While positive employee experiences can enhance customer experiences, negative employee experiences can have the opposite effect. A famous SNL sketch parodies the frustrating experience of trying to cancel cable service, with a customer being repeatedly put on hold, transferred to different departments and subjected to aggressive sales tactics from customer retention specialists.
The sketch highlights the all-too-common problem of customer service employees who are not engaged or motivated to provide good service, resulting in a negative customer experience. To avoid this scenario, businesses need to prioritize employee engagement and create a positive workplace culture to ensure that employees are motivated to deliver exceptional customer service.
