Getting customer feedback on a regular basis and monitoring it properly not just helps in carving the products and services better. It also helps in solving many organizational issues such as employee experience gaps.
A universal fact as per the Six laws of customer experience is, “Unengaged employees don’t create engaged customers.”
As per this fact, when the employees of the company are happy and involved in their tasks, then only it results in a product or service that can offer a great experience to the customers. Thus, it can be said that it is a vicious cycle and customer feedback can actually reveal a lot about the employee experience gaps.
Policies That Need to be Changed
Policies are made by the company to offer the best to the customers and help the employees to offer the best to the customers. But when this is not happening, this means there are certain loopholes in the policies curated by the company.
When a customer is getting frustrated by complaining about a single thing at different stages or by traveling to different departments, this reflects the ill condition of the policies adopted by the company. These frustrated customers shout at the employees. The employees also understand the situation of the customers but are not able to help much because they also need to work as per the policies. Ultimately, this leads to an irritated employee. So, finally, when the employee is irritated, there is no chance that the person will be able to handle a customer problem with efficiency.
This is the time when the company should understand that there is a need to have some changes in the policies.
Life is moving really fast and modern customers expect faster service from the service providers. The use of outdated technologies can again lead the customer to a good number of troubles such as repeating the same details every time on getting a call connected or confusion in the information caused by the employee. This can happen due to technologies that are not updated and are not fast enough.
Customers get frustrated due to long call timings and end up giving bad feedback for the company. This also reveals how the employees of the company are stuck up among the outdated systems and may have to go through stress due to this.
Lack of Skills and Training
Employee experience is not just about the surroundings that a company offers to its employees to work in. It also is about the training sessions that the company offers to the employee to understand the work better. When the employees are trained better and are introduced to the right set of skills, they are able to deal with the customers better.
It has been noticed that in bigger brands often customers get satisfied with the customer support team even when they have faced problems due to a product or service of the company. This is because the employees are able to deal with the customers in an efficient way and are able to mold them into a happy customer.
This is possible only when the company offers the right training and helps the employees in enhancing their personality development skills better. This can be done through a number of creative and unique ways so that the employees do not feel forced for the training and yet can feel the development within them.
Lack of Motivation
Customer feedback can also at times reveal the lack of motivation in the employees working in the company. There are employees who try their best in different ways to convince the customers or to turn an angry customer into a satisfied one. On the other hand, there are some other employees who are not interested in changing the mindset of the customers and are just in a hurry to wrap up the call.
More unsatisfied customer feedback’s can lead to such conclusions where employees are not interested in doing their work efficiently. One of the prime reasons for this is the lack of motivation in the employees. It is the duty of the organization to keep track of the motivation level of the employees through options such as employee experience software so that they can work efficiently and can bring in more happy customers.
It is always said that you should keep your family happy first before making outsiders happy. The same case is with employee and customer satisfaction. If you are able to keep your employees happy, the employees will make sure that you have more number of happy customers.
This is absolutely a fact that customer feedback is an image to the employee experience gaps that your organization has. Apart from customer experience options, make use of the right employee experience software from piHappiness to recognize the gaps and mend them at the earliest.