Do Your Customer Service Employees See Their True Impact? | #CX #CustServ

I have been inspiring customer service employees for more than two decades to deliver the ultimate customer service experience. What inspiration stays with them the longest? Knowing the impact their work has on customers and how they contribute to the organization’s purpose. Do your customer service employees know how their patience, attention to detail, timeliness, and of course knowledge, help customers?



Customer Service Employees Impact: Image is ripple on water.

Customer Service Employees Should Know Their Impact. Image by Jon Baglo via Flickr Creative Commons LIcense.

Image by Jon Baglo via Flickr Creative Commons License.


Customer Service Employees: Do Yours Know Their Impact?

When customer service employees know how their work impacts customers, they are inspired to deliver better service. It goes to the issue of meaningful work which several studies have shown to be critical to high morale and performance.

Do your customer service employees know how these behaviors impact the customers?

  1. Positive can-do attitude

  2. Great listening

  3. Empathy and patience

  4. Knowledge and accurate answers

  5. Timeliness and urgency

  6. Follow-through and follow-up

  7. Teamwork and accountability


As a list, this can seem humdrum. Another “Yah, we know that” moment. However, when customers share their challenges and stories with your employees, your employees can see the impact they have on customers. It becomes daily inspiration to make a difference for the customers.

Example

An IT customer service center in a large hospital system had a terrible morale problem. The IT customer service employees were unmotivated and full of malaise. When the leader asked me what to do, I asked, “Do they know how their work impacts all the departments in this hospital system?” Answer: Probably not. So we put together a rotation program and had the employees visit the departments they served. What a difference! They could see first hand the incredible challenges of their customers and how their own behavior and actions make a difference.

Summary

Your customer service employees don’t have to be doing life and death work to have meaning and impact. Ask your employees for ideas on how they can learn more about what customers truly value about their service. Then get to doing it and improving service every day! There is nothing better than knowing your value and how you help other human beings. It is the best inspiration around.



From my professional experience to your success,
Kate Nasser, The People Skills Coach™

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©2019 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email info@katenasser.com for permission and guidelines. Thank you for respecting intellectual capital.


Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.

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