Press Release

Keep Morale High in the Service Center During Tough Times

(Boonton, NJ, Aug 13, 2009) — In the August issue of Customer Service Newsletter, our panel of experts responded to a reader's question, which is on the top of many people's minds: How can we keep morale up in tough times?

Contributor Jeanne O'Brien of Mile Hi Foods offered the following timely advice:

Communicate, celebrate, and remain visible.

Communication is still important and managers should seek to communicate more rather than less.

Specifically, that means:

• Communicate more frequently
• Communicate more specifically
• Communicate with greater empathy
• Communicate honestly.

It seems that despite staunch efforts to keep in touch, at times of right sizing and belt tightening, the need to fill the information gap exceeds even the best attempts. And as we all know, gaps are filled with conjecture, rumor and imagination. None of these are positive or productive. Especially during times of duress, it is critical to provide consistent, clear, and honest messages from all levels of the organization.

In addition, share information in writing as well as orally. Reps under stress may listen selectively, hearing only portions of the message. Written communication allows individuals to re-read and process the information personally or with family. Try establishing a question/concern box. This allows reps to ask questions or request information for personal or public response.

Finally, let your staff know you appreciate their continued commitment. Reassure reps and make sure they know you recognize their value as a person and an employee.

Honest recognition costs little and goes a long way to support the productivity of a stressed workforce. In addition, keep up the celebrations for achievement, anniversaries, birthdays, and for the special people who make up the core workforce.

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