Eliminate Negativity in the Service Center
Theres a lot that service managers can do to make it easier for reps to keep a positive attitude toward their work, their customers, and their coworkers.
(Boonton, NJ, July 24, 2014) Working in customer service can be difficult and stressful, but managers can take simple steps to help reps stay motivated and positive.
Geoffrey James, author of Business Without the Bullsh*t, says that it starts with being a role-model for reps.
For instance, when a rep complains about having had to deal with a difficult customer, remind the rep that its the job of customer service to help the customer and that everything he does to help is a reason to be proud and positive about his work.
Managers should also ensure that their reps have the opportunity to take a break and get away from the phone and other stresses for short periods during the day.
Set up a quiet room; sponsor workplace exercise, wellness, or meditation sessions; or just give reps an option to step away from their phones occasionally.
Additional tips for managers and their frontline staff on how to maintain a positive attitude appear in the July issue of The Customer Communicator newsletter.
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.