Want better customer service? Treat your employees better

Poor customer service can significantly hurt a business, as seen in the case of United Airlines, which lost $180 million in stock value after a viral video about a broken guitar. In today's digital age, delivering remarkable customer experience is crucial, as customers can easily share their experiences online. While some companies excel in customer service, many struggle to provide even mediocre service. The root cause of poor customer service is often poor employee engagement, rather than a lack of training. Companies invest billions in training, but it's ineffective if employees are not valued and treated well. When employees feel valued, they are more likely to provide excellent customer service, leading to increased customer loyalty and profitability. Research shows that companies with high employee engagement see better customer loyalty and higher profitability. To improve customer experience, companies should focus on both providing customer service training and treating their employees better. This can be achieved by publicly recognizing employees, giving them opportunities to make recommendations, providing fair pay and benefits, and promoting work-life balance. By treating employees well, companies can achieve long-term improvements in customer experience delivery.