How do you prioritize customer satisfaction and organizational integrity?

A business should have a clear, defined understanding of it's true mission, beliefs, and practices. If their actions prove to be in line with their stated aim, then employees can make a sound, informed decision as to whether or not they choose to align with said goals and values. The same goes for any potential customers. If these fundamentals are clearly communicated, expectations can be reasonably set and effective customer care can naturally flourish.

I have learned that to achieve utmost customer satisfaction and uphold unwavering organizational integrity, companies must wholeheartedly prioritize their service offerings. The pivotal question that should guide their actions is: How can we consistently provide our valued customers with exceptional products and services? Embracing the notion of perpetual growth, companies must continuously seek avenues for enhancement and employ strategies to refine their offerings. In order to foster organizational integrity, it is imperative for companies to imbue their employees with this fundamental value, making it an integral part of the company's ethos. -Katrina Johnson

I totally agree that you must understand the mission, vision and values of a company and apply it to your work ethic. I do have to add, most companies do not teach their employees these core values. I’ve worked as a CSR pretty much my whole work career and I don’t ever remember getting insight on all these values. It’s a win for the customer and a win for the company when the customer feels heard and action is taken on the issue. Being personable and approachable is everything.

In answering what one does to prioritize customer satisfaction and organizational integrity it must be stated that balance is the key in its execution. Whether one is representing a startup, established, or legacy company, in the moment that a decision is made in real-time, one must consider the following factors: -what does their company represent -what is the customer's request -how will fulling the request impact the individual and company -what are one's personal values The best case scenario, a representative will classify the customer's request as beneficial or evolutionary for the company; they will satisfy the customer's request, inform all necessary parties within the company, and sustain or elevate their own values.

From a trauma informed approach listening actively and empathetically to clients with past traumas is very important, it helps in building the client’s trust and pave the way for a successful case plan. Working closely with clients will help them achieve their goals and overcome traumatic experiences and focus on achieving future goals and eventually fulfilling clients satisfaction.

What are your customer’s values? What are their expectations for your product or service qualities? Remain extremely alert for feedback on where there is conflict between thier answers and your values and offerings. If you are extremely lucky, the event will spark improvement, innovation, and advantage.

Under promise and over-deliver has been a statement for years within business. You don't want to set unrealistic goals that are not achievable. However, under promising might also create complacency and negates the ability to challenge yourself. The accurate word may be down promising. Keep promises and deliver those promises to create trust and rapport, all while representing your company's policies and procedures.

Oftentimes we try to soften the landing of difficult news or frame information in a positive light, which can be manipulative. Even if our intentions are good, it can ultimately hurt the people relying on us for accurate information. Give people the respect and dignity to make their own inferences and conclusions based on unedited information. They will trust you more.

In the non-profit sector and in particular in the resettlement arena, managing client’s expectations is fundamental to set realistic and achievable goals. Understanding the mission and vision of the organization is crucial to build the relationship with the clients. Provide the clients with accurate information and reliable resources as well as providing them with the right tools and support will help them make informed decisions for their resettlement journey. The wow factor will represent itself in the successful stories of clients who achieved their resettlement goals following this module of support.

Remember, customer loyalty and repeat business have a higher economic value because predictable revenues make a business less of a financial risk, lowering the cost of capital. (Think about two businesses. One starts each year having to hunt for a 100 new customers. The other knows 75 of its customers will come back because of good customer service, they’ll refer 25 new customers through their network without costing a dollar, and the same marketing budget is spent finding those 100 new customers. If both start at zero on day one and spend the same budget over 3 years, by the end of Year 3, CoOne serves 300 clients, and CoTwo serves 500!) If you “learn from your mistakes”, you can turn a crisis into a long term opportunity.

Its way better to say I'll find out than to give the customer a random likely inaccurate answer just to save face. Strive to know your organization. Your immediate supervisor may not always be the best source of the information you need to help your customer. But keep your supervisor in the loop, its not about going around them. Handled correctly you might both learn something.

In my book “Hospitality Will Maximize My Tips” I tried to explain how Hospitality Will help increase the number of REGULAR CUSTOMERS and help maintain employees.

Clients/ customers need to know you care about their needs without any distractions. Make them feel like they are the only person in the room. Focus on their needs only. Never put your back up against the wall. Be friendly and listen tentatively! Go the extra mile to solve the issue. They will be very appreciative of the efforts even if you can’t resolve the issue first time around.