The last few years of employment has shown a worrisome trend: many students transferred between specializations, and the quality of customer service declined. For example, a student learning computer engineering ends up working as a front office assistant at a hotel. He lacks dedication because it is not something he desired, so his work performance is low. His consumer care skills are rigid, so the quality of interaction between him and the client is also low. This triggers unpleasant client experiences, and the hotel loses customers. This employee will quit the job after one or two years.
This example defines the employment trend in the past several years, and why client service has suffered recently as well.
In the present, businesses that plan to deliver excellent customer service must try to hire specialized employees for particular tasks. They must also make sure the employee has opportunities to develop and move up within the company.
Companies that have top-notch customer service also boast employment stability. Their employees stay in the business for more than 5 or 10 years and develop continuously. In contrast, a workplace that doesn’t have efficient client service has a high turnover rate, which means an increased number of unsatisfied employees and employees is leaving and being replaced. Low customer service quality makes employees quit their jobs because it’s a stressful and unfair working environment. This affects the financial stability of the company because it’s more expensive to hire new personnel than keep old ones.
As an employee, when you look for a job, you merely search for a decent salary without worrying much about the prospects because you already know that you’ll be leaving in a couple of years. On the other hand, when you plan to build a career, you search for a company that scores high in customer service because this means they have a creative, flexible and person-focused working environment where you can grow personally and professionally.
Employee’s Value in the Workplace
Regardless of industry, customer care is spread across all domains and departments. Whether you talk directly with the client or work in the production department, everything revolves around the question: “What does the customer like?”
For an employee with excellent customer care skills, it’s easy to understand the client’s needs and act accordingly. Thus, a skilled employee has increased value for the company. When the company appreciates the work of the employee verbally or via financial bonuses, the employee will only get more positive motivation to perform better and better. But it’s not just the company that values such an employee; clients, as well, feel more inclined to return to the same store or service when the employee has skillfully communicated confidence and friendliness. Seeing an employee smiling and being courteous helps customers to trust the product or service.
An employee who is valued by both the company and the client creates a relaxed and pleasant working environment. Additionally, it can nudge the employee to make the transition from a job to a career. The valued employee might realize that they like the job and could make a career out of it. In this way, the three actors (employer, employee, and customer) in the business experience win.