All around the globe a lot of hue and cry has been made with the economic slowdown. It is believed to have been the worst slowdown to have hit the entire globe in history and has led to an extended period of difficulty which has not spared even the most ordinary man on the street. Lot of flourishing business's had to shut shop because of the sudden economic crunch and thousands of customer service employees were laid off resulting in extreme steps and reactions from all quarters. What the world experienced for last almost two years had neither been experienced by most for their entire lifetimes and in all probability would like to go through the ordeal all over again. There have been good and positive signs for the last six months or so and every industry is starting to see light at the end of the dark tunnel through which they had been traveling for the past two years. Recruitments, New Contracts, Demand of products etc. are seeing a rise although not as similar to what it was before the slowdown but the ball has started rolling in the right direction.
Although the period had been very grim during the slowdown but people with never say die positive spirit can take out various positives from it as well. Companies or business houses; especially the ones in the customer service centric industries can also learn quite a few important lessons from the great economic slowdown. The first reactive question here would be "what are the customer service lessons from recession which one can take". Some very subtle and basic learning's which one can extract from this difficult period are:
# Do not compromise with the quality of service:
Service standards are something can be the difference between two competitors and in most cases is the deciding factor for the customers to fix their loyalties with a specific service provider. In difficult times, customers who utilize or consume the services are very particular about the product that they are getting. 'Value for Money' is the name of the game and customers tend to dissect each and every aspect of service that they are offered. Companies which tend to cut corners during such tough times get caught very easily by the customers prying eyes. On the contrary if the companies continue with the service standards that they provide normally tend to get noticed in the positive sense in the eyes of the customers. The icing on the cake can come in from the company’s customer service employees who with their concerted efforts can leave a lasting impression in the customers mind. So therefore; before you look at opting for a slightly lower quality of tissue paper or a lighter grade of paper used for tickets with an eye on cost cutting; think twice before implementing and executing such decisions.
# Instead of retrenchment; explore avenues to train customer service employees
The most compelling aftermath of the slowdown has been in the retrenchment of customer service employees. Pink slips have been issued to thousands of workers and customer service employees irrespective of the size and scale of business operation of the company that they had been working for. Although this is the most common and easiest thing to do; but one should realize that for most of human beings a lot of things in their lives depend upon their ability to earn bread for their families. Manpower costs occupy a substantial portion in a business's operating expenses and savings in this cost head can be the much needed lifeline for the overall health of the business. But retrenchment should be the last resort and should only be taken when there is no other alternative left. Instead companies should try and explore avenues with the help of which they can train and enhance the careers of their workforce. Advanced training will help the customer service employees in cementing their positions in the company and they will be able to provide exceptional service to their guests as they would not have to worry about the longevities of their jobs. It will also help them in multitasking and taking up possible other responsibilities within their organizations.
# Consolidate loose ends:
The slowdown has also been an important time for various companies and business houses to take stalk of the way they have been going about their business. When the times were right and business booming companies did not have time to dwell over minute points related to operations. A lot of procedures would have been made primarily to safeguard the position and risks of the company and not realizing whether these processes are customer focused or not. Large conglomerates also project attitude of their size with the way they do business or deal with the customers; internal as well as external. Recession has given ample time to these organizations to analyze each and every aspect of their operations, policies and processes. It is worthwhile to tighten all loose ends and ensure that whatever processes are made; some thought and customer focus goes into it. Customers like being pampered and if they can find something which they have always wanted; they would feel excited to be a partner to it.
Although these customer service lessons from recession might not turn around the fortunes of companies in touch times, but by implementing and practicing these companies can surely hold on to the most important key to their business: THEIR LOYAL CUSTOMERS!!
