{"id":3376,"date":"2016-12-19T16:29:00","date_gmt":"2023-10-18T16:29:06","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=3376"},"modified":"2023-10-18T17:35:52","modified_gmt":"2023-10-18T17:35:52","slug":"reinvigorate-customer-service-team","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/reinvigorate-customer-service-team\/","title":{"rendered":"Here’s How to Inspire and Reinvigorate Your Customer Service Team"},"content":{"rendered":"\n

If you manage a customer service team, then we don\u2019t need to tell you how important quality service is for a company\u2019s bottom line. American consumers <\/a>expect customer service teams<\/a> to acknowledge questions, complaints, or feedback promptly\u2014and they\u2019ll take their business elsewhere if this isn\u2019t the case. In contrast, consumers will be loyal to brands that respond to all queries in a timely manner, operate on transparency, and otherwise invest in building customers\u2019 trust and providing a positive customer experience. Moral of the story: A lot hinges on your customer service team.<\/p>\n

But customer service can be demoralizing work. (Just ask anyone who\u2019s been berated by an angry customer.) So it falls to managers and executives to develop a culture that motivates the customer service team to stay invested in their work and strive for positive customer engagement. Creating this culture will pay off in spades: <\/a>Research links<\/a> employee engagement to company profitability, employee retention, and customer satisfaction. Here\u2019s how to inspire your customer service team.<\/p>\n

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Ask for\u2014and listen to\u2014employee feedback<\/b><\/h3>\n

Nobody knows what motivates a given employee better than that employee. That\u2019s why it\u2019s essential to regularly <\/a>solicit feedback from employees<\/a> about what works, what doesn\u2019t, and how positions can be improved. Equally as important? Listening with an open mind. Employees need to know they can speak honestly without fear of recrimination (in fact, that\u2019s another core component of motivational workplaces).<\/p>\n

Dole out appreciation<\/b><\/h3>\n

When career site Glassdoor <\/a>surveyed more than 2,000 people<\/a> about what motivates them at work, the top answer was overwhelmingly \u201cappreciation.\u201d When employees feel appreciated, they\u2019re more likely to go above and beyond to do their jobs well. Inspire employees by focusing on praiseworthy actions and consistently recognizing jobs well done.<\/p>\n

Provide employees with the tools they need<\/b><\/h3>\n

There\u2019s nothing more demoralizing than knowing you could do your job better if only you were provided with the <\/a>appropriate tools<\/a>. Give employees everything they need\u2014from high-speed internet to functional customer databases, high-quality computers and phones, ergonomic desk setups, and a pleasant workplace\u2014to do their jobs well. If you\u2019re not sure how to set up the ideal workplace for your employees, solicit their feedback. It may also be helpful to spend a day or more working alongside your team. This will give you invaluable insights into what they\u2019re working with and the tools they could use to do their jobs more efficiently.<\/p>\n

Encourage professional development<\/b><\/h3>\n

Motivation starts to wane when employees feel stagnant. In contrast, when employees are presented with regular <\/a>opportunities to learn new skills<\/a> or increase their knowledge, they\u2019re more likely to feel motivated at work. It\u2019s a win-win: Employees feel like they\u2019re advancing their careers and gaining new competencies, and employers benefit from the application of this new knowledge on the job.<\/p>\n

Trust team members with big responsibilities<\/b><\/h3>\n

Assigning team members to spearhead larger projects or step into leadership roles can grow confidence and <\/a>cultivate a sense of accomplishment<\/a> that\u2019s highly motivating. (One caveat: In order for new responsibilities to feel good to employees, it\u2019s essential that you provide them with ample time to accomplish these projects without feeling overwhelmed.) Likewise, empowering employees to make decisions while communicating with customers can free their minds to think creatively and problem solve effectively, which can make work feel more fulfilling.<\/p>\n

Share inspirational quotes<\/b><\/h3>\n

Sure, inspirational quotes can often be a little corny. But posting them in the workspace provides value. It helps serve as a daily, visual reminder of the team\u2019s core values and mission\u2014and that can be incredibly galvanizing, as it helps reinforce the sense that everyone is on the same team, working toward a common goal. To get started, choose from any of these inspirational <\/a>customer service quotes<\/a>.<\/p>\n

Avoid punishments and micromanaging<\/b><\/h3>\n

Punishing employees for failures on the job and micromanaging employees\u2019 time are two of the biggest <\/a>motivational buzzkills<\/a>. Trust your employees to do their jobs without a manager breathing down their necks, and work to build a culture where failures are viewed as an opportunity to learn, not punish.<\/p>\n

Assign appropriate workloads<\/b><\/h3>\n

All the motivational strategies in the world won\u2019t keep your employees engaged if they\u2019re consistently <\/a>on the edge of burnout<\/a>. A good manager knows that employees perform best\u2014and remain more motivated\u2014when they\u2019re not overwhelmed and overworked. Review team members\u2019 responsibilities on a regular basis to ensure that no one is overloaded.<\/p>\n

As a manager or executive, you set the organizational tone from the top. That\u2019s why all of these tactics to motivate your customer service team hinge on modeling these strategies along with the principles of fairness, consistency, and a positive attitude. But none of these strategies should be used as a Band-Aid solution for financial exploitation; pay your employees what they\u2019re worth. When you consistently carry out these motivational strategies and compensate your service team handsomely for their efforts, that\u2019s when the customer service magic happens.<\/p>\n

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