What is it that Customer Service Reps really want, anyway?
Funny, but it seems that most companies rarely look at what their own employees want or need to do the best job possible for their business. Companies do regularly focus solely on selling more products and services to more… and more customers – without providing their staff with the tools they need to accomplish the job. Far too often Customer Service Reps seem to end up at the end of the ‘needs analysis’ line. This strategy is counter-productive to the company’s bottom line.
Top three things that Customer Service Reps want.
It’s been our observation, during many years of customer service work, management, and training, that employees want these three things:
- Empowerment to treat their customers well.
- Acknowledgement from Management that their work, if done well, is valuable.
- The full backing of their Management for all their customer interactions.
What can Management do to recognize/support these three needs?
Either develop a simple plan yourself, or, better yet, solicit the support of upper management to encourage the ‘recognition’ and ‘support’ of your Customer Service Reps. Make the plan about action rather than just empty words. ‘Live’ the plan throughout the week. ‘Walk the Talk’ throughout the week. Get everyone on board by getting all levels of employees involved. Read on for suggestions to get you started.
Manager’s Recommendation: ‘Focus’ on one, maybe two points, tops!
Try the following Action Steps for a week. Keep it simple. Be honest. Be engaging with your Reps. Be sincere.
Action Steps:
n ‘Huddle’ with your customer service team at the beginning of each day/shift, for a quick 1-minute meeting.
n ‘Thank’ everyone, directly, sincerely, for their past work, and today’s pending work. The next day, reference several of yesterday’s accomplishments by outstanding employees.
n Remind everyone that today’s company success, depends largely on their work with customers.
n At least one time a day, ‘hover’ over a Rep’s transaction with a customer. Watch how it goes. Support the Rep’s interaction, even as it is taking place. Do this with each Rep.
n Find ways to recognize your Reps. Either thru bonuses, perks, contests, etc.
Time Required:
n 5 minutes preparation
n 5 minute ‘Huddle’
Results
Your Reps will ‘see’ that you ‘mean’ what you ‘say’. They will feel good about their work. Your customers will be delighted!