To deliver the best customer service, you should have motivated, happy employees. When you have the best customer service, you have more customers, and those customers are satisfied. With satisfied customers, you have less stress on your employees, and therefore they are happier. Do you see the circle?
Happy employees=good customer service=satisfied customers=happy employees
A great example of the customer service-employee circle is JetBlue. The airline is known for a providing a good experience. As its CEO, Dave Barger tells the San Francisco Chronicle:
We’ve earned a sixth consecutive J.D. Power and Associates award for customer service, and we’re a good place of employment. This combination works extremely well for JetBlue.
Now, should your happy employees use Twitter to interact with customers? That is what Valeria Maltoni asks in this post over on her blog Conversation Agent. You should determine whether your company is ready to use social media to deal with customer issues. For instance, one issue with Twitter is response speed–it should be very quick. Can your company handle that?
There’s no doubt that Twitter has worked wonders for customers–they can publicly shame a company into action. And companies should be aware (and responsive) that customers are talking about their problems in a public forum.
What are you doing to keep your customers and your customer service employees happy?
