Home Business Insights & Advice The impact of employee well-being on customer service

The impact of employee well-being on customer service

by Sarah Dunsby
28th Jun 24 11:20 am

Today, over 90% of businesses embrace the urgency of employee well-being. Companies have realised how vital employee well-being is to the competitive business environment. Employee well-being is more than a catchphrase; it is an essential component that significantly impacts customer service and the company’s performance. Employee well-being comprises several factors, among them emotional, physical and mental well-being. Happy employees tend to be more engaged and productive, delivering top-notch customer service. This post focuses on the relationship between employee well-being and customer service.

Employee well-being

Employee well-being is defined as the overall professional state of the workers’ emotional, mental and physical health. Using technology to improve job satisfaction is one of the efficient ways to support employee well-being. The technologies from Mapal-os.com provide all-inclusive solutions for controlling and enhancing workers’ well-being. Mapal’s suite of tools can assist companies in fostering a positive workplace culture that promotes employee growth and improves customer service.

Several factors influence employee well-being in the hospitality industry, including their relationship with fellow workers, their choices, and the availability of resources and tools at their disposal. Other factors include working hours, compensation and work environment safety.

The link between employee well-being and customer service

When a company focuses on employee well-being, these are some of the benefits that are likely to occur and impact customer service positively:

Enhanced communication skills

Cognitive and overall communication abilities are greatly improved by mental wellness. When the employees in the hospitality industry are in the right mental state, they will carefully listen to the clients and address their issues in a manner that pleases them. However, when the employees are disturbed, they expect no good outcome. They will end up even being rude to the clients. Remember, the quality of the support services will determine if your business will have the same clients again. So when clients realise there are poor communication skills among the employees, they will not return or even refer their friends to your business. Therefore, employees must be in the right mind to enhance smoother interactions and better services.

Increased productivity and efficiency

It is no secret that employees who are physically and mentally healthy tend to be more productive. A stress-free employee will concentrate on their assignment and deliver quality results. Such employees are likely to love their work environment; therefore, there will be a 100% daily employee turnout. There won’t be cases of sick-offs or other related off-duty cases. The workers will be inclined to go above their limits to perform allocated roles. Now that employees are more present and actively involved in client encounters, they can provide better customer service.

Increased commitment and loyalty

Well, one thing about employees is that they like to be appreciated. Once they notice their efforts are appreciated, they will likely devote themselves to the company since the employer values their well-being. To show the employer a sign of good faith, they will start being dedicated to their profession, more so in how they handle the clients. Long-term workers cultivate stronger bonds with clients by providing a tailored experience that can greatly increase client happiness and loyalty.

Positive attitude and morale

Once an employer values the workers, this boosts their attitude towards work. All an employee requires from their bosses is support and appreciation. Once the two are achieved, it significantly increases the employee’s morale. The cheerfulness spreads easily and fosters a welcoming environment that will attract many clients. Something about a contended workforce is that they tend to be polite, understanding and eager to assist, which benefits customers.

Strategies used in implementing well-being

Employers must ensure that the work environment is safe, conducive and clean to mental and physical health. Companies can incorporate lighting, ergonomic furniture and a comfortable working environment.

Companies need to support mental health. Introducing mental health agendas can ensure employees have access to counselling services. This will create an open culture where employees can freely share their problems.

Additionally, employers should learn to advocate work-life balance. Encourage staff members to have regular breaks, offer them reasonable working hours, and champion remote working alternatives. Work-life balance is a crucial factor that helps against burnout and promotes mental health.

Lastly, employers should recognise and appreciate those who deliver quality results in their assigned duties. This can be done by giving out vouchers, verbal praise, taking them on vacation, etc.

Apart from being a moral duty, employee well-being is also a business necessity. Employee well-being directly impacts the services that clients receive, impacting everything from staff loyalty and communication skills to efficiency and productivity. When a client gets better services from the staff members, it ultimately results in happier customers and increased company success. To conclude, companies must invest in employee well-being since it will result in a win-win situation between clients and employees.

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