Staying Employee-Centric Paves the Way for a Better Customer Experience
Every company wants to deliver the best customer experience possible — or at least they should! But wanting it and delivering on it are two different matters. The latter takes a whole lot of effort from your employees, doesn’t it?
Walt Disney once said, “Do what you do so well that they will want to see it again and bring their friends.”
And while there aren’t any rides, fireworks, or beloved character visits at Cenetric, we do strive to make our clients’ experience so pleasant and productive that they feel comfortable contacting us again — and referring us to other companies.
Putting employees first
One of the ways we do that is with an unrelenting focus on our employees. We offer all the standard benefits our employees need to take care of themselves and their families, But we’ve also got some other great ones like weekly chaplain visits; unlimited PTO; a game room with lots of board games, puzzles and a PS5; frequent 5K opportunities, and plenty of fun group/team games and contests.
But our employee focus isn’t just about the benefits of working here. We also make sure they get plenty of resources to do their best work with our clients. One of those resources is Dr. Susan Harrison, a Kansas City area speaker, coach and customer service trainer.
Cenetric CEO Brittany Fugate brought in Dr. Harrison to make sure every help desk agent had the right training to handle high-pressure, urgent situations. Sometimes clients call us with a problem that needs resolution very quickly, and we want our team to be able to act fast — with care.
“We wanted Dr. Harrison to help us identify ways to communicate different things to different clients in an escalated situation,” Fugate said. “She worked closely with our team in person and remotely and gave them key strategies to use when the stakes are high.”
In her training sessions, Dr. Harrison worked with the team to look beyond a client’s actual IT question.
“I think the big thing for them was just being aware of the clients’ needs other than just specific IT help,” she said. “They also need somebody who will actively listen to them and give an empathetic response based on what they say, rather than just working through a script.”
Dr. Harrison has worked with Cenetric through a period of rapid growth to make sure that not only do clients get a great experience, but employees do as well.
“One of the things that I try to teach no matter who I’m training is that when you do better work, it actually makes your job better too,” Dr. Harrison said. “Your work is more fun and the day goes by faster.”
Much like Walt Disney, Dr. Harrison knows the power of building customer loyalty.
“When people feel comfortable not only to come back and do more business but also to refer others, that’s a winning combination.”
The Cenetric team is ready to help your business
Treating our responsive, expert team well means they’ll treat you well when you’re a Cenetric client. When you contact Cenetric, your call will always be answered by someone with a minimum A+ certification — and, of course, extensive, top-notch customer service training.
Looking for IT support from an employee-focused provider? Tell us about your business and we’ll be in touch to get started right away.