It’s concerning when your business isn’t going the way you hoped. Maybe your sales are less than they should be, or you’ve gotten some feedback about customer service you wish you hadn’t. You’re wondering if you made a mistake by trying this endeavor.
These are serious problems, but you can come back from them. You’ve taken the first step by acknowledging that something is wrong and seeking out how to fix it.
If employee performance or customer service needs improvement, you’ve come to the right place. Invest in these top tips for helping your employees reach their full potential so your company can reach important goals.
1. Invest in a Call Monitoring App
You should know what’s going on when your customers call the help desk. A call monitoring app will help you do that.
With this service, neither the customer nor the agent will know you are listening. This means you will see how your employee naturally speaks to callers to see if any improvements need to be made.
It also gives you direct access to the customer’s thoughts. Maybe a majority of them are calling about a specific problem. This means you need to pay special attention to this. The most damaging issues are the ones we aren’t aware of.
2. Consider Customer Service Coaches
Don’t be afraid to call an expert. You and your employees all try your best, but there are things you won’t know unless you’re trained to. Here are some of the services you’ll get from this type of coach:
- They’ll teach the team which phrases to incorporate for etiquette.
- Team-building exercises will be used to make the company run smoother.
- Lessons will be given in professionalism and emotional intelligence.
- Agents will be taught problem-solving skills and initiative.
All of this will add up to better client/agent interactions, which will lead to more favorable reviews.
3. Consistently Read Feedback and Take Suggestions
It’s no fun to receive criticism. In fact, it’s pretty uncomfortable. However, it’s still incredibly valuable for improving your company, leadership, and team.
As a disclaimer, we’re not talking about insults with no substance. You can disregard those. But let’s say you hear from a customer, “I had to spend hours on the phone to get help.”
This is not something you want to happen again. It’s bad enough when it happens to one customer. If more have this experience, your business becomes known for this behavior.
4. Incentivize Employees with Acknowledgement
Incentives often mean monetary awards. We understand that early startup businesses often don’t have such resources yet. However, the emotional component can be more powerful than you think.
This starts with the simplest things, such as acknowledgment. You’re never going to get the best out of someone who feels like their efforts go unnoticed. It doesn’t have to be a major production. Just a quick nod, such as “a customer said great things about you” or “your performance has improved a lot this month.”
A little “attaboy” can go a long way.
5. Have Periodic Conferences with the Group
Nothing can kill a small business more than miscommunication. This is why you should hold a meeting at the beginning of every month. Accomplish each of these things during the time.
- Make sure everyone knows which assignments they are responsible for.
- Give employees an opportunity to ask questions
- Offer a time for suggestions about improvements
When people don’t know what’s expected, they can put tasks off. If this is what’s happening, your problem is an easy fix.
Maximize Your Performance
The function of a business relies on its inner workings. The employees need to put out their best work, and the employer must motivate their team to do so.
A company is its team. When each member works seamlessly together, the mission will thrive.
