Making the Customer Service Job More Rewarding
The June issue of Customer Service Newsletter answers the question, "What's the best way to introduce a recognition program into my service department."
(Boonton, NJ, June 28, 2012) — The June issue of Customer Service Newsletter provides answers to a reader who asks, "What's the best way to introduce a recognition program into my service department."
For Seth Hall, VP of Operations at Philadelphia Insurance Companies, it all starts with the right metrics. Hall writes:
The most important first step is to make sure you are measuring the appropriate metrics — we utilize the phrase, "metrics that matter." The reason why this is important is we certainly don't want to reward/recognize reps for work that really has no value to our end customer. Once we have metrics identified, we do our best to recognize adherence to those goals and objectives in creative and different ways.
The one constant theme is that we always use our reps in developing an incentive plan or another method of formalizing our recognition programs. We have found that anytime you can bring in your frontline reps to help brainstorm creative ideas to solving a problem, you typically get a better result and more buy-in from the reps themselves.
Another thing to keep in mind when developing recognition programs is to keep them fresh and creative. Money is nice, but it is not always the best reward or incentive in the long term. Aside from pure recognition programs having frontline service reps participating in enterprise wide programs or committees is another way to keep them more engaged.
Additional advice from Customer Service Newsletter's panel of experts appears in the June issue.
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.