First, no customer has ever received amazing customer service from an unmotivated or disengaged employee. It’s impossible to do, like winning an Olympic swimming event while you’re drowning. So your company culture and level of engagement among employees is one of the most important things you can do for your customers. When employees are engaged and feel like they are part of something amazing, it shows to your customer.
But how do you get there? How do you motivate them?
Motivate Your Team for Better Customer Service
Pile on the Appreciation
People work harder when they feel appreciated so make sure you let your employees know you couldn’t do it without them. Do it often and be specific about why you appreciate their efforts. You can do this through bonuses, gift cards, gifts of company apparel, handwritten notes, calling them out in meetings, and hundreds of other ways.
Communicate Everything
One of the most discouraging things an employee can face is feeling like s/he didn’t know something about the company, especially if the customer did. Never launch a promotion, new service or product, coupon or any other program without informing your employees about it, particularly if they work with customers. An employee caught unawares in front of a customer feels embarrassed, can’t offer good help (because they don’t know about the program), and is more likely to make a mistake in the transaction. Brief them on everything they need to provide good service. Create a company Intranet if necessary but always remain in good communication. It makes employees feel more valued to be kept in the loop.
Trust Your Team
You hired them. Trust them. If you don’t, you need to find people you do. Give them the tools they need to do their job and delight your customers and then get out of their way. No one should open a business to be a nanny, unless your business is being a nanny. Don’t babysit your team. Communicate expectations and watch them excel. Give them regular feedback and call out those who are the cat’s meow. Others will learn by example.
What would you add to this list?
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