- It all starts with Supervisor’s roles.
Developing people skills as supervisors is essential because it leads to good relationship with employees and helps them to enjoy their work that further results in continued success and profit to the company. People skills by supervisors often make the difference between successful and ineffective supervisors. How people are treated, obviously affect their job performance. Good supervisors are tactful and give directives that don’t sound like orders, treat people fairly and don’t show favouritism, listen to employee’s point of view, are available for questions and open suggestion and treat workers with respect.
Bad supervisors on the other hand treat subordinates like children without letting them think or make decisions independently, are inconsistent in their directions and requests, don’t lead by example, talk to employees as if they are subhuman, communicate using sarcasm, don’t control their anger, and don’t answer questions.
In the world of business, keeping customers satisfied and retaining them is vital to continued success. Often, the employees who work face-to-face with these customers are the ones who determine their levels of satisfaction, keeping them content with the company and preventing them from looking elsewhere for someone to meet their needs. Instead of ignoring the impact your employees can have upon the overall satisfaction levels of your client base, keep this power in mind and encourage employees to make the most of the power they wield, helping your business achieve success.
While management is not under obligation to enforce the building of relationships, they can select employees who appear open and willing to build such business relationships.
The next is Employee roles:
An employee must support Company needs with personal goals.
Establishing personal improvement goals that are consistent with company needs should result in happy employees whose work contributes to customer satisfaction. An employee should love challenging goals and work hard to achieve them personally.
Companies succeed by teamwork. Every member of the team (employee) supports with their best efforts. They become happy employees who combine in decision making to solve more problems than an individual could do. To what extent are you involved in problem solving? People are said to be the most important assets that a Company has. Yes, you are!
Mutual satisfaction is what the team needs to be a winning team. This is spelt out in the “Golden Rule” for businesses.
Employees are the ones who set the scene for customer’s impression about the company. Employees impact the business environment through professionally yet inviting ways or manner they interact with each other and respond to customers to create an inviting business environment and move customers to continue coming. Be a happy employee and your customers will be satisfied. The work of happy employees contributes largely to customer satisfaction.
Be desirous, passionate and wanting to do the job that you have been hired for.
Satisfied employees with good morale produce loyal customers. If you are satisfied, you can go the length to satisfy your customer and that will make them even more loyal.
Satisfied customers will lead directly to sales when people discuss the company.
Research shows that employee job satisfaction leads to a good service climate, which in turn leads to better performance and higher customer loyalty.
Frontline service staff are therefore, very important to a productive company.
Desire for intrinsic motivation is a significant factor that will put you over and make you to outperform other workers. Be focused on this kind of motivation rather than a focus on financial compensations, incentives, bonuses, and commissions.
Have a genuine commitment to your company and don’t be making plans to quit.
Employee commitment affects customer’s satisfaction.
If you rely on external motivation, you will not make extra effort. Emotional commitment to the company is key to high performance.
You must represent the product of your company. Your initial impression of the products your company offers, what you say about the product that the customer has chosen for example, “choosing our product is the best decision that you have ever made”, are ready information that you must have for Customers. They will thus, be motivated to come back again.
Practical things to do as an employee:
- Smile when greeting a customer in person and on the phone (they can tell if you are smiling over the telephone)
- Use age appropriate greetings and avoid referring to older customers and women as guys.
- Be proactive and ask how you may be of service.
- Stay visible and available, but don’t hover around or be seen loitering everywhere.
- Don’t turn away, walk away, and start to make a phone call, or slouch and dack behind the counter as a customer approaches.
- The live customer standing in front of you takes precedence over someone who calls on the phone.
- Never judge a book by its cover. All customers deserve attention regardless of their age or appearance.
- Leave food and beverages in the break room or hidden in a safe place, not conspicuous at your desk or place where you receive or interact with customers.
- A customer doesn’t want to hear about upcoming break.
- Make any personal calls when you are on break and out of earshot not before the customer.
- The correct answer is never a “don’t”. But say “I can find out for you”.
- If a customer wants something that isn’t readily available, go to the stock room or where it may be kept or the appropriate authority in charge and try to find it or find out.
- If the item isn’t in the stock room or available, come with some information, and offer to call or order it etc.
- Learn to read body language to see if a customer needs further help.
- Don’t let chatty customers monopolize your time if others are waiting.
- Call for backup support if lines are forming and queues are becoming long.
- Be discreet if a customer’s debit, credit, Visa etc. is declined by asking if there is another method of payment he or she would like to use.
- Never discuss customers in front of other customers (they wonder what you are saying about them once they leave).
- Make sure customers receive everything they’ve paid for before they leave your counter.
- Smile as you are saying goodbye and encourage the customer to come again.