The Strong Correlation between Customer Care and Caring for Employees

The way employees are treated, and the work environment they experience, will have a direct impact on their ability to provide excellent customer service.


  • Employee Satisfaction: Happy and satisfied employees are more likely to be engaged and motivated in their work. This positivity can translate into better interactions with customers. If employees feel valued, supported, and respected, they are more likely to extend those positive feelings to customers.

  • Company Culture: The culture of a company, including how it treats its employees, often permeates through customer interactions. A positive and supportive company culture can foster a sense of teamwork and a commitment to providing excellent customer service.

  • Training and Development: Investing in employee training and development programs can enhance their skills and knowledge. Well-trained employees are better equipped to handle customer inquiries, solve problems, and provide a positive customer experience.

  • Employee Empowerment: Empowering employees to make decisions and solve problems on their own can lead to quicker and more effective customer resolutions. When employees feel trusted and empowered, they are more likely to take ownership of customer issues.

  • Retention and Turnover: High employee turnover can negatively impact customer service. Constantly changing staff can result in a lack of consistency and familiarity for customers. Conversely, low turnover and employee retention can lead to more stable and reliable customer interactions.

  • Communication and Collaboration: A healthy work environment with open communication and collaboration among team members can improve overall efficiency and effectiveness. This positive atmosphere often extends to interactions with customers.

  • Employee Advocacy: Employees who feel a strong connection to their workplace are more likely to speak positively about the company, both internally and externally. This advocacy can contribute to a positive public image and customer perception.


Putting employees first means we are putting customers second?

  • The concept of putting employees first does not mean that customers are being relegated to a secondary or unimportant position.
  • It is about recognizing the interdependence between employee- and customer satisfaction.
  • The concept suggests that by prioritizing and investing in the well-being, engagement, and development of employees, an organization can create a positive and productive work environment.
  • This, in turn, contributes to better customer service and overall business success.


Is customer satisfaction not any more the sole driver of business success?

  • Maybe the concept of the customer comes second can sound a bit provocative, it is often used to emphasize the point that employees and customers are both crucial, and finding the right balance is key.
  • It challenges the old and traditional notion, that customer satisfaction should always be the sole driver of business success.


Happy Employees Lead to Happy Customers

  • Satisfied and engaged employees are more likely to deliver excellent customer service.
  • When employees feel valued and motivated, they are likely to go the extra mile to meet customer needs.
  • Putting employees first involves empowering them to make decisions and take ownership of their roles.
  • Empowered employees can respond more effectively and resolve issues without constant supervision.


Putting employees first is not about neglecting the importance of customers

  • Instead, it recognizes that a satisfied and motivated workforce is better positioned to deliver outstanding customer service.
  • Striking a balance and creating a symbiotic relationship between employee and customer satisfaction is a goal for many businesses seeking long-term success.






Rob G. M. Bots
Senior Management Trainer and Coach

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