The success of any organization hinges on the quality of its customer experience. In the absence of a positive customer experience, businesses will falter due to dissatisfied customers and missed opportunities.
Although many organizations acknowledge the significance of customer experience, they often fall short in providing sufficient training and education to their frontline employees in this critical area.
"Frontline employees are the primary point of contact for customers and are responsible for their interactions. They should be equipped with the necessary knowledge and skills to understand customer requirements and provide effective solutions to their issues. " ~Dwight Lamb
Consequently, it is vital to provide them with adequate training and education on customer experience management. While there are a number of reasons why organizations fail to train these essential team members, let’s focus on just two critical ones that deserve attention immediately.
The lack of awareness and priority is one of the main reasons organizations fail to train their frontline employees on the customer experience. Many companies do not fully understand the impact of customer experience on their bottom line and therefore do not prioritize training their employees on this aspect.
Because there may be a turnover issue with frontline employees, many have asked, “what if I train my frontline people on the importance of creating outstanding customer experiences and they leave?” A better question may be, “What if I don’t train my frontline employees on the importance of creating outstanding customer experiences and they STAY?”
When you consider the life-time value of a customer to your organization, the cost of losing these valued customers because of lousy customer service skills, bad attitudes or even a lack of smiles, the investment in your front-line employees to become amazing customer service professionals is minimal in comparison.
We have found in many organizations, technical skills are given greater attention, while soft skills such as communication and empathy are often overlooked, despite their crucial importance. To close this gap and improve frontline employees' understanding of customer experience, organizations should focus on and implement a few key initiatives:
Acknowledge the significance of customer experience and its impact on organizational success.
Allocate adequate resources and funds for comprehensive customer experience training programs that cater to the evolving needs of both employees and customers.
Create a customer-centric culture that values the customer experience and empowers employees to resolve customer issues efficiently and in the customer’s favor.
Remember, The success of any organization hinges on the quality of its customer experience. Now go "WOW" your customers, on purpose, with every customer encounter.
For more information on Dsyfer and how it can help your business achieve its customer service goals, click Learn More.
To schedule a demonstration of the automated Delivering "WOW" Customer Experience program, Click Schedule Now.
Founded in 2017, Sybersafe is the worldwide leader in software solutions that allow organizations to put “Accountability into Action”. Our company’s flagship product, Dsyfer, is the leading platform for policy education with a behavioral-change management solution.
This press release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995 (the "Act"). In particular, when used in the preceding discussion, the words "believes," "expects," "intends," "will," “plans,” “hopes,” "anticipated," or "may," and similar conditional expressions are intended to identify forward-looking statements within the meaning of the Act, and are subject to the safe harbor created by the Act. Except for historical information, all of the statements, expectations and assumptions contained in the foregoing are forward-looking statements that involve a number of risks and uncertainties. Actual results could differ from those projected in any forward-looking statements due to numerous factors. Such factors include, among others, the inherent uncertainties associated with the Company’s business focus, Sybersafe assumes no obligation to update or correct forward-looking statements, and also assumes no obligation to update or correct information prepared by third parties that are not paid for by the Company.