;)
Interactions with customers are always challenging as they regularly test the resolve of customer service teams.
Your customer service representatives too may lose motivation and get stuck in a cycle of negativity if it does not have the inspiration to handle customers efficiently.
61% of customers have switched brands due to poor customer service.
It’s however not difficult to find ways and inspire your team to continue growing and improving.
Once you’re able to boost your team’s motivation, it can have big effects on both customer satisfaction as well as the workplace environment.
In fact, brands that have mastered the art of delivering a great customer experience always maintain an edge over their competition and have loyal customers.
So, you need to achieve a motivated customer service team and adopt a customer-centric approach to exceed the expectations of the service.
An inspired workforce is always the key to driving the growth of a business and helping it achieve its vision. If your team lacks motivation, it will fail to successfully implement great customer service tips which can adversely affect the bottom line due to poor customer service.
Motivating your customer service employees can bring a range of benefits to your business:
Customer support teams are always at the forefront of creating and maintaining brand loyalty. Their performance and the kind of customer service they provide will have a huge bearing on the overall experience of customers. Therefore, your business needs to know how to empower the customer service team and keep them motivated so that it can deliver value to customers.
There are many ways to achieve customer service motivation and bring the best out of your team’s potential.
Let’s look at each of the ways that can help you inspire your customer service workers.
Achieving the true potential of your business is only possible when your workforce feels inspired. However, you can never make the team motivated unless you know what drives them.
Every individual will be different on the team, so you should ask them what driven them, what they expect of the business in terms of motivating them, and what incentives they look for to feel inspired on the job. If you’re managing a remote team then it is vital to know the best practices to manage a remote team.
53% of customers are likely to abandon the shopping midway if they are not able to find quick answers to their questions.
Your customer service team will always need the support of the right tools and technologies to work effectively. Without modern systems at their disposal, your team will feel handicapped and won’t be able to deliver great customer service.
It’s important to empower the customer service team with tools like live chat, video chat, co-browsing, chatbots, etc so that they can ensure solid customer engagement and real-time interactions. When the team feels empowered with the right tools, it can feel motivated and be able to serve customers in a more efficient manner.
Betterment, a well-known online investment advisor, employs targeted proactive chat invitations to engage to offer quick instant, personalized financial services to new clients.
What are the right support tools? Customer service teams are often the pillars of a brand as they are always at the forefront of customer complaints, suggestions, and recalls on daily basis. They are responsible for turning customer interactions into positive experiences by solving queries.
So, you need to have a trained team to add value to customers. You also need to deliver motivational customer service to win the trust of your customers.
When your customer service team is knowledgeable with a complete understanding of the products, services, and processes, it will handle customers efficiently. After all, knowing the key areas of customer service training is important in creating an inspired workforce.
Dillard’s, Inc., which is an upscale American department store chain, has found that each hour its associates devote to training boosts their sales rate by a remarkable 5%.
A customer service team needs the support of a standardized process and proven strategies of customer service communication to effectively respond to customers and ensure a great experience. Without proper guidelines, your team may feel clueless at times which often leads to a delayed response time for customers.
Thanks to the customer service process, your business will be able to maintain the required flow of support and confidently face any issues in a successful manner. For that reason, you need to create decision-making patterns to make your customer service team is prompt and efficient in handling customer interactions.
Part of Basecamp’s customer service process is to make sure its support team spends two hours per day away from the routine work and dedicate it to research, innovation, and creativity to achieve better results for the company.
Feedback is a powerful tool to gain insights into the customer service team and exploit their knowledge for charting a better path forward with customer service. Since the service team is forever at the forefront of customer interactions, its feedback values more than anybody else.
Implementing feedback is one of the ways to achieve customer service motivation and have a positive effect on the overall performance of the team.
Even the best of customer service teams can feel disoriented and demotivated due to a lack of clear goals. When goals are not specific or not properly defined, organizations fail to become effective and this eats into their productivity.
Similarly, your service team needs a clear understanding of low and high-priority tasks so that it can approach things accordingly. The focus should always be on setting goals that are aimed at meeting the company’s objectives.
Appreciation is always at the heart of motivation. No matter how efficient your customer service team is, it will feel demotivated when its efforts are ignored. And a motivated team often lacks the enthusiasm and energy to help achieve the vision of a company.
By recognizing the efforts of your team, you take a step towards motivating your customer service workers and making them feel inspired by the shared vision of your organization.
Team building in the workplace creates cohesion and motivates the team members to work towards a common goal. Such exercises are of great value in forming bonds and connections between different departments.
Regular team outings, fun games role-plays, and other similar activities, etc have a great impact on workforce motivation. You can strategically use team building to increase collaboration and keep your customer service team motivated.
Competition often brings the best out of people. And when you pitch your service team members against each other, they are bound to find ways to outsmart each other, therefore helping you bring more revenue.
Encouraging a healthy level of competition among your customer service team members can push them to be more creative and resort to innovative ideas. When people compete with each other in the workplace, they work harder and become more productive.
Small achievements do matter in the same way as big ones do.
When your organization has the culture of celebrating the achievements of its team, it creates an inspired workforce.
No matter how many other perks are available, your business needs to know how to inspire the customer service team on a regular basis to leverage their full potential.
Your customer service team may crave the occasional “pat on the back” to feel motivated and to get the sense that a job is done well.
A spirited service team holds the key to keeping your business aligned to the constantly evolving landscape of customer experience. And if you want to inspire your team, provide them the support of the right tools, appreciate their efforts, and train with product knowledge.
Therefore it is important to implement a customer service motivation strategy and give the team reasons to feel inclined to achieve the vision of your business. It will easily accelerate the growth of your business and ensure happy and satisfied customers.
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Praveen Singh is a content marketer, blogger, and professional with 15 years of passion for ideas, stats, and insights into customers. An MBA Graduate in marketing and a researcher by disposition, he has a knack for everything related to customer engagement and customer happiness.
As a writer and analyst, he pours the heart out on a blog that is informative, detailed, and often digs deep into the heart of customer psychology. He’s written extensively on a range of topics including, marketing, AI chatbots, omnichannel messaging platforms, and many more.
Mr. Singh also has a passion for subjects that excite new-age customers, be it social media engagement, artificial intelligence, machine learning. He takes great pride in his learning-filled journey of adding value to the industry through consistent research, analysis, and sharing of customer-driven ideas.
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