How Transparent an Organisation Ought to Be?
One of the most important aspects of any business nowadays revolves around customer service. It is still difficult to identify the exact moment a customer or a business decides to work with your company, but everyone can agree that in that moment the client has decided to trust your brand. In the age of social media and the added need for assurance; transparency and sincerity are critical to a good customer service. If this service is in tip-top shape, every company can expect long-term partnerships with their clients, and who doesn’t want that? In order to achieve such a good relationship with your customers, your company and employees must be adequately equipped to offer the best treatment to all clients. How can employees have this desire for great customer service? Here a few tips into how you can achieve this.
Transparency within the organisation
The culture that is within your company will greatly reflect on how your coworkers will interact with clients. It is very important managers and leaders instill transparency within teams in the organisation. In order for this to work, employees should find themselves in a work environment where part of the daily routine is to share information and knowledge valuable for the company’s activity. Doing so will create a good atmosphere and will lead to business growth, while also helping employees learn how to cooperate effectively in dealing with distributors, possible coworkers and most importantly, clients.
A great business is characterised by great customer service
Everyone enjoys a brand where they come back for the same top quality products or services over and over again. Loyalty can be easily won when the company manages to meet or even exceed clients’ expectations through an integrated system of customer service, with the option of personalisation. It makes the customer feel special and not just a number. An example of going the extra mile is remembering a client’s birthday and giving them a call, or sending them a small gesture of your appreciation for their business with you.
Customer feedback – best source for insight
Whether we are talking about a startup or a multinational company, direct customer feedback is quintessential for business development. It shows that the company listened to their suggestions and acted accordingly. Actively listening to the feedback you receive could represent the company’s competitive advantage, especially in an industry where the competition offers a product or service similar or slightly better than yours. The difference is in the little details; being the best just doesn’t cut it anymore. Companies that are able to listen to their customers are the ones that manage to expand on a global scale.
Although many companies claim transparency is part of their culture, in the majority of circumstances that is not the case. It is quite difficult to put this process into fruition straight away. People need to know that transparency represents the glue that keeps them together through good and bad times. Facilitating a transparent communication, not only with the clients, but also internally, leads to critical thinking in solving even the most difficult issues.
Clearly stated job functions and responsibilities
Something that helps transparency in the beginning is having an established order in the workplace where everyone knows what their responsibilities are. Automatically, this will lead to a better and more direct communication process between workers. Awareness will also see a rise in numbers, due to the fact that employees know who to talk to in order to ensure tasks and deadlines are being completed on time. Just to be clear, transparency doesn’t mean every member of the staff requires information about everything the company does. Some examples in this area are: performance reviews, salaries, marital status and so on. Employees need information in order to perform to the best of their abilities, too much transparency and information may damage internal affairs.
Hiring the right people
Every manager and entrepreneur around the world knows that hiring people in accordance with the company’s culture is pretty much the Holy Grail. It is recommended that recruiters ask candidates early in the interview whether they resonate with open communication and transparency. If the candidate is right for the company he or she will become even more willing to join your ranks. A proper company mission and culture is imperative to attract talented candidates, besides the product or service the company offers to the general public.
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Sources:
https://www.entrepreneur.com/article/246567
http://fortune.com/2016/05/21/trust-employees-corporate-culture/
