Motivate Your Team
for Outstanding Customer Service: Six Secrets of Customer Service Motivation
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.
Support your customer service team by “cheer leading” their concerns to upper management. Champion their concerns to upper management and let your customer service team know the progress of each concern.
Support and motivate your customer service team by keeping standards high for customer service. When your organization is facing challenging times, it is very tempting to lower standards. That’s the last action you should take. By lowering standards, you decrease customer satisfaction, increase customer service turnover, and muddy your organization’s name in the marketplace.
Apply these customer service motivation secrets with your customer service team and you will have highly motivated customer service teams and happy customers, and your organization’s bottom line will increase.
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:email@example.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."
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