For most businesses, the customer service teams are the frontline in establishing brand loyalty. The kind of customer experience they deliver determines whether your customer will keep coming back or forget your brand forever.
Therefore, it’s important to keep customer service teams motivated so they can consistently deliver positive experiences to your customers.
Your responsibility as manager is to find ways to boost your customer service team’s morale and keep them engaged with your customers. Here are some key tips to help you get started:
1. Open up internal communication channels
Create a regular dialogue between your customer service team and the management so you can keep track of how they are doing, what challenges they are experiencing and what kind of assistance they need from their managers.
By opening up communication channels within the company, you make the customer service representatives feel that they are an important part of the business. Listen to what they have to say and try your best to cater to their needs.
2. Give them better tools
Dealing with endless customer queries can be frustrating if the tools you use are substandard. Give your agents better equipment, from computers and headsets, to customer service software.
Giving them powerful tools can make their jobs easier and will likely translate into improved customer servicing.
3. Give them training
Apart from equipping agents with powerful service tools, you also need to make sure that your customer service representatives are properly trained to do the job. If they’re not trained, they will provide subpar customer service and frustrate your customers. It’s a lose-lose situation for your company and your customers.
Before giving them the actual job, give them extensive training to hone their customer service skills so they can perform to the best of their abilities.
4. Reward stellar performance
Great customer service should be rewarded in order to sustain your team’s motivation. Rewards and incentives encourage them to work harder because they know that there is a prize waiting for them in the end.
You can choose from monetary incentives to extra paid holidays, or even smartphones and tablets.
5. Don’t overload them with work
Sometimes, the easiest way to demotivate your team is to dump more work on them than they can't handle. Even the best customer service agents can get burnt out if they have too much work to do.
Try to assess their capacity and be considerate when you assign more work. Give them breaks in between customer servicing so they can relax a little bit.
A motivated team leads to consistent customer service
Motivating your customer service team is a critical part in providing a consistently positive customer experience. They represent your company to your customers, so they must always be giving their best effort in whatever they say or do.
These five tips should help you in determining the best strategy to keep your customer service teams motivated and engaged.
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