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Below, you'll find extensive information
on leading team motivation articles and products to
help you on your way to success.
Use Team Motivation for Outstanding
Customer Service: Six Secrets of Customer
Service Motivation
by: Ed Sykes
Providing outstanding customer service is one of
the most rewarding yet challenging activities
within your organization. Exceptional
organizations that provide outstanding customer
service will experience the following benefits:
* Increased customer satisfaction
* Increased revenues
* Increased repeat and referral customer traffic
* Less employee turnover
* Increased profits
So how do we support and motivate our customer
service team to give outstanding customer
service? The following are six secrets to
motivate your customer service team to give
exceptional customer service to your customers:
1. Provide Ongoing Learning – It’s important
that you not only provide training on
organizational policies and technology, but also
how to handle customers. Create an ongoing
system for training and feedback. Request
continuous feedback and have the “courage to
listen” to your customer service team’s
responses. Your customer service team members,
because they are on the frontline, can provide
you with excellent information on how to service
your customer. Market conditions are changing
all the time and the one piece of information
your customer service team can share with you
can make the difference between success and
failure. After receiving the information from
your customer service rep, if necessary, provide
the training to your customer service team so
that they can provide outstanding customer
service.
2. Adjust the Attitude – Constantly work on your
own attitude and your team’s attitude to
providing outstanding customer service. As a
customer service leader, always be aware of the
tone you set and how your customer service team
will be motivated by your attitude. If you are
upbeat, your team will follow the lead and
provide outstanding customer service. If you
have a negative attitude, your customer service
team will follow your lead and communicate this
negative attitude to the customers they serve.
Work with your customer service team members to
create a positive attitude in the following
ways:
* Look at every customer service experience as a
learning experience that is preparing them for
future opportunities.
* Put your team in the customer’s shoes to
understand the customer’s “pain” and create
empathy for outstanding customer service
solutions
* Have your customer service team take on the
persona of a positive individual they admire to
help them through a difficult customer service
situation.
* Create “positive triggers” to remind your
customer service team why it is important to
give outstanding service. Your trigger could be
as simple as a family picture or a picture of an
item (new car, home, etc.) that is important to
you.
3. Give Incentives – Motivate your customer
service team by giving incentives based on
meeting your organization’s mission, goals, and
values. Be timely, fair, and public with your
incentives. Also, when putting together an
incentive program, ask your customer service
team what they would like as incentives. Many
times organizations will invest thousands of
dollars on incentives which are not the ones
their customer service team wants. Just ask!
4. Show Appreciation – Appreciate to motivate
your customer service team as much as possible.
Remember, many times they are facing very
challenging customer service situations
everyday. Keep them motivated by sharing your
appreciation in a timely, sincere, fair, and
encouraging way. For more detail on this, go to
my article, Appreciate to Motivate, on my
website. By consistently showing appreciation,
you will motivate your customer service team to
excel when it is most difficult for them to do
so.
5. Support Outstanding Customer Service –
Support and motivate your customer service team
in a number of ways. You can support and
motivate your customer service team by making
sure the technology supports them and the
customers. For example, I recently called my
internet broadband company about a mistake on a
bill. The automated system disconnected my call
five times before I finally spoke with a
customer service representative; and I told him
that he must experience many upset customers if
they experience the same. The customer service
representative agreed and said it made his job
very difficult.
Ed Sykes is a highly sought after expert,
author, professional speaker, and success coach
in the areas of leadership, motivation, stress
management, customer service, and team building.
You can e-mail him at
mailto:esykes@thesykesgrp.com , or
call him at (757) 427-7032. Go to his web site,
http://www.thesykesgrp.com
, and signup for the newsletter, OnPoint, and
receive either free ebook, "Empowerment and
Stress Secrets for the Busy Professional," or
"Secrets of Outstanding Customer Service."
Use Team Motivation for Outstanding Customer
Service
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