Here the action steps how to improve customer experience:
- On the telephone, teach your staff to initiate the personal connection by offering their names to improve customer experience. Such "Hello, This is James in the Accounts Department. How may i help you?"
- Ask the customers in polite way for their names and how they prefer to be helped. Then use your customer's name in a friendly tone throughout the conversation in order to improve customer experience.
- Provide staff with attractive name tags to wear at work. These may be colorful or elegant, with full name, first name or nickname.
- Post complimentary pictures of your staff on the wall in the customer service area.
- Give the staff members personalized business cards in order to share with their customers.
- Help your staff connect with real customers by hosting frequent focus groups
- Post actual letters of compliments in the staff lounge or your cafeteria.
- Record in the video your customers' speaking directly about the service of your company.
Cheers :)
