Anyone who has worked in the customer service field knows just how stressful it can become, as well as how easy it can be to experience burnout. Customer service staff are the face and voice of your company, so it is important to be understanding and motivating in your support of them. Here are some tips for getting your team back to their best:
Maintaining an open line of communication between service staff and management is one of the most helpful things you can do. The impact of your representatives’ work on your company is undeniable, so it’s essential to treat them with respect by communicating well. The more comfortable your representatives feel about communicating with management, the greater insight management will have into making positive decisions for the staff overall. Having good relationships between management and your service team helps maintain morale, motivation, and support.
ENCOURAGE POSITIVE WORK
Every moment that you spend communicating one-on-one with one of your representatives is valuable. Management can often make the mistake of thinking of their representatives as disposable, rather than take the time to help them develop and improve in their work.
Take the time to provide encouragement to your staff. Let them know when they’ve done a good job, and give them plenty of constructive feedback when there is room for improvement. Connect with them, maintain that line of communication, and watch your representatives blossom.
PROVIDE YOUR STAFF WITH PROPER RESOURCES AND EQUIPMENT
It’s easy to lower staff morale by accidental negligence. Make sure your staff has the equipment and resources to do their job correctly. Poorly-performing equipment (phones, computers, workspaces) can lead to delays and lower service quality, potentially decreasing customer satisfaction. Ensuring that your staff has the proper resources to do their job can motivate them to do their best work, which benefits everyone involved.
Providing thorough, proper training is another great way to ensure that your representatives are prepared to provide exceptional service. These trainings can help your staff develop skills, but can also be used to boost team morale.
You don’t have to wait for your employees to burnout to get them back on their feet. When in doubt, provide clear communication, support, and make sure they are taken care of. Additionally, you can ensure that you have a customer service team that is treated well and equipped with the proper resources by outsourcing your customer service work with a company you trust.