Eric Fraterman, a customer service consultant based in Toronto, Ontario, says something that I've always believed: Good Customer Service Requires Inