This resulted in permanent confusions, delays and unsatisfactory levels of client service. Therefore, although the company was doing its best to deliver the best service, it was failing in its attempts. The evaluation of each individual department was showing good results, but the entire system kept failing to deliver quality.
Once the company had implemented additional elements and data flow, which improved the coordination of steps between departments, the situation improved immediately. As a result, the customers’ satisfaction level significantly improved.
The new system also critically changed the entire environment within the customer service department. The employees of the company were now working in a positive and productive environment. Consequently, they started to work faster and welcome clients with a smile on their face. The customers were also pleased because things were moving faster and they were received with a positive attitude.
What we can learn from this case study is that companies should know that buyers are powerful voices and they are ready to speak up if they are not satisfied. Companies can avoid unpleasant situations for both clients and employees when they pay more attention to everybody involved in their business.
Thomas J. Watson, one of the important leaders of IBM, once said:
“Recently, I was asked if I was going to fire an employee who made a mistake that cost the company $600,000. No, I replied, I just spent $600,000 training him. Why would I want somebody to hire his experience?”
IBM Corporation is one of the largest American technology creators and providers. The company was founded in 1911 and since then it has continued growing and providing computer products to clients all over the globe. As we can see from the quotation above, Thomas J. Watson understood that the employee needs a stable environment that offers him the freedom to develop and receive the trust of the company.
Companies offer efficient customer service when they invest in their human resources.
“A happy employee means a happy customer”
This popular saying from long ago still remains true to the present day business environment. A company that functions on positively motivated staff provides services in a creative and happy manner which leads to satisfied customers. Satisfied customers increase the company’s reputation and budget. Hence, a growing company invests wisely in its employees because happy employees lead to happy clients.
When employees are trained to deliver excellent customer service, their work performance improves and so does overall employee satisfaction. A satisfied employee will invest more work and time into the company. He or she is part of a cost-effective business as high employee satisfaction reduces the turnover rate.
Employee turnover can also be reduced by paying more attention to the needs of the employees. Managers play an important role here because they are responsible for positively engaging their employees. A manager should know how to praise employees for a good job, but also how to signal when they have made a mistake. Some basic tips for reducing employee turnover are:
- Hire employees with expertise or offer them detailed training;
- Choose employees based on personality traits;
- Pay attention to the employee’s likes and dislikes;
- Be more flexible when it comes to personal needs;
- Compensate and appreciate employees even for small jobs;