If at all possible, ensure that EVERY SINGLE PERSON who works for you is also a customer of your company.
Sure, all employees have access to the different tools & communications that your customers use & receive. They most probably get some hands-on experience while they’re in new hire & refresher training.
But there is nothing more valuable…NOTHING…than personally experiencing the level & type of service that your customers normally receive.
You don’t necessarily need a “secret shopper’s” program to see how you’re doing.
Not only can your own employees help you with that, but their personal interaction with the different touch points of your organization…ATMs, stores, company website, forms, statements & invoices, telephone Customer Service, chat, IVR/Interactive Voice Response, phone apps…will significantly improve their own expertise when it comes to assisting your customers.
Research has shown that people remember about 60% or so of information that they’re told.
That figure rises to ~70% when that same stuff is read.
But when someone personally experiences something BY ACTUALLY DOING IT THEMSELVES, then retention of that data is often 85% or greater!
They’ll learn exactly what it’s like to open a monthly statement, look through the inserts, see what information is presented & how, compare that to the tools they use to access the same information at work & be much better equipped to handle the “translation” that’s necessary between what the customer is seeing/doing/saying & what the employee on the other side is seeing & hearing.
You’ll also know the various ways to make transacting with your company even easier. Did they know they could use nicknames for different accounts or bill payees on on-line banking? It’s a lot easier to pay the proper vendor when one payee is labeled “Home Phone” & the other “Mom’s Cell” or when you’re transferring money between accounts.
They’ll learn the various “tricks” to make IVR navigation easier & quicker.
They’ll master the use of various alerts when different situations occur (low balance, high $ transactions, etc.).
They’ll better understand various options available, for example, when a customer reaches the daily cash withdrawal maximum.
There are probably dozens & dozens (hundreds?) of helpful hints & tidbits of information they can glean by being customers themselves.
I’ve always told my people…
“It’s really nice that you wanna help teach me how to drive.
But unless you’re already able & a proven good driver, we’re just gonna crash into a tree!”
Don’t have your people & customers crashing into trees. Make sure your people are certified instructors with as much hands-on practice AND DAILY USE OF THE TOOLS as possible.
It really works!
Thanks again for listening!