Part I: How well do your employees know your customers?
Employees sometimes miss exactly which elements of performance customers value most. What are the most important Key Performance Indicators (KPIs) in the eyes of your customers?
Do your employees accurately understand customer concerns? Our in-depth research process ensures you and your employees refocus attention on your customers’ most important issues.
Do front-line employees know what you would like to know?
Employees with regular customer contact see and hear what actually happens during a service encounter. Information they have may not get up the management chain for a variety of reasons.
Professional pride motivates employees to solve problems on their own. Still, periodically sharing experiences often leads to implementing the best ideas. Customer service is a demanding environment. There may not be time to talk over everything with management.
RFG Marketing has a variety of approaches to learn employee insights and identify undervalued customer services issues. Your front-line employees’ input can lead to value-added services.
Part II: What matters to your employees?
Satisfied, engaged employees are more effective employees. Data distributions like the one below gives at-a-glance information about key workplace issues.
Employees often come from many countries and backgrounds.
For many, English is not their first language. Do your employees speak Wolof, Amharic, Somali, Nepalese, or Fulani? In addition, cultural barriers are not always obvious. The information gathering process needs special attention when these challenges exist.
When dealing with the multicultural workplace, it is especially important to create an atmosphere where everyone feels secure enough to be candid. What are your significant customer service issues and perhaps related workplace issues?
When discussing workplace issues, we provide a buffer allowing employees to express concerns freely. This allows you, management, to address problems and strengthen what works. What can we learn from your employees?