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Member You - Motivate Team for Outstanding Customer Service: Six Secrets of Customer Service Motivation
Everyone loves free advertising. In some ways it is the Holy Grail of business. But it has to be effective advertising seen by many people. One of my favorites is a newspaper article about your business. This is an elusive goal, and it can be difficult to achieve. Sometimes, it is just being in the right place at the right time. However, there are some basic techniques you can put into play to help position your business for exposure. I have personally used them to get 3 different articles written and published. These techniques have even put me on the evening news. And best of all, it only costs you some time and effort.The key to this method is
4. Show Appreci
Do You Want to Become a Entrepreneur?What does it take to become a successful Entrepreneur? Entrepreneurs are unique and they are unlike "most people".
I have been entrepreneur for the past 10 years, and it hasn't been all glory. Entrepreneurship is challenging and rewarding. It has allowed many indulgent items in our family, some of which are time and vacations.Lets talk about the traits of a successful entrepreneur.1. An eye for opportunity: Entrepreneurs notice opportunities when most people don't. One of my past opportunities was the purchase of a duplex. It was fairly run down, but I saw that it only needed some paint and new c
- Increased customer satisfaction
- Increased revenues
- Increased repeat and referral customer traffic
- Less employee turnover
- Increased profits
1. Provide Ongoing Learning – It’s important that you not only provide training on organizational policies and technology, but also how to handle customers. Create an ongoing system for training and feedback. Request continuous feedback and have the “courage to listen” to your customer service team’s responses. Your customer service team members, because they are on the frontline, can provide you with excellent information on how to service your customer. Market conditions are changing all the time and the one piece of information your customer service team can share with you can make the difference between success and failure. After receiving the information from your customer service rep, if necessary, provide the training to your customer service team so that they can provide outstanding customer service.
2. Adjust the Attitude – Constantly work on your own attitude and your team’s attitude to providing outstanding customer service. As a customer service leader, always be aware of the tone you set and how your customer service team will be motivated by your attitude. If you are upbeat, your team will follow the lead and provide outstanding customer service. If you have a negative attitude, your customer service team will follow your lead and communicate this negative attitude to the customers they serve.
Work with your customer service team members to create a positive attitude in the following ways:
- Look at every customer service experience as a learning experience that is preparing them for future opportunities.
- Put your team in the customer’s shoes to understand the customer’s “pain” and create empathy for outstanding customer service solutions
- Have your customer service team take on the persona of a positive individual they admire to help them through a difficult customer service situation.
- Create “positive triggers” to remind your customer service team why it is important to give outstanding service. Your trigger could be as simple as a family picture or a picture of an item (new car, home, etc.) that is important to you.
4. Show Apprecia
There are many exciting opportunities out there for a law school graduate. Take some time to research all the possibilities and you will find your career path. Here are just a few ways you can utilize your law degree.Join a law firm. Many graduates join a law firm right after graduation. When starting at a law firm, you are an associate. This is entry-level lawyering.Being an associate is not unlike completing a residency for a doctor. You will work long hours every week and complete most of the grunt work. You will produce legal documents, write briefs, research for hours and other tedious tasks all in the hopes of climbing the ladder to o
2. Adjust the Attitude – Constantly work on your own attitude and your team’s attitude to providing outstanding customer service. As a customer service leader, always be aware of the tone you set and how your customer service team will be motivated by your attitude. If you are upbeat, your team will follow the lead and provide outstanding customer service. If you have a negative attitude, your customer service team will follow your lead and communicate this negative attitude to the customers they serve.
Work with your customer service team members to create a positive attitude in the following ways:
- Look at every customer service experience as a learning experience that is preparing them for future opportunities.
- Put your team in the customer’s shoes to understand the customer’s “pain” and create empathy for outstanding customer service solutions
- Have your customer service team take on the persona of a positive individual they admire to help them through a difficult customer service situation.
- Create “positive triggers” to remind your customer service team why it is important to give outstanding service. Your trigger could be as simple as a family picture or a picture of an item (new car, home, etc.) that is important to you.
