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8 Ways to Encourage Self-Improvement in Your Customer Service Team

6th Apr 2016
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If you value your customers, then you’ll devote time and effort to improving employee engagement. Unfortunately, not all employees are born with the motivation and desire to do their very best for your customers. However, there are several ways you can encourage self-improvement in your customer service team.

1. Use Performance Broadcasting

A little healthy competition can do wonders for motivating employees. Performance broadcasting tools are particularly useful in customer service entities. You can display the performance of various employees or team members based on sales, ratings, and other qualities to show who’s performing optimally and who still has work to do. People are naturally competitive, and offering some friendly competition is a great way to get customer service reps more involved.

2. Communicate Regularly

Of course, your team won’t feel very motivated without regular communication. Don’t be afraid to discuss opportunities for improvement with team members, as don’t forget to compliment them on work well done. Also, leave lines of communication open to let employees come to you. The more comfortable your team feels reaching out to management and each other, the more success you’ll experience.

3. Show Appreciation and Value

A Glassdoor survey asked 2,000 people what motivates them to work harder, and 81 percent said appreciation. This is starkly contrasted with 38 percent who said a demanding boss and 37 percent who said it was fear of losing their job. It’s pretty clear which one of these three will deliver the best results.

4. Maintain a Great Environment with Plenty of Team Spirit

Are your employees comfortable working where they do? If not, that may be the reason your performance ratings are so low. A great working environment and healthy team spirit are essential for motivating employees to work as a team. Including more recreational activities in the break room, friendly competitions, incentives, and a better physical work atmosphere can all contribute to increased team spirit

5. Work Alongside Employees

Customer service is one of the most difficult jobs out there. These employees deal with frustrated customers every day, and it’s easy for them to lose their motivation. Having the boss working in the trenches with the customer service reps can be deeply motivating. It provides insights into how you can motivate and support your team. It also shows employees that you’re willing to get your hands dirty, and sets an example of great customer service.

6. Provide Resources

Give your employees the resources they need to do their jobs well. Without the tools necessary, you can only imagine how frustrating it would be to accomplish certain tasks. It’s no wonder your customer service team is struggling to stay motivated when they don’t have the tools necessary to do the job right in the first place.

7. Hold Employees Responsible

Responsibility and accountability are excellent natural motivators. The majority of employees have an innate desire to do their work correctly, but not all employees know how to motivate themselves to do it. If there’s no one to hold them accountable for their actions, the work may not get done. Giving employees goals inspires self-improvement that can carry them to the next level of customer service.

8. Show Empathy with Work/Life Balance

Strict attendance and tardy policies are important for maintaining order at work, but when you take empathy out of the equation, employees are less interested in working hard. Companies that recognize a need for work/life balance tend to have more satisfied and motivated employees who are willing to go the extra mile. Consider including more flexible policies to recognize family and personal needs and to increase employee satisfaction on the job.

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