You know that training your employees in the right processes, how to work with customers, and what your standards are is critical for the success of your business’ customer experience. What you may not realize, however, is that your employees need knowledge about more than just your business. They require training about the industry as a whole, including both long-term knowledge that can help them provide better recommendations or information for customers and short-term facts that can help them offer the answers to customers’ questions. Consider how your employees’ knowledge can substantially impact the overall experience of your customers.
Increasingly, research shows that millennials, in particular, want job development and training opportunities. They are no longer happy to stay in the same position for the rest of their lives, millennials want to work in a place where they can learn and grow – and they are more engaged when they get that opportunity. Employee engagement, in turn, typically leads to much higher levels of customer satisfaction.
Engaged employees – those who care about their jobs and have the tools they need to do them well, tend to be eager to go the extra mile. They’re willing to provide customers with what they really need and offer a better overall experience for each customer they speak with every day. Disengaged employees, on the other hand, are often ambivalent about the customer experience, and customer satisfaction tends to reflect it.
When your customers call in or visit your institution, they need answers. Knowledgeable employees can provide them on the spot, as part of the ongoing conversation with the customer. Employees who have to look up that information, on the other hand, may have to interrupt the customer experience: placing the customer on hold, for example, while they look up that critical information.
Even better, knowledgeable employees are less likely to have to transfer customers to their supervisors. Instead of requiring assistance to deal with customer problems or queries, knowledgeable employees can handle them for themselves with an internal communications software–and that means your supervisors will have more time and energy to dedicate to customers with serious problems.
Because they are so eager to increase their knowledge base and feel appreciated as employees, employees are more likely to stick with your business when they see that you’re willing to help them get the ongoing training they crave. This accomplishes several things for your business:
Customers know who they can expect to talk to. They have an opportunity to develop relationships with your employees, which will keep them coming back to your business.
Employees develop a deeper knowledge for business processes. When is it time to escalate to a supervisor? What promises can you make to a customer who’s having a problem? Employees who have been with your business long-term are more likely to already have the answers to those questions, which can help them more effectively provide the service customers are hoping for.
Employees who stick with your business are more dedicated to its success. They aren’t interested in jumping ship and heading elsewhere for employment, so they’re more likely to go the extra mile to help develop your business, and to help make your customers happy. They will be more likely to provide cheerful, positive service to customers, to finish up with a customer even after the end of their shift, or to take the extra time to get things just right–because they genuinely care about your customers and your business.
Customers feel more confident when they talk with employees who clearly know what they’re doing, and can offer them solid advice that will help them make critical decisions–or even provide them with access to the right information to guide those decisions.
When faced with an employee who has no idea what they’re doing or who constantly has to look things up, customers are less likely to feel confident about their decisions. Imagine that a customer is taking out a loan: if they’re working with an employee who cannot answer their questions confidently, they may start to wonder whether the loan is really a good idea. On the other hand, if they’re coming to you to help handle their investments, they may struggle to have confidence in the firm as a whole if your employees do not generate confidence in them.
Not only do knowledgeable employees help your current customers, but they also have the power to help your business grow. When you equip your employees with the information they need to successfully help your customers, they often get a better picture of the industry as a whole. Knowledgeable employees have the ability to drive innovation and keep you at the top of your industry, making you one of the first places customers go when they need advice or to take the steps your institution handles more often with their finances. Lack of knowledge in your employees, on the other hand, can leave your institution lifeless.
Are you ready to start training your employees and providing them with the information they really need to enhance the customer experience? Do you want to go the extra mile with your employees? Start by enhancing communication within your workplace so that employees can more easily get the answers to their most pressing questions–and their customers’. Contact us today to learn more about how we can help.