According to Gallup’s study over 142 countries on the State of the Global Workplace. The bulk of employees worldwide — 63% — are “not engaged,” meaning they lack motivation and are less likely to invest discretionary effort in organizational goals or outcomes. And 24% are “actively disengaged,” indicating they are unhappy and unproductive at work and liable to spread negativity to co-workers.
Wow those are just incredible figures, isn’t it? I am not certain but I am pretty sure that most of those employees are working in companies who haven’t managed to create a service culture.
The culture of your business impacts on the customer service that is provided. It is more than just hiring the right people. It is more than just putting your employees through customer service training. It is about setting an example of service behaviour from the top which makes its way, through all employees, toward the customer. It starts with people who want to do the right thing. Employees become committed to achieving excellence when they feel appreciated, supported and involved.
So, valuing your staff before your customers boosts company morale, enhances productivity, lowers costs, drives revenue, and ultimately will drive delivering exceptional customer service. All of which points to the fact: there can be little or no customer satisfaction and resultant business growth without employee satisfaction. Now, surely that makes for a compelling argument to re-evaluate your workforce’s current status and listen to the voice of your internal customers.
Employee loyalty should be at the top of every business owner’s list, and the biggest secret is to give loyalty first. If you want employees to go above and beyond for you, you must go above and beyond for them. Employees who are loyal will deliver better customer service and will be more adept at helping your business grow. Businesses that focus on keeping their employees informed, happy, engaged and in the know, help to make them feel more a part of a team. When you take the time to clearly communicate with your employees, letting them know your expectations, their job duties, and provide feedback, they will be more loyal.
We all want to belong to a tribe and hang out with people we care about and who care about us. We strive to connect with like-minded people who want to experience and talk about the same things. It’s the same when you go to work, you want to be surrounded with people who will help you, who will trust you and who you will trust. You want to be surrounded by people who will pick you up if you fall or just be there if you need to talk. A true service culture is a community of customer service focused people at all levels, from the CEO’s to secretaries, from the cleaners to the IT department, all of whom embrace a service mind-set and build lasting relationships with customers and between each other creating a trusted environment.
The service culture has to be the driving philosophy of your business.
Want to know more how you can create a real service culture in your business and how you deliver exceptional customer service?