Service excellence: A direct outcome of employee experience

Service excellence is directly bolstered by employee excellence, as motivated and skilled employees are more likely to deliver exceptional customer experiences. This synergy between employee excellence and service quality ultimately enhances a company's reputation and competitive edge in the market.

Podcast Audio Transcript

Mimi: Hello listeners, this is Mimi; thank you for tuning in to yet another exciting and informative podcast from us at Infosys BPM. Today, we are discussing about “service excellence: a direct outcome of employee experience. And to talk about this, we have here with us, Angelica Dengo, Senior Services Head – Client Operations. Welcome Angelica. How are you?

Angelica: I’m doing well, Mimi. It’s great to be part of this podcast series.

Mimi: It’s our pleasure. Angelica, service excellence and employee experience are closely connected in many organizations, aren’t they? The way employees feel, and their level of engagement within a company can directly impact the quality of service they provide to customers.

A study that I found says that companies which engage employees outperform their competitors by 147%. Is it really that impactful?

Angelica: Certainly Mimi! Employee experience has a profound impact on customer experience as you said. I can elaborate on key points that highlight this crucial connection:

Firstly, meaningful work: It is well-established that when employees find their work rewarding and aligned with their values, their commitment and passion towards their roles increase. This dedication directly translates to improved customer interactions, as engaged employees are more likely to go above and beyond to address customer needs.

The next key aspect is career growth. Organizations that invest in employee development and offer clear paths for career advancement foster a more motivated and skilled workforce. Engaged employees, with a sense of opportunity for growth, are more likely to deliver exceptional service to customers.

Another key aspect is sustainability: Organizations that prioritize sustainability demonstrate their commitment to social responsibility. Such initiatives resonate well with employees who share these values, and naturally it leads to a stronger sense of pride and advocacy for the company. Customers, as well, are increasingly drawn to businesses that align with their own ethical beliefs, positively influencing customer perception and brand affinity.

Employee wellness groups are another critical aspect. When employees feel cared for and supported in their physical and mental well-being, they are motivated to carry out profoundly improved customer interactions.

Mimi:I completely agree Angelica. Some of these key aspects are the core reason behind the success of globally respected organizations such as Infosys.

I reckon you have a thoroughly impactful service excellence framework in place. Could you give more details on it?

Angelica: Sure Mimi. The service excellence framework we have is a structured approach to achieve and maintain exceptional levels of customer service and satisfaction. It serves as a blueprint to guide us in delivering consistent, high-quality service experiences to customers. I will mention key components of the framework.

Firstly, customer-centric culture: The foundation of the framework is a customer-centric culture, where all employees understand the importance of systematic identification and solution of customer issues.

Secondly, service standards and guidelines: Clear and well-defined service standards and guidelines are established to outline the expected behaviours and actions of employees when dealing with customers.

Another important point is employee training and development: We invest in training and development programs to equip employees with the necessary skills, knowledge, and attitudes required, by implementing “surgical coaching”, best practices identification, knowledge tests, among others.

We can’t discount feedback mechanisms: Effective continuous process improvement mechanisms are in place to allow us to gather insights from customers regularly.

And finally, recognition and Rewards: Recognizing and rewarding employees for exceptional service performance reinforces positive behaviours and encourages a culture of excellence. Such recognition can take the form of verbal appreciation, incentives, or even career advancement opportunities.

Overall, service excellence frameworks enable us to build strong customer relationships, foster customer loyalty, and gain a competitive advantage in the market.

Mimi: Excellent to hear this Angelica. This is most definitely the reason behind the rising customer expectations as well in the industry. The better we do things, greater the expectations become.

Another aspect that I reckon as important is the need for the right employees to implement your vision. How do you go about bringing in the right talent?

Angelica: That’s a great question, Mimi. While the organization’s policies are important, hiring employees with the right attitude and behaviour is equally important.

The KPIs that are measured, such as the service level and net promoter score (NPS), to hire the right talent are directly correlated. For instance, lowering the service level while at higher occupancy decreases efficiencies and increases turnover.

Before starting the hiring process, clearly define the ideal candidate profile. Consider both technical skills and behavioural attributes that align with your organization's values and customer service goals. Look for candidates who demonstrate empathy, communication skills, adaptability, and a customer-centric mindset.

Ensure that candidates align with your organization's culture and core values. Employees who share your company's vision and mission are more likely to be engaged and committed to delivering a positive customer and employee experience.

NPS can be used as a benchmark to evaluate the effectiveness of new hires in improving customer experiences over time. High NPS scores suggest that the right employees are positively impacting customer satisfaction.

Mimi:That’s true. Exceptional employees who genuinely care about their customers, address their needs, and provide outstanding service are more likely to contribute to higher NPS scores. Positive customer experiences created by engaged employees can lead to increased customer loyalty and overall business growth as well.

Angelica, it was a wonderful discussion we had today. Thank you, and I appreciate your time with us.

Angelica: It’s always a pleasure Mimi.

Mimi: Dear listeners, if you enjoyed our podcast today, please don’t forget to share and like it on social media. Our social handles are mentioned in the podcast page. The podcast will be available on various platforms like Google Podcasts and Spotify, in addition to our website.

Also, if you have any queries, do reach out to us through the email address on the podcast description. Watch this space for more exciting podcasts coming up. Once again, thank you for tuning in, stay safe and stay sharp. Have a nice day!

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