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Use
this list to consider areas of your business that could be simplified to
better serve your customers and employees:
On
average what is the turnaround time for resolving a complaint or concern
at your business?
Are
your customer complaint procedures clearly defined, incorporated in
employee training and easy to use? Ask your employees. Reassure them that
this isn't an exercise in humiliation but an attempt to improve things.
Are
job descriptions, duties and responsibilities clearly defined? Or is there
a lot of everyone doing whatever whenever because it needs to get done?
This is not always a bad thing, but there has to be clarification for who
is responsible for what. This prevents disappointment, confusion and
resentment and fosters retention.
When
focusing on customer loyalty, be sure to ask the people on the frontlines
how they would improve things? The people who deal most directly with
customers are likely to have specific insights about the policies and
procedures and have probably given a lot of thought about how their jobs
could be easier if it was easier to please the customer.
Are
there opportunities to share mistakes so they won't be repeated? |
