These days, exceptional customer service is one of the best ways businesses can differentiate themselves from competitors. According to a survey by ClickFox, 64% of consumers say that a company’s reputation for customer service heavily influences their decision to do business with them, and it’s more important than price in keeping them as a customer. So how can you create WOW-worthy customer service to grow your business? Make your employees happy!
Here are three ways a joyful staff can make a big splash:
- Happiness breeds happiness. Our virtual receptionist team has seen first-hand the value of a smile, even if a caller is thousands of miles away. When the person helping you is cheerful and friendly, you’re much more likely to have a great impression of the business itself.
- Happy employees do better work. It’s been proven that happiness raises productivity by 31% and accuracy on tasks by 19%. A high turnover rate means more mistakes as new folks adjust. If you find meaning in your work and are happy in your job, you’re more likely to stay with that company for longer, all the while getting better at what you do. Plus, if you love what you do, you’ll be more attentive and put more energy into your work.
- Happy employees are more likely to go above and beyond. Feeling empowered is a key part of happiness on the job. Fear of punishment for making small mistakes can be draining and takes away motivation to think of new solutions for customers’ pain points. Management consultant from the Centre of Applied Positive Psychology Nicky Garcea observes that even among leaders in “high risk” environments such as defense, engineering, or medicine, “there is a view that suggests that employees who are prepared to push the boundaries and sometimes make a mistake are more creative than those that do not.” Happy employees are more likely to go that extra mile and truly WOW customers (who will, in turn, tell their friends all about it!).
Happy employees, happy customers, happy business.
To learn more about how to implement knock-your-socks-off customer service at your company, check out Ruby CEO Jill Nelson’s ongoing series on the Ruby Service Pyramid!