A large number of businesses have customer retention and recovery programs in place, but the problem is that these practices tend to be reactive instead of proactive. While responding to customer concerns is an essential part of running a successful business, the ultimate goal should be to reduce the number of customers that feel the need to complain to begin with. Two ways that businesses can help prevent consumers from having bad experiences is to take advantage of a crisis hotline and to use an employee helpline. In spite of the fact that most businesses are not open 24-hours a day, many operate well beyond their normal business hours. Cleaning, restocking and deliveries often occur after the doors have closed. During this time, employees are often left without a manager. If an emergency occurs, staff may not have any way of reporting a problem. When problems are not passed along with management, they can get worse or become a crisis situation. However, if a company uses a crisis hotline service, staff can report an issue when it occurs 24/7/365. Whether equipment has broken down, a delivery has been delayed or a building has lost power, the problem can be reported to management so they can start working on it immediately. Even if the problem is not completely resolved by the following day, a business can make accommodations for the issue that reduces customer impact. Businesses should also look into using an employee helpline. Some businesses underestimate the importance of a happy staff, but many recent studies show that there is a strong correlation between loyal employees and loyal customers. When employees feel valued and are happy with their jobs, they are friendlier, will work harder and they will go above and beyond for customers. Companies that use an employee feedback collection service can keep tabs on the working environment and sentiment of their staff. With these services, employees can report concerns anonymously, which increases the likelihood that sensitive issues, such as harassment or discrimination, will not be kept secret.Links:
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