How to Recognize and Empower Your Customer-Centric Employees

Working in the customer service industry can be stress-laden for any employee. Increasing demands from customers, the pressure to meet target metrics, and higher expectations of customer satisfaction can exhaust your customer service team to the point of apathy towards your customers.

If you want to have satisfied customers, then give them happy people who will be more than delighted to assist their concerns. So to avoid apathetic employees, make sure you give them recognition and empower them to become better at their jobs.

Allow us to guide you on how you can show your employees more ‘love’ through these five ways:

1. Be more generous with compliments.

Create a company culture that openly compliments than critiques. When employees are surrounded by others who are more appreciative and ready to praise, it boosts the overall morale of the company. The tensioned environment becomes lighter and employees are encouraged because of the good words spoken to them.

2. Give them authority on matters within their scope and train them.

Let your employees have authority over concerns that will allow them to deliver outstanding customer service to your clients. Of course, you will still have to oversee it and give clear and specific parameters in exercising this authority so that the employee would know their boundaries. When your customer service team feels that you trust them and their judgment calls, they become more confident in offering quality customer service to your customers. To give you the assurance that they can handle these responsibilities, let them have in-house trainings or allow them to enroll in outside courses that will enhance their knowledge and skills as customer service providers.

3. Incentivize their good performance.

With an efficient incentive system, employees will be motivated to improve in their jobs and will even urge them to come up with more ways in making a stellar customer service. Give an all-expense-paid vacation for two to the employee who has never had a tardy/absence or post a feature article on your internal company website about this employee’s admirable customer service attitude. Monetary incentives can be good too, although try to incorporate that when major targets are achieved. Think of creative ways to recognize the good work of your employees and let them have fun while at it.

4. Involve them in the decision-making process.

Asking employees to contribute to major aspects in office relations promotes ownership in the jobs they do. Having a voice in the company and being heard is one of the best recognitions that any employee can have in their workplace. Their confidence level increases when management considers their suggestions and takes action on it.  Invite them during policy evaluations or re-calibrating customer service goals—because really, their ‘two-cents’ matter since they work at the frontline and directly see what the customers’ needs are.

5. Let them have a quality break.

Everyone needs a break. And when we say break, we mean taking the time and minding off work to rest and be refreshed. Most of the time, employees avoid taking their vacation leaves fearing that work will pile up and they will end up fretting over it the entire vacation and eventually dreading going back to work. Let your employees enjoy their mandatory leaves or allow them to have sabbatical leaves, especially for those who have worked in your company for the longest time. Help them delegate their tasks to other team members so it can still be prioritized and will not pile up. Sincerely encourage them to relax and have fun. When employees have had their quality rest, their minds and bodies are set at the optimum for work, making sure that the customers they face walk away happy and satisfied.

 

In conclusion, genuinely showing that you care about the welfare of your employees already exhibits the very heart of customer-centric service. Listen to your employees and make them feel valued and recognized by creating ways that will encourage them to develop their personal and career growth. Then see how it will manifest into having more genuinely satisfied customers because you have genuinely happy employees.

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Adel Zsurzsan
Adel Zsurzsan

Adel Zsurzsan started as a Service Desk Analyst at transcosmos Information System. Currently based in transcosmos Hungary office, she now serves as the company's Business Development Advisor, helping the company grow and explore partnerships and opportunities. She speaks fluent English, Dutch, Romanian, Hungarian, German, French and Spanish.