We have said it before, and we will say it again: companies cannot exist without customers and without customer support. They must be always serving the community if they are to even stay in business, let alone making any money. Employers and employees who feel otherwise may be looking to make a quick buck on someone else’s stupidity, and that will only last them so long. Eventually, stupidity wears off and the truth comes to light, and a bad reputation or fraud can quickly spread in a community, leaving the participating members to grab what they can and clear out.
Customer support is not just about following a set system which the company has in place to protect assets and keep from being sued on a regular basis. There has to be a personal interaction between the member of your business and your clientele. I cannot emphasize this enough. Often, customers are not necessarily loyal to a brand or a service as much as they are loyal to the people, or a particular person, who work there. This is where your employees go beyond their training, and actually carry the personal interaction to a whole new level, being especially kind, friendly, understanding, and serving the needs of the client to the fullest extent possible. This is also where certain employees begin to develop customer loyalty, thus making themselves even more valuable to the company.
Any employees who are bringing in client loyalty through loyalty to themselves are being true and good to your company, and they deserve higher quality of treatment from their superiors. If they were to leave, your company may lose that particular customer or even multiple customers, and that can be costly. It is important especially to notice employees who are specifically and purposefully going the extra mile, and to specifically encourage these guys in their march onward.
While certain employees shine in the customer service department, you may find yourself wishing that others would get it together, and drugs and alcohol can be the cause of this. Employee drug and alcohol testing is a vital part of seeing to it that your business is on track for further growth and success. Call Mediscreen today: (+61) 1300 79 70 40.
http://www.reuters.com/article/2012/06/07/us-google-customerservice-idUSBRE85611020120607
http://www.forbes.com/sites/ciocentral/2012/06/04/why-does-customer-service-suck/2/
