Three-Part Series: Part 1 - 4 Things to Know How Employee Feedback Can Help You Improve

Welcome to our three-part series that will be presented in a blog format, Instagram post, and reel format! The purpose of the series is to acknowledge that all feedback can be beneficial, whether customer, employee or business partner feedback, good or bad.

Okay, let's be completely honest, getting feedback can be a complex situation. Sometimes we agree with the feedback provided by others, other times we don't agree with the feedback. However, these are opportunities for us to check our biases especially if it's a product or

service we are/were super passionate about. The feedback can expose something we didn't think of that can impact potential clients, business partners, employees, and YOU!

Let's dive into the four things on how employee feedback can help you improve!

1. What are

customers complaining about? Customers will definitely tell you what pain points are when they use your services, and they'll tell your employees, especially frontline employees first, what is giving them a headache. They may even tell your staff what can be done to make for a better employee experience and improvement on customer service, product(s), and service(s) you offer.

1. How is the functionality of the product/service behind the scenes? Your employees are going to know the product or service like no other! Fun fact, I worked in customer service and got to speak up and submit improvements on how to improve the functionality of a product which would improve the customer and employee experience. Because we have to use, talk through, sale the product or service, we can determine if the functionality will cause a headache for those who use it. If we notice glitches, we'll definitely speak up to have a fix put in place! So trust your employees or business partners to do the same with a new product as well.

2. Have more user-friendly tools or improvements been suggested by staff? Staff, especially those that are frontline, like to have the same view that their clients/customers have to better assist them with navigation, usage of tools, and more. I know emulation can be a little tricky, but it is doable!

3. Does customer service need to be revamped? Sometimes, the customer is wrong with the delivery and/or knowledge, other times it's the employee they are interacting with. As an example, if a client is irate about the fee or price of using your services and has a conversation with your employee, your employee should be able to navigate the conversation in a calm, professional, and educational matter. Now if customers are constantly providing feedback about customer service representatives not meeting expectations on the customer and business ends, it may be time to look at customer service, employee, and manager training. This is a great time to get their (employees) feedback on how they were trained on handling different scenarios, and you should use that as a takeaway on how to improve training.

I hope this helps on how employee experience and feedback are extremely beneficial in helping your organization to succeed, and provide a great customer, employee, and business partner experience!

Stay tuned for Part 2!