How to prepare your employees for dialogue
When customer satisfaction is in the hands of your employees, it’s important that you prepare them well. An increasing number of companies use measurements and feedback from customers as a dialogue tool. This enhances the employees’ commitment and contact with the customer.
One of our customers says it very precisely: “The customers try to teach us something every day through the feedback they give us.” Not everyone dares to ask the customers how satisfied they are, but for the companies that have the courage, the customer can become the best possible guide. Our customers have taken that step.
Give the customer a seat in the office
At EGN, eurodan-huse and Aarhus Municipality, employees can follow the development of the company’s NPS score (What is NPS?) on screens set up for this purpose. Like several other organisations, they focus on customer satisfaction, and the info screens make it easy to manage. At the Citizen Service Centre in Aarhus Municipality, the measurements have almost become a sport, which has increased the employees’ engagement.
In short, commitment is contagious, and it’s a good way to develop skills
The same applies at EGN, where the members’ NPS responses continuously pop onto a big screen next to the coffee machine. In this way the work on the NPS data becomes tangible and understandable for all employees.
Internally, it’s a really good tool that’s simple to use and easy to decode
The info screens showing the current NPS score create visibility, make the focus on customer satisfaction a normal part of the workday, and get employees more involved. Behind the numbers – in the customers’ comments – there’s even more to learn.
Use your customer as a guide
When working with the NPS method, it’s important not to get too hung up on the score itself. It’s at least as important how the development takes place, and what lies behind your customers’ evaluations. At Norlys Digital, they optimise the customer experience using the customer as a guide.
The customers try to teach us something every day through the feedback they give us. It’s about understanding their needs and being aware of our own behaviour. The more we train our empathic ability, the better our performance will be
At eurodan-huse, the measurements can sometimes be surprising. An evaluation from the customer can show that what the employee experienced as a good dialogue is perceived differently by the customer. Feedback from the customer gives rise to reflection and opportunities for learning.
A matter-of-fact contact with the customer works as a reality check and highlights relevant issues. Feedback becomes relevant when it comes directly from the “horse’s mouth”. At Audika, they have also experienced this.
It’s not just hypotheses or something that comes from a regional manager: it’s real experiences that real customers describe in their own words
Put your employees in a better position
Good customer contact can take as many different forms as there are customers and frontline staff. What works best in one setting can be less appropriate in another. But you can give your employees a solid starting point for interacting with the customers in the best possible way by making important knowledge about the customers’ wishes and needs easily available.
This both enhances communication with your customers and your internal dialogue about what constitutes good customer contact and how you can interact with customers even better.
Use info screens and let the customer lead the way
The value of info screens with the current NPS score:
- creates visibility
- makes the focus on customer satisfaction part of the workday
- enhances employee engagement.
The value of using the customer as a guide:
- Increases relevance and acts as a reality check
- Provides greater understanding of the customer’s needs
- Increases awareness of the employees’ own behaviour
Find inspiration to your work with NPS and CX
You can always find customer cases and articles about Net Promoter Score and Customer Experience on our blog