Customer Service Suffers If Employees Don’t Feel Engaged

Just one third of employees see their colleagues ‘putting the customer first’ on a daily basis

Customer Service Suffers If Employees Don’t Feel Engaged

UK small businesses are being warned that having unengaged workers can lead to problems with customer service, according to a report by Dragonfish.

The survey of 1,200 employees revealed that 64% don’t believe the company they work for has a clear purpose, with the same number believing it solely exists to earn money.

Trust appears to be another big issue for respondents, as just 40% have confidence in higher management with 58% of the belief their role has no bearing on the long term future of the business.

It’s suggested a main consequence of such employee dis-engagement is decreased customer service, as just 32%of those surveyed see their colleagues ‘putting the customer first’ on a daily basis, while 33% believe their co-workers are good at understanding customer expectations.

Richard Webley, managing director at Dragonfish, said:

“Our research shows that now more than ever, an organisation’s culture goes beyond four walls. In an age of social media and instant communication, if there’s something amiss with your organisation’s culture, the world’s going to know about it.

“That means employees, customers and potential customers too. These days, if your culture stinks, your customers will feel it. And probably tell you about it publicly.”

Need to motivate and engage your employees? Read our guide here.

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