Caroline CooperCaroline CooperApril 3, 2020
photo-of-people-near-wooden-table-3184418-1280x853.jpg

6min969

Have you ever had a good customer experience when served by someone who is completely disengaged with their work or their organisation? Probably not.

Now think of the opposite end of the spectrum. When someone is really proud of what they do.

Being recognised at work so you can be proud of your contribution can have a massive impact on employee engagement, and all the knock-on benefits of staff retention and productivity. And of course, your customers’ experience.

So how can we create an environment where people can feel proud of their work, proud of your business and proud to be of service to your customers?

This stems from the top, so if you are recognising your managers and supervisors so they feel pride in what they do, they are far more likely to do the same with their team members.

As well as leading by example, educate your managers and supervisors on the importance of recognition, and give them ideas, support and resources to do this.

Here are three areas you get you started:

1. Respect

Treat your team with the same courtesy you’d like them to show customers. Failing to give a simple please when asking for something or a thank you when it’s delivered soon gets noted, leaving people feeling unappreciated. A sunny smile and a cheerful “good morning” sets everyone up for the day.

Act with integrity, and demonstrate you are true to your values. What you say about customers or colleagues can be a good indicator.

Show you value their opinion. Involve your team in discussions and ask their advice particularly in areas where they have more involvement than you, e.g. most probably spend more time with customers than you and often spot things you might miss.

Show you care about them, and always have their best interests at heart not just business interests.

 

2. Demonstrate Trust

Play to people’s strengths, rather than making everyone mediocre at everything. We often underestimate people’s capabilities. Give responsibility in areas in which they excel. When individuals have one or two areas to focus on specifically it encourages them to go deeper and develop their expertise. This is not only good for people’s development; it also helps the team respect other’s roles and share the burden.

Give flexibility to adapt and adopt their own style. You’ll be surprised just how resourceful your team can be given the right direction.

Empower your team by delegating some control and ownership. This gives a sense of pride and a desire to get things right.

 

3. Recognition

Give meaningful feedback. The more specific and the sooner you do this after the event the greater the impact. Whenever you get positive feedback from a customer publicise this.

Recognise and celebrate successes – for the individual, for the team or the business as a whole.

Acknowledge contributions: Let everyone know when you’ve had a good month, Recognise those who go beyond the call of duty e.g. changed domestic arrangements to help out, dropped their own work to support a colleague or gone out of their way to help a customer. Acknowledge those who have put effort into a project even if it has just fallen short of the mark. It’s the effort you’re applauding not the result.

Saying thank you and well done in front of the whole team may make some people feel uncomfortable, so be selective. But when done for the whole team it can give a real boost. Put some thought into how you say thank you, make it relate to the individual and something that resonates with them.

Celebrate those important proud moments outside work: arrival of their first grandchild, child’s graduation, a significant contribution to a charity, a personal achievement such as passing their driving test.

Simply remembering personal milestones such as a significant wedding anniversary can make people feel valued, but even better if you do something to mark the occasion even if it’s just something simple.

 

Whatever you do to show you value your team and get them ‘Puffed up with Pride’, make a point today (and every day from now on) of doing at least one thing to show your appreciation to each and every one of your team.


Caroline CooperCaroline CooperSeptember 30, 2016
Main-photo-naturally-loyal-1024x682.jpg

7min1105

It can be tough sometimes to get motivated again after a break. Which of course can have an impact on your customers’ experience and ultimately your entire business. So here are 7 tips to help focus on getting your team motivated and engaged again once they return to work.

1. Behaviour breeds behaviour

It’s a self-fulfilling prophecy, which if we think it’s going to be tough getting back into the swing of things the chances are it will be. Not just for you, but for your team as well.

The way we feel emotionally will influence the feelings of people around us. In other words if we mooch around all day resenting coming back to work after our fantastic holiday or quality time with the kids we’re far more likely to elicit negative emotions, than if we’re smiling, laughing and generally being positive about being back at work.

Being confident, enthusiastic and energetic might not always rub off on everyone else, but it’s a better bet than if you’re down and moping about resenting being back.

2. Celebrate and share successes

For many businesses the end of September marks the half-way point in their financial year, so what better time to review progress.

Update your team on your achievements for the past 6 months. What milestones have you achieved as a business, what have been the highlights of the year to date, and what’s been the team contribution to these? Give praise where it’s due that will create a buzz for the remainder of year ahead!

3. Set mini goals

It can often feel as if you’re not achieving much in the first few days or weeks back at work. So consider allocating some specific short term projects or goals that everyone can get stuck in to and for which they can see some results within the first few days back.

Even better if you can make these customer service related. It will certainly help focus attention back onto the job in hand, and get everyone back into full flow as quickly as possible.

4. Take stock

If you’ve a quiet spell before business ramps up use this as an opportunity to take stock. When people have been away from the business for even a couple of days they can often see things in a new light and spot opportunities for improvement your service, to add value or make recommendations to customers.
What ideas have your team seen on their holidays or days out which they’ve appreciated and which could be applied in some way in your business?
Review your entire customer journey and all the various touch points your customers experience. Customer Service is continually evolving, and there will always be little tweaks you can make to improve your service.

5. Keep informed

Time off often gives people time for reflection and can prompt them to start thinking about other options, career moves or even career changes. Keep your team up to date with what’s happening in your business so they feel involved and quash any feelings of insecurity.

Update them on your plans for the remainder of the year ahead. Share up-to-date product knowledge, what’s happening in your industry, with your competitors, or anything in the press. A knowledgeable team not only gives them confidence, it enables them to make decisions and help build trust with your customers.

6. Personal development

The new school year is a good time to review the team’s development needs.
Not everyone wants to progress, but that doesn’t mean to say they don’t want to be stretched or given opportunities for new challenges. Add variety so they don’t become stagnant; a bored employee is unlikely to wow your customers! Identify and utilise people’s strengths, providing further development when needed to bring out the best in these areas.

Delegate and give some control and ownership for specific areas. This gives them pride in what they do and they will appreciate you’ve recognised where they do a good job, providing of course you’re careful not to overburden or just dump these tasks on them.

7. Awards

Give the team something positive to focus attention by aiming for an award, competition or simply an internal league table. It can be great motivation for those with a competitive spirit.

For internal reward this might mean focusing on a different theme each month so that everyone has the opportunity to recognise their particular skills and strengths.

External awards are a great way to give focus and recognition for the whole team. Keep your eye out for awards which are relevant to your business or your market. Just being nominated for an award is a great booster it itself.

Interesting links:




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter