When it comes to customer service, your business should focus on one thing – People. Whether you view them as customers or employees, their loyalty is the key to your success. Improving your customer service skills is a smart and necessary way to increase profits. Not only that, happy employees make long-term employers, and having employees stay with your company for longer will significantly reduce your business’s operating costs. Read on to learn how to recruit, motivate, and retain your all-important customer service staff.
You never get a second chance to make a good first impression. When someone contacts your company for the first time, whether by phone, online, or in person, remember that first impression is the most important impression you can make. Make that person feel wanted and appreciated as an advocate for your service or product, whether he or she buys or not. Richard Shapiro, The Welcomer Edge
1. Why employee attitude beats employee performance:
When it comes to customer service, attitude will always beat competence. Great customer service employees have a natural desire to serve their customers and show empathy when dealing with upset customers.
2. Positive feedback helps increase employee motivation:
Positive feedback is one of the simplest and quickest ways to increase employee motivation and performance. Employees who receive regular encouraging feedback from management are more likely to put in more effort and experience increased job satisfaction. Employee engagement is integral to creating customer satisfaction.
3. Happy employees will also bring happiness to their customers:
Increasing employee engagement is a smart and necessary way to increase your business's profits. Not only that, skilled employees are long-term employees, and retaining them over time significantly reduces your business's operating costs. Providing excellent service and enthusiastic customer support will add value to your product or service. Choose wisely when hiring direct customer service support staff and make sure to provide them with the tools they need to succeed in their jobs. Remember that employee satisfaction in their jobs goes hand in hand with business success.
