Why is it Important to keep your Customer Service Staff Contented?
3 years ago by

One of the radical ways of achieving customer service excellence is keeping your employees happy. You must have satisfied customer service staff in order to make your customer service program a preemptive success. What businesses often fail to understand is that unhappy employees create a domino effect that eventually hits your customer base, and in order to make sure that customers remain satisfied, you have to first make sure your employees are empowered and happy. Here are some of the reasons for focusing on and valuing your employees:

It Enables Them to Give their Best

A dissatisfied employee can never be inclined to deliver their 100%, and the only way to success is a combined, wholehearted effort put together by the team. Several studies have revealed that job satisfaction levels link directly to output and performance. In order for your customer service staff to be creative, efficient and innovative, you have to first make sure all their needs are being met. A happy employee will go out of his/her way to come up with smart solutions for any customer service disasters, and focus on damage control, which will have an enormous impact on your organization.

It Impacts Your Customer Satisfaction Levels

People need to be motivated on a daily basis. Ask yourself this: Do you motivate your employees enough to give your company the best of their capabilities every day? The productivity and competence of your employees has more to do with their job satisfaction than most businesses think. A driven and productive customer service representative will make a huge difference in customer satisfaction and customer retention. Employees who are strongly involved in their jobs identify the value of work in their lives. Dedicated employees consider their jobs to be a significant element of their lives, and it becomes routine to invest time and energy in their work. Increased level of professional commitment and psychological empowerment leads to better job performance, resulting in happier and satisfied customers.

It Reduces Turnover Rate

Employee turnover is an inevitable occurrence that every business faces. However, frequent and unforeseen turnover comes at a huge price. It means most of your time and resources are consumed trying to replace your employees, your focus on customers and growth for your business deviates, and the competitive edge that every business strives for is compromised. New hires have an adjustment period before they can begin delivering, and the productivity level of your team will take a fall. The turnover rate increases for many reasons, the most important being low job satisfaction among employees. However, when your employees are happy and at peace in the workplace environment, at good terms with fellow team members, and appreciated by the management, they will not go through the painstaking effort of looking for another job, and will continue serving your business. This will enable your business to focus all resources and time on the customer base and accomplishing organizational goals, giving you an edge over many other businesses.

It Sets You Apart from Other Businesses

Be the company that people want to work for. Set yourself apart from other businesses by bringing the needs and wants of your staff on the top of your priority list. Since your staff is the link between you and your customers, you must understand the importance of providing your employees with the desired workplace environment. Encourage fun and interactive training sessions and activities for people to get to know each other better and develop good workplace relationships. Be considerate and flexible with your employees, and offer bonuses to motivate them better. Empower your staff to make decisions and give them autonomy in order to make them feel valued.

These ideas when implemented, should yield surprising results and do wonders for your business, as happy employees don’t only work for your company, they become devout brand advocates, and help land and retain customers.


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