Usman Ghani (August 12, 2016)
When a business ascertains that employees have a positive workplace environment and healthy relationships among each other as part of a motivating team, they will in turn offer better service to clients. Poor work ethics lead to halfhearted attempts at assisting clients, which eventually causes them frustration. Here are important aspects of good work ethics and how focusing on them will ultimately improve customer service!
In a healthy business environment every staff member must have a certain sense of autonomy and responsibility. The “Self-Determination Theory” by Edward L. Deci states how need for autonomy is one of the most essential psychological needs of an employee in order to be satisfied and to excel at what he/she does. For example, a CSR who has the liberty to come up with different and more efficient solutions in order to assist clients as he/she deems fit will automatically start working harder and be more satisfied personally as opposed to someone who is being forced to strictly follow procedures and not let individual opinions interject. The more responsibility you give to your staff members, the more they’ll feel the need to excel and prove themselves which will raise the standards of your customer service.
When you promote the idea of teamwork within your employees, you eliminate the chances of small disputes taking place from within, which gives them a sense of what’s actually important. Encouraging staff members to become team players and helping them learn how to deal with different kinds of people will eventually make it easier for them to serve different types of customers, put them at ease while dealing with them and working together to achieve the objectives of both the clients and your company. Encourage teamwork in your workplace environment in order to ensure that staff is able to communicate with your clients and retain them to achieve customer service excellence.
If you are promoting dishonesty of any kind within your business environment, your staff will deem it correct to repeat this behavior with clients as well. This can be infinitely damaging to the credibility of a company in front of its customers. Therefore, it is very important to make sure you are reprimanding dishonesty, lies and encouraging integrity within your team, to educate them about its essence, so that they maintain an honest and truthful relationship with your clients.
Quality work should be appreciated and rewarded within your organization so that your employees understand the importance of quality customer service. The moment you start implementing the need for quality over quantity and rewarding employees on the basis of quality work, it will start showing in their way of assisting clients. Encourage your employees to work past the bare minimum and acknowledge their achievements, give them monthly bonuses and promote the idea of “employee of the month”, so that they work hard and smart to provide better service experience to your clients.
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