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Indebta > Small Business > Have A Lean Staff? 17 Ways To Maintain A High-Quality Customer Experience
Small Business

Have A Lean Staff? 17 Ways To Maintain A High-Quality Customer Experience

News Room
Last updated: 2023/06/05 at 10:43 PM
By News Room
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In today’s competitive business landscape, a top-notch customer experience can be crucial to standing out from the crowd. In ideal circumstances, a business would have more than enough staff members to ensure customers are properly being served. However, there will be times when this will not be the case, and the business will still need to guarantee that the customer experience does not suffer as a result.

Contents
1. Create A Feedback Loop With Customers2. Communicate Regularly3. Set Key Priorities4. Provide The Right Training And Support5. Prioritize Employee Well-Being6. Establish Clear Communication Channels7. Create A Unified Team8. Focus On Desired Outcomes9. Evaluate Existing Processes And Tools10. Monitor Customer Satisfaction11. Maximize Every Available Resource12. Cross-Train Employees13. Leverage Technology14. Prioritize High-Impact Tasks15. Get Managers Involved16. Determine Critical Customer Touchpoints17. Put Needed Systems In Place

While being short-staffed does bring challenges, pressure and stress to employees, it is still possible to effectively meet and surpass customer expectations. To help, 17 Forbes Business Council members share tips on how managers can ensure a top-quality customer experience even when they’re operating with a lean staff.

1. Create A Feedback Loop With Customers

The lifeblood of any organization is the attention to good customer service. What that looks like may vary by the business, but care must be taken by managers to prioritize customer service elements and work with staff. Invite employees to share their input, streamline processes, identify must-haves and determine how best to implement changes with a lean crew. Then, ask customers to evaluate to help refine service. – Udi Merhav, energyOrbit

2. Communicate Regularly

In our operations, we have a staff that often wears many hats in different roles. To mitigate burdening one individual with excessive stress or pressure, we all work to make regular and frequent communication as steady as possible. This includes sharing the outcomes of meetings or details about emerging problems as soon as they become available to ensure everyone is on the same page. – Ali El Husseini, Medici land governance

Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?

3. Set Key Priorities

Prioritize, then jump in and help your team do the same. Pressure tends to create moments of clarity on work priorities, so leverage that to streamline your team into a lean working machine. Doing this will require clear communication on what, why and how things are being done with customers to avoid any unnecessary altercations as they are bound to compare you with a full-team scenario. – Teja Chekuri, Ironhill Brewery

4. Provide The Right Training And Support

Empower your team with the right training, tools and support to handle the challenges efficiently. Implement streamlined processes and provide clear communication to prevent burnout and maintain a positive customer experience. Prioritize giving employees what they need to actually get the work done over added value items like food or bean bag chairs. – Samuel Johnston, nth Venture

5. Prioritize Employee Well-Being

It’s extremely important to build a culture that puts employees’ well-being at its core. When employees are happy, they do not mind stretching long hours or covering for situations like staff shortages. It’s important to make them believe in the bigger vision and core values. Once they feel part of the brand, then they take ownership of the brand and reflect that brand loyalty. – Rasagna Holt, KGTiger Corporation

6. Establish Clear Communication Channels

A top-quality customer experience can make all the difference in today’s competitive landscape. The best tip to ensure a top-quality customer experience is to establish clear communication channels and prioritize tasks according to their importance. This approach puts team members in a better position to handle the demands of their roles, leading to improved customer interactions and better business outcomes. – Michael Shribman, APS Global Partners Inc.

7. Create A Unified Team

One of the most important things a manager can do is ensure that everyone shares the same vision and goal. This helps to create a unified team that is focused on achieving success together. Effective managers play a crucial role in guiding their teams toward success. They must lead by example and create effective strategies to streamline operations. – Waleed Omar, Premier Nursing Services

8. Focus On Desired Outcomes

With a lean staff, managers can entrust and empower their team members to be more effective and innovate to achieve desired customer outcomes (doing the right things) over just executing preset processes efficiently (doing things right). This Peter Drucker-inspired approach will yield immediate short-term wins and compound into longer term results for customers and the business alike. – Mark Fotohabadi, ADR Times

9. Evaluate Existing Processes And Tools

Streamline processes by reevaluating your existing processes and tools to identify areas where you can improve efficiency. Look for opportunities to automate repetitive tasks and focus on customer feedback to identify consistent gaps and fallouts. By optimizing your resources and eliminating unnecessary manual work, you can free up more time for your team to focus on delivering a high-quality customer experience. – Sonali Nair, Segment Agency

10. Monitor Customer Satisfaction

Customer experience is key, so it’s imperative for businesses to have key performance indicators, metrics and strategies to monitor customer satisfaction. An organization must periodically review internal resources and capacity to provide solutions for customers’ needs and create a great customer experience. – Osita Nwajiufor, BlackTECH Hub

11. Maximize Every Available Resource

Leaders can maintain a high-quality customer experience even when short-staffed by strategically leveraging technology, focusing on their team’s strengths and identifying peak hours. By recognizing the strengths of each staff member, leaders can strategically assign job responsibilities to maximize their outputs to meet customer needs. – Ronke Komolafe, Integrated Physical & Behavioral Health Alliance

12. Cross-Train Employees

Cross-training staff is key to maintaining a top-quality customer experience with a lean team. It broadens skill sets, ensuring any team member can step in where needed. Additionally, investing in automation for routine tasks can free up staff members to focus on complex customer interactions, preserving service quality even in resource-tight situations. – Will Basta, Ascend CapVentures

13. Leverage Technology

Bringing in technology to support your staff is vital. Offering self-service tools—such as chatbots or FAQs—allows customers to find the answers they need without speaking to someone on the team. This really helps lighten the load and allows customer experience staff to handle the more complex inquiries. – Jess Shanahan, Jet Social

14. Prioritize High-Impact Tasks

As a manager, ensuring top-quality customer experience when you’re running a lean staff comes down to two key factors: prioritization and empowerment. By prioritizing the highest-impact tasks and empowering your team to handle them independently, you’ll not only improve the customer experience, but also boost team morale and reduce stress. – Nikita Sachdev, Luna PR

15. Get Managers Involved

When a business is short-staffed, you can ensure top-quality customer experience by motivating managers to be out in the field with their teams. A manager’s responsibility can be steep, but having them involved with the staff motivates, boosts morale and keeps the staff from giving into their exhaustion. Being in the field would also increase the staff’s self-purpose, which would ensure top-quality customer experience. – Alisha Isani, VIO Med Spa

16. Determine Critical Customer Touchpoints

Identifying the most critical touchpoints that have a significant impact on the overall customer experience is crucial. Once these are identified, managers can allocate their resources and efforts to ensure that these critical touchpoints are optimized. Staff must be equipped to handle customer interactions effectively. Investing in automation technologies will also help in providing a top-quality customer experience to customers. – Samhitha Kumbhajadala, ProSquad Consulting

17. Put Needed Systems In Place

The best way to guarantee top-quality customer experience with a lean team is to make sure that necessary processes are in place, updated and accessible to the customer experience team. Another way to provide an exemplary customer experience is to make sure that your customer support representatives are always going above and beyond to make the customer feel seen and heard. A little thoughtfulness can make all the difference. – Erika Royal, The Life Coach School

Read the full article here

News Room June 5, 2023 June 5, 2023
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