Have you ever gone shopping, bought something fabulous just to get home and find the security tag is still on the clothes? What if it was a store hours away or bought while on a trip where you can’t make a quick run to get it removed? If you’re like me, you’ve had this happen and when you got home to put it on you found yourself frustrated. Although we realize people make mistakes, what are we doing as companies to put our best foot forward in providing an excellent customer experience?
The fact of the matter is, our accuracy in our interactions with customers plays a vital role in ensuring that our customers have a wonderful customer experience.
I recently had an experience like the scenario I mentioned, luckily when I went to exit the store the alarm sounded. The customer service representative removed my tag, but also took a note of the name of the sales person I had worked with. The company was keeping track of how many were left on in error to try to help reduce the number of times the issue happened. What I realized is that this store is taking action. They must have a plan to focus on getting things right the first time, on being accurate.
Some common ways I’ve seen that businesses help to promote accuracy are:
- Reward staff when they do something right. Set the tone for other staff members.
- Keep track of mistakes and offer suggestions on common issues to help increase accuracy.
- Training- training is key, give your staff the tools to do the best they can.
- Poll your customer- survey your customer to see how they felt about their experience. Include comment fields- these often provide the most helpful insight. Use the data to help develop action plans.
The thing about accuracy is that when our accuracy in our customer service decreases, so does the quality of experience that our customer receives. In today’s society it’s evident that accuracy plays a vital role in the overall customer satisfaction and retention. Accuracy is important, without it customers lose faith in our ability to perform.
In day to day business, how are you ensuring your accuracy? How you making sure that your company is performing at its best to ensure your customer’s satisfaction?