Keeping Your Service Team Engaged
While there is much that customer service employees can do to become more engaged and involved in their work, there is also much that managers can do to ensure that reps are engaged and to maintain that engagement through the highs and lows of working in customer service.
(Boonton, NJ, October 16, 2014) Engaged employees bring more of themselves to the job, provide more discretionary effort, and generally need less help in determining whats right for the customer.
But how can a manager know when an employee is becoming disengaged?
Jen Lawrence a corporate culture consultant and author of Engage the Fox, says to look for the following characteristics:
- The employee shows signs of cynicism. A disengaged employee is likely to become cynical about the work that he is doing, the products or services he represents, or the customers he is dealing with.
- The employee fails to bring his personality to the job. Customer service reps are often hired for their personality and their ability to relate to other people. If someone has lost interest in doing that, they are not engaged.
- The employee is not helping colleagues. Being engaged also means being ready to reach out to help, or be helped, by colleagues.
- The employee is not asking you questions. Curiosity and interest in the work that one is doing is a big part of engagement. An employee who has stopped asking you about the whys behind what he or she is doing may be disengaged.
In the October issue of The Customer Communicator newsletter, Lawrence provides tips that managers and their frontline staff can use to increase engagement.
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.