The True Golden Rule of Customer Satisfaction

 

Contrary to popular belief, the golden rule is not that the person with the gold makes the rules. And, in terms of customer service, the golden rule isn’t “treat people the way you would like to be treated.” At least Brandon Knight, Vice President of Business Development at Telarus, doesn’t think so.

Knight has his ideas that make for excellent customer experience and satisfaction, and he shared his insights with host Tyler Kern.

“The majority of businesses with customer-centric focus models base customer interactions on treating the customers on their treatment preferences,” Knight said. “A better customer service, a better customer experience, is treating a customer the way they want to be treated.”

Knight’s primary concern with treating customers how someone on the business side prefers is that a customer may have different needs and wants from the person tasked with meeting their needs.

“When it comes to the customer experience, it is important for companies to have myriad ways to interact,” Knight said.

Today’s customers may not want to interact with a person; they may wish to communicate via a company’s website. Knight said companies need to consider how a customer wishes to communicate with them.

Another secret to achieving customer satisfaction is employee satisfaction.

“The person who comes into contact with the customer may be the only impression of the company that the customer has,” Knight said.

A large percentage of the time, the people who have the majority of these customer-interactions may work in contact centers. The question Knight has is, what conditions do these frontline workers face? Are they comfortable, do they feel valued, do they feel empowered?

If the answer is no to these questions, and Knight often believes that it is, then employees won’t be satisfied. That lack of satisfaction will spill over into customer interactions.

Follow us on social media for the latest updates in B2B!
Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

skilled trades career
A Skilled Trades Career Provides a Future-Proof Path
July 18, 2024

In today’s rapidly changing job market, a skilled trades career offers a viable and attractive option, especially for the younger generations exploring alternatives to traditional college education. Recent trends indicate a significant shift in interest in these hands-on professions. On Straight Outta Crumpton, host Greg Crumpton engages in a lively conversation with Nicole Bass,…

Read More
HVAC careers
How to Bridge the Gap in HVAC Careers Through Education and Inclusion: Insights from Nicole Bass
July 18, 2024

In the dynamic world of skilled trades, the HVAC industry is witnessing a significant transformation driven by leaders like Nicole Bass. With a growing emphasis on practical education and the shift in generational perspectives towards career choices, the discussion around HVAC careers is more relevant than ever. Today, we delve into the inspiring journey…

Read More
presence
Truckpedia Modernize Trucking Operations and Build Robust Presence with Innovation
July 18, 2024

The trucking industry, valued at over $940 billion annually, remains one of the most traditional and least technologically advanced sectors. Small trucking companies, which constitute 95.8% of the industry, often struggle to scale and compete due to outdated practices and limited resources. These companies need innovative solutions to modernize their operations and build a robust…

Read More
personal fulfillment
Personal Fulfillment with Margaret Weniger | Ep. 9 | Growthwell with Josh Byrd
July 18, 2024

Balancing professional success and personal well-being has become increasingly critical in the modern workforce. In the wake of the pandemic, many individuals are re-evaluating their career paths to find roles that offer both professional growth and personal fulfillment. According to a survey by The Muse, 75% of respondents are planning to look for a…

Read More