Is Your Customer Service Suffering Because Your Employees Are Playing?
Posted by admin at 14:32 | Filed In Customer Service Tools
Customer service begins with your employees being present during the actual interaction and any follow-up behaviors necessary to satisfy the customer and hopefully create a loyal customer. Yet, some new employee productivity research suggests you may be losing customers because your employees attention is elsewhere.
For example, did you know that right now according to a Gallup Poll that three fourths of your employees are actively looking for a new job? This is double the usually percentage of 30% to 40%
Or did you know that over two thirds that those remaining employees who have not trampled you as you walked through the doors are not actively engaged on the job? This would suggest that they are not present during those critical customers interactions especially when you have an angry customer. If that interaction is not handled to the customers satisfaction, 91% of those angry customers will never, ever come back according to other customer service research.
If your employees are not directly handling customers complaints, do you think they are spending their time any better within their cubicles. A new survey by PopCap Games suggests that many of your employees are spending your hard earned dollars playing video games.
And dont think that this game playing is for just those lower ranking white color worker. This survey suggests that higher level executives actually play games on your time with higher frequency than those they supervise.
Much is said about the politics of the office and all the game playing. Now research proves that there is real game playing going on and it is costing you as the owner of the business to the shareholders within the business thousands of dollars.
If you want to improve customer service and create loyal customers, you may need to take action to determine where and when your employees are playing those video games and taking their eyes off your game plan.
Would you like to know what they never taught you in business school? Learn more http://www.processspecialist.com/seminars.htm including registering for free teleconferences that address key business issues from securing sustainable business results to motivating employees.
Call me, Leanne Hoagland-Smith, The Chief People Officer for people and organizations that want improved results at 219.759.5601. Visit at http://www.processspecialist.com to explore everything from how my solutions double results to articles and resources including the Simply Speaking series.
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