Philanthropic billionaire businessman Richard Branson got it right when he said, “The way you treat your employees is the way they will treat your customers.” The success of every organization lies in the employees and their hard work. An employee is only going to give their 100 percent if they are happy and satisfied at their job. And it is no secret that customer service representatives have one of the most frustrating jobs on the market.
Every organization is familiar with the need to keep its employees happy. The benefits that come with happy employees is not something one can overlook. When you have happy people working for you, your business is sure to thrive. This responsibility falls on top management and it is their job to ensure employees are satisfied and content. This is very much necessary for people working as customer service representatives. They represent your brand, and it is imperative that their interaction with customers is happy and fulfilling.
It is a very simple trade-off. Keeping your customer service team happy will ensure that they pass on the same feeling to your customers. This will in turn earn you big points in customer satisfaction, a factor that is crucial to your business. When people are happy with their jobs, they go the extra mile to do better and achieve more. This is why you need to constantly motivate and encourage your customer service representatives.
Understanding the needs of customer service representatives
The job of a customer service representative is challenging and frustrating more often than not. They are the face of your company and serve as the contact point between your business and consumers. How they interact with customers is what keeps your business running. A rude and impatient customer service representative can cause more damage than you could ever imagine.
On the other hand, a polite, considerate customer service representative is a blessing. Your customer will be delighted to interact with someone who is willing to listen and resolve their issues. A satisfied customer is likely to leave good reviews and spread word on how effective and compassionate your customer service team has been. Keeping your team in good spirits is a great way of making sure your customers are happy too.
The needs of a customer service representative are not very different from other employees. In 1943, an American psychologist named Abraham Maslow proposed a theory which stated that all people have five basic types of needs they want to satisfy. These are physiological, safety, belongingness, esteem, and self-actualization. This theory argues that a person’s lowest-level needs must be met first before they can focus on satisfying their higher needs.
Motivating your customer service representatives
Understanding this hierarchy of needs can help an employer figure out ways to keep their employees happy and motivated. It is vital that you include these needs in the process of boosting your team’s morale and inspiring them to be content and happy. You could also try these 7 effective tips on motivating your customer service team.
1. Ensure they maintain a good balance between professional and personal lives
If your professional life takes over your personal one, it is going to leave you unhappy and frustrated. Human beings are social animals. We need to spend time with our loved ones to feel happy and fulfilled. Maintaining the right balance between professional and personal lives can be very beneficial to their work as well. Customer service representatives and other employees are attracted to companies that prioritize work-life balance.
2. Generate good team spirit
Motivate your employees regularly to make sure that they remain in good spirits. Divide work equally among your customer service team so one member does not bear too much responsibility. Working together as a team can result in multiplied success. Allow customer service representatives to work together on projects as a team. Give them the freedom to voice their opinions and ideas while opening channels for communication.
3. Make them aware of their importance
Most people think of customer support jobs as entry-level, low-skilled positions. It is, in fact, the opposite. Your customer service teams function as the pillars of your company’s foundation. Without them, your business will crumble. Make your customer service representatives understand how important they are to your organization. Only when they learn to respect their jobs will they be ready to offer their best.
4. Celebrate achievements
Regularly encouraging your employees can help boost morale, especially when it is in the form of a celebration. Take your customer service teams out to lunch to give them gifts to celebrate achievements.
5. Generate healthy competition
Humans are competitive beings. Create a healthy competitive environment by setting targets and giving away attractive prizes or incentives when these targets are met. This keeps your teams motivated and inspired to do better.
6. Set regular one-on-one meetings
Scheduling regular one-on-one meetings with your customer service representatives helps you understand them better, determine if they are happy with their jobs, and address any areas of concern. Being able to openly communicate with their managers is a good way to make your employees more trusting and confident.
7. Provide the best resources
Your customer service team is bound to fumble if they do not have the right tools at their disposal. Equip them with effective modern technologies and systems so they are better prepared to serve customers.
While it may seem to be a tedious task, motivating your customer service team can produce amazing benefits. When customer service representatives work with confidence and enthusiasm, this will result in top-notch customer service and satisfaction. This, in turn, will boost your brand’s image as well as sales.