Employees Are a Company’s Most Important Asset

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During one of my recent training sessions, several participants were surprised to hear me say that employees, not customers, are a company’s most valued asset.  Customers are second.

When employees understand and champion the corporate mission, vision, and core values, their work will reflect what they believe in.  They will be engaged and motivated…in fact, they’ll give such incredible experiences that customers will want to keep coming back to buy more goods and services.  Employees are the key to creating loyal customers and an endless referral source.

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All-Star Customer Service Agents

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The quality of a company’s customer care program is as good as the people who provide the service which means that customer service training is too important to be relegated to a non-essential category.

Customer service agents are the “go to” experts who answer pressing questions about your organization’s products.  Arming them with tailored training to resolve challenges with pinpoint accuracy will go miles in retaining quality clients.  In addition, on-the-job “refresher” coaching in “live” situations provide excellent teachable moments that can be journaled for future use.  Another option is to assign seasoned agents as mentors to new hires to help them perform their duties with excellence.  Many offices have this type of set up in place.

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