Many companies these days have recognized the deep potential of using their employees to communicate company values to the customers as well as promoting the company and its products in general; in fact, a company’s image among consumers has a lot to do with its employees. For instance, when we think of Apple, one of first few things that pop up in our minds are their employees and some of their unique attributes such as friendliness, cool uniforms and extroversion. And thus, we also associate these positive qualities with their company, Apple, which demonstrates how important employees are in connecting customers to their company.
There are many ways to get the most out o f your employees’ ability to promote the company, but in my opinion, the one critical element in effectively utilizing this potential is employee training program The training programs are to educate your employees about company values, product knowledge and how to behave in front of customers, but more importantly, their purpose is to achieve consistency in customer experience. In my own experience, I have mixed feelings about Rogers customer service. When I am on the phone with them, sometimes I will encounter a representative who is really impatient and rude while sometimes I will be talking to a nice and helpful service person. However, my overall experience is flawed because of the inconsistency of Rogers employees’ attitudes. Moreover, this inconsistency can damage the company’s reputation even further as some individuals like me may write our occasionally terrible experience online, causing more customers to stay away from Rogers. As a result, a company needs to make sure this does not happen by implementing systemic and effective employee training programs that reduce unsatisfactory customer experience to a minimal as well as make sure company values are clearly demonstrated through employees.