4. Show Appreci
The overwhelming disparity in riches between third world countries and the more developed nations has never been more poignant that in today’s modern society. While the technology exists, in the form of rapid strides in nanotechnology, its access is limited to and concentrated on the more affluent power brokers of the world.The innovative strides in nanotechnology have the potential control poverty, eliminate hunger, and provide safer and cleaner water for the poor as well as providing a ready cure for tropical diseases in those areas where human suffering is the hallmark of existence.But, will this technology ever reach those who need it
2. Adjust the Attitude – Constantly work on your own attitude and your team’s attitude to providing outstanding customer service. As a customer service leader, always be aware of the tone you set and how your customer service team will be motivated by your attitude. If you are upbeat, your team will follow the lead and provide outstanding customer service. If you have a negative attitude, your customer service team will follow your lead and communicate this negative attitude to the customers they serve.
Work with your customer service team members to create a positive attitude in the following ways:
- Look at every customer service experience as a learning experience that is preparing them for future opportunities.
- Put your team in the customer’s shoes to understand the customer’s “pain” and create empathy for outstanding customer service solutions
- Have your customer service team take on the persona of a positive individual they admire to help them through a difficult customer service situation.
- Create “positive triggers” to remind your customer service team why it is important to give outstanding service. Your trigger could be as simple as a family picture or a picture of an item (new car, home, etc.) that is important to you.
4. Show Appreci
In their book ‘The Machine That Changed the World’, published in 1990, Womack, Roos and Jones identified the characteristics of automotive companies that have achieved a sustainable competitive advantage by adopting a different management ‘style’. They described these companies as ‘Lean Organisations’ because they consistently achieve more with fewer resources, and exceed their customer’s expectations.In 1990, they forecast that Toyota, then ranked seventh in the world, would overtake GM to become the largest global, and most successful, car company within 20 years - highlighting the challenge faced by the
Work with your customer service team members to create a positive attitude in the following ways:
- Look at every customer service experience as a learning experience that is preparing them for future opportunities.
- Put your team in the customer’s shoes to understand the customer’s “pain” and create empathy for outstanding customer service solutions
- Have your customer service team take on the persona of a positive individual they admire to help them through a difficult customer service situation.
- Create “positive triggers” to remind your customer service team why it is important to give outstanding service. Your trigger could be as simple as a family picture or a picture of an item (new car, home, etc.) that is important to you.
4. Show Appreci
Research indicates that we retain only 10% of what we hear; 20% of what we see; 65% of what we hear and see; but 90% of what we hear, see, and do.Every day at work we demonstrate Hear-See-Do when we use a combination of our knowledge, wisdom and skill to perform a task or plan what we will do at a later date. This combination of intellect, insight and ability is called experience.ExperienceOne of my favorite sayings is, “It’s not what you know that counts; it’s what you do with what you know that counts.” In other words, knowledge by itself is useless and unproductive. It’s only when we act on the data,
4. Show Appreciation – Appreciate to motivate your customer service team as much as possible. Remember, many times they are facing very challenging customer service situations everyday. Keep them motivated by sharing your appreciation in a timely, sincere, fair, and encouraging way. For more detail on this, go to my article, Appreciate to Motivate, on my website. By consistently showing appreciation, you will motivate your customer service team to excel when it is most difficult for them to do so.
5. Support Outstanding Customer Service – Support and motivate your customer service team in a number of ways. You can support and motivate your customer service team by making sure the technology supports them and the customers. For example, I recently called my internet broadband company about a mistake on a bill. The automated system disconnected my call five times before I finally spoke with a customer service representative; and I told him that he must experience many upset customers if they experience the same. The customer service representative agreed and said it made his job very difficult.
Support your customer service team by “cheer leading” their concerns to upper management. Champion their concerns to upper management and let your customer service team know the progress of each concern.
6. Keep High Standards - Motivate your customer service team by keeping standards high for customer service. When your organization is facing challenging times, it is very tempting to lower standards. That’s the last action you should take. By lowering standards, you decrease customer satisfaction, increase customer service turnover, and muddy your organization’s name in the marketplace.
Apply these customer service motivation secrets with your customer service team and you will have highly motivated customer service teams and happy customers, and your organization’s bottom line will increase.
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