Every company wants to please their customers and yet, every company receives at least some customer complaints. Here are three simple steps to reduce those complaints. (I say I because your employees are human and will make a mistake occasionally!)
1. Write down what you want them to do. You may give great verbal instructions but the new employee should have something in hand when you’re not around. Make that information available.
Many large companies, particularly manufacturers, already take this step but almost everyone has an example of walking into a business only to learn that the employee you ask knows nothing about your question.
In an ISO 9001-certified company like Tembua such documents are called procedures and are controlled documents. That means that changes have to be tracked and staff members notified.
These documents could also be simple work instructions:
What do you need to do your job?
Where are the relevant supplies stored?
What is appropriate customer interaction?
What are the steps for your job?
Where do you go for more information should a customer ask?
2. Don’t assume that handing those written instructions to an employee is enough. Walk them through their job first as their trainer and then, as a customer. The good trainer will play a new customer, a demanding customer and one who comes in with a problem.
3. Finally, ask the new employee to repeat verbally the most important things learned about the new job. If the right answers don’t come out, ask a few questions:
What do our customers expect of you?
How can you make a customer feel special and well-served?
Training a new employee takes time but following up on customer complaints takes even more time. The amount spent on training pales in comparison to the amount of revenue lost from poor customer service.