As an employer or manager, have you ever thought about how to share the news about your new customer feedback software with your employees? It’s essential to make sure your team knows about this new tool and how it helps them create a culture of transparency and accountability. By understanding how customer feedback can brighten their day and motivate them to do great work, you can make sure your employees are truly engaged and eager to use the software. So, how can you create an environment where customer feedback is embraced rather than seen as a threat? Let’s explore the best ways to make customer feedback an important part of your team’s culture.
How to Communicate Staffino within Your Company in 9 Steps
1. Embrace a top-down approach
After years of experience with different national and international organisations, it’s clear that a top-down approach works best. Start by emailing your department managers or having a meeting with them to explain the new customer feedback tool. Delegate the task of getting the word out to department managers, who can then share the information with team managers or employees, depending on the size of the company.
As a leader, it’s important to set an example by stressing the importance of customer feedback software and demonstrating its advantages. This will help middle and lower management communicate the message effectively to their employees.
2. Explain that customer feedback is important to the company’s success
Highlight the value of customer feedback and the improvements it can bring about, such as improved customer experience and higher revenue. Explain how the insights gathered from customer feedback can help employees better serve customers and make their job easier.
3. Set clear expectations and guidelines
Make sure employees understand that customer feedback is intended to help them improve and is not a means of punishment or threat. Emphasise that you won’t use customer feedback to fire employees but instead to improve the quality of your customer service. In fact, around 86% of customer feedback is positive and can be used to boost employee morale. A few kind words from customers can easily make their day brighter.
“We never imagined we would get such a big amount of feedback. The “Thank-yous” help us sustain a good mood and a positive attitude when serving the customers. We were pleasantly surprised that most of the suggestions are not just some negative comments but they are relevant suggestions to improve our services. Thanks to Staffino we have quick and specific information about the work of each employee.”
Pavel Tesař
Director of Call Center, E.ON CZ
4. Create a culture of openness and transparency around customer feedback
Make customer feedback visible to employees, so they can see how their actions affect customer satisfaction. Encourage employees to share customer feedback with each other so they understand its importance and become empowered to act on it. Finally, create a culture of openness around customer feedback by openly discussing successes, failures and the lessons learned with your employees.
5. Celebrate customer feedback success stories
Showcase examples of how customer feedback has been acted upon and the positive outcomes it has achieved. Celebrating these success stories can help motivate your team to continue to act on customer feedback and strive to achieve positive outcomes. In addition, show your team best practices for how to act on customer feedback. This can further encourage your team to strive for similar successes in the future.
6. Recognise employees’ efforts
Recognise the efforts of employees and thank them for their hard work. Remember that even a simple thank you can go a long way. For instance, you may thank employees when they receive positive customer feedback. Or, you may reward employees who take customer feedback seriously and act on it. This will help to motivate all employees to engage with customer feedback and to use it to improve. We also suggest utilising an employee gamification tool to motivate staff performance through competitions based on customer feedback and the awarding of online badges.
7. Make sure employees feel valued
Ensure your employees feel appreciated for their efforts in providing excellent customer service. Valuing your employees is essential to maintaining a happy, productive, and successful workplace. Create a culture that celebrates accomplishments, and make sure to give credit where credit is due. Show your appreciation through verbal praise, small gifts, or monetary bonuses. By showing your employees that their contributions are appreciated, they will feel more motivated and engaged in their work.
8. Offer additional training to employees
Make sure to provide constructive feedback and support when needed, so employees can continue to grow. Additionally, offer training opportunities so that your employees can continue to develop their customer service skills.
9. Use customer feedback to drive team-building activities
Encourage employees to work together to identify and address customer needs. Team-building activities that use customer feedback can be highly effective in improving employee morale, fostering collaboration, and creating a culture of customer-centricity. This type of activity can involve having employees review customer feedback, discuss the issues customers are facing, and brainstorm solutions that can be implemented to address those needs.
A Wrap-up
Deploying new customer feedback software can be daunting. After years of observations, we understand the potential hesitations that come with change, but we’re here to help you through it. With this article, we hope to equip you with the knowledge and resources needed to share Staffino with your team. If you have any further questions, our customer and employee experience experts are just a call/email away.
