Posted by Meredith Estep on Wed, Nov 04, 2009 @ 08:17 AM
The working force of today is dramatically different from that of even just ten years ago, and a new generation of corporate culture has taken firm root. In order for employers to get the most "bang for their buck" out of customer service professionals it is important to recognize and embrace this new culture.
In days gone by many professionals were content to simply go to work, get a paycheck, and go home. It was very much a "punch your time card" kind of mentality. Today, many professionals are looking for a work environment that will nurture and help them develop personally as well as professionally. Here are some tips for getting "wow" out of your customer service professionals:
Wow In = Wow Out - In order to truly get "wow" from your customer service professionals it is important to look at each person individually. Seek out and examine their strengths and weaknesses on a more personal level. Help your team members develop individual plans to build on their strengths and shore up their weaknesses. Schedule classes and recommend books that will help with development both personally and professionally. By doing this you can instill a sense of pride in your service professional and the tasks they may find at hand will begin to take on a greater sense of significance.
Recognition - If your customer service professional feels their job is thankless or they are in it all alone, it is unlikely you will get the "wow" service you are looking for. Set up a program where not only supervisors, but also peers can recognize others for a job well done. This not only helps build up the recipient, but helps individuals develop a sense of team. Once the team begins to understand the impact they can truly have on one another and on customers, you are sure to start seeing the "wow" flow!
Appreciation - Everyone expects a paycheck from their employer, but you can truly show your appreciation for your customer service professionals by taking opportunities to demonstrate your gratitude for a job well done. Examples of ways to demonstrate your appreciation that I have personally enjoyed include mailbox surprises. Place a small mailbox or other container that can be closed on each team members' desk. Occasionally, place a small token of appreciation inside. This is a simple way to break the monotony of the work day and boost morale all at once.
Showing your customer service professionals your admiration for the job they do is sure to spread amongst your team a positive and a strong sense of dedication while motivating them to "wow" your customers.
- Emily Clark