Press Release

To Improve Morale in the Customer Service Center - Get Moving

When the economy is down managers need to work harder than ever to keep frontline customer service represnetatives up-beat and positive as they work with customers and clients.

(Boonton, NJ, Feb 11, 2010) — Many companies are looking to customer service departments to keep costs down, and some companies are still cutting staff. That's a recipe for low morale and poor productivity, especially if current staff is charged with doing more with less, with no end in sight.

What can you do to boost employee productivity and morale? In the February issue of industry newsletter Customer Service Newsletter, Dave Anderson, president of Dave Anderson's Learn to Lead suggests that managers can help in several ways including getting out on the customer service center floor.

"Get out of your office and reengage with your people and customers," Anderson says. "Become more visible, accessible, instructional, and motivational and eventually you'll become unstoppable. Ask more questions and give fewer answers. Questions engage employees and show that you value them."

Some leaders have gotten so dazed by data and numbed by numbers that they've lost touch with their people, Anderson points out.

"They're sitting in their offices collecting calluses on their backsides trying to 'turn the numbers around,' when they need to get out front, put some calluses on their feet and turn their people around - and then their people will turn the numbers around."

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About the Customer Service Group

For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.

Website: http://www.CustomerServiceGroup.com