The customer service industry is one of the most highly-tensioned workplaces out there. It demands so much from you as a customer service provider and it can put much pressure and stress to your employees, especially those in the service frontline.
A stressful work environment can take toll on your workers’ productivity. It can disengage your employees if they are driven to deliver higher work output and yet they are not properly motivated to work. According to a survey done by ADP, your employees get bored, uninspired and dissatisfied if not engaged in their jobs, which can bring an unnecessary cost to your company.
Based on research, companies with the highest employee engagement yield more than 170% operating margins than companies with low engagement ranking. You can stimulate a high-performance environment with less tension by engaging your workers to improve in their jobs with the following:
1. Give back to your employees.
We have shared with you this post on how companies were able to encourage their employees to deliver service better by being genuinely concerned for them, even in their daily personal needs. Looking after your employees’ welfare and addressing their needs will energize them to do more for you.
2. Foster synergy and bridge generational gaps within your teams.
Create avenues for employees from different generations to work on a project or to strategize on a business approach together. With the right facilitation from leaders, this method can nurture camaraderie and healthy collaboration, which consequently lessens relational issues among workers and encourages respect and openness for one another.
3. Challenge their comfort zones and boost their learning.
Some employees get bored and complacent because they’ve been doing the same thing for so long. While employees may thrive where their age, knowledge and competence are best matched with a task or project; you can also help them discover their other talents and skills by assigning them in areas new to them. In the same breath, provide training opportunities for your employees to hone their knowledge, but let it not be limited to their jobs alone—like provide small business training and program—for their personal improvement.
4. Acknowledge their suggestions and let them contribute.
Employees appreciate superiors who accommodate their ideas and allow them to contribute in the overall improvement of the company. They feel valued and it gives them the sense of belongingness in the company and ownership of their assigned tasks. Employees thrive in offices where their bosses interact with them and make them a part of decision making and workflow. Workers appreciate when their superiors display a mentor-type of leadership and gain wisdom from them and lets them share their insights as well, rather than “I’m-the-boss-you’re-just-a-worker” relationship which feels very limiting and far-off.
5. Reinforce your company’s goals and core values through creative activities.
To create a high-performance work environment, the work place must be pumping high-performance mentality into your employees too. Refresh your workers why you do what you do by building a company culture that you believe in. Shape their mindset according to your mission-vision, core values and objectives and amplify it with programs that they can participate in.
If you feel that your team has plateau-ed in their service delivery or that your employees are uninspired and de-motivated to work, we recommend that you try these five ways to engage your employees and create a high-performance work environment which may improve their work attitude and productivity.