Does Your Business Need An Inside-Out Customer Service ...

Improving customer service is an inside job ? and it starts with the employees.

A recent article on Stores.org looked at how the Workforce Management Maturity Curve transforms company workers into individuals who actively help achieve business goals.

The method described on Stores.org is a four-phase process:

First phase: Fully automate certain business tasks, such as payroll, because this enables employees to focus on enhancing customer service experiences.

Second phase: Employees gain specialized skills that directly contribute to the business reaching financial and operational goals.

Third phase: Companies empower their staff with the tools and training to handle various customer service situations. Technology such as mobile scheduling and alerts enable employees to quickly respond to customers.

Fourth phase: At this stage, the company is focused on investing in employees rather than reducing costs. Engaged employees become crucial to the whole organization because they function as brand ambassadors.

The key in workforce transformation is getting the most productivity out of employees without creating any undue stress. Managers need to accurately assess employees? workload and give time limits on those tasks. There are applications that enforce the time it takes for a task and managers can do this on a mobile device. With the right system, managers can set up alerts for time for a new task or one to be completed. This way, supervisors don?t need to worry about every single employee.

Source: NRF Stores, August 2012

Source: http://www.retailerpdelivered.com/blog/does-your-business-need-an-inside-out-customer-service-makeover/?utm_source=rss&utm_medium=rss&utm_campaign=does-your-business-need-an-inside-out-customer-service-makeover

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