Your customer service representatives are your company’s face and voice. So the job they do should be superior and of the highest quality. Otherwise, your customers will feel that there is something wrong and will think twice before doing business with you. Happy employees are equal to happy customers.
However, sometimes they start out excited to help others, but after a few months that initial enthusiasm vanishes. There are lots of reasons why this happens. Here are some of them:
- Job insecurity
- Lack of progress
- Bad quality of products or services provided by a company
- Poor communication
- Feeling under-valued
- Lack of flexibility
- No opportunities for self development
- Unrealistic workload
- No motivation
In this blog post I would like to share 7 secrets that will help you to keep your customer service representatives motivated and happy.
Let your customer service representatives make decisions
The trust and freedom to do something really important for the customer motivates employees. They feel their responsibility, but at the same time they have power to solve the issue right here and right now. Positive feedback and happy customers encourage your customer service team to become more creative and do something out-of-the-box.
Encourage a positive work environment
You can reduce dissatisfaction and turnover by providing a pleasant workplace. This does not mean only nicely furnished office and convenient chairs. This is about the overall environment your customer service team works in. Here are a couple of tips that will help to add more positivity:
- Give positive feedback whenever it is earned
- Carefully word your negative feedback and make it constructive
- Pay attention to conflicts among your staff
- Reward your team
- Organize team building activities
- Share positive customer feedback
If your customer service representatives are happy at work, they will do their best to make your customers happy and provide outstanding customer service.
Offer development opportunities for employees
Every employee wants to grow and earn promotions. According to Harvard Business Review the attrition among customer service representatives in 2017 increased to 24%. At the same time the average cost of a live service contact jumped from $7 in 2009 to nearly $10 five years later. This is mainly caused by lack of proper training and support. However, you can avoid this in your company. Let your experienced agents train your newbies, monitor them, share experience and give precious pieces of advice. This way you will kill two birds with one stone – offer career development opportunities for your experienced employees and maintain high training standards for your new customer service representatives.
Listen to your employees
Not only customers will be glad to give you a feedback. Your employees have also ideas and suggestions for improvements. If you would like to hear them, hold weekly staff meetings. This way you will be able to stay closer to your employees, listen to them and get valuable suggestions.
Moreover, effective communication is one of the most important aspects of running any successful business. You will stay informed about issues your customers have been facing and will hear ideas about possible improvements.
Develop a better product
Your customer service representatives face various challenges on a daily basis. However, customer service complaints demotivate most of all. One of the most important things you can do here is use your customer feedback to improve your products or services. Customers will become happier after they see progress and notice that you really listen to them and care. Consider creating customer-centric business and products.
Share success stories
Are there customer service heroes in your company? Definitely yes. Why not to share their success stories and let your customers and other employees know that there are really great people working for you. Furthermore, this is another way to motivate your team to provide great customer service.
Empower your team with the right tools
Make sure that your customer service department has all needed tools at their fingertips. When your customer service representatives feel empowered, they are happy to assist your customers and will provide better results. They will not waste their precious time and will be able to solve most issues right away.
Would you like to share your secretes for customer service representatives motivation? We will be glad to see them in the comments to this post.
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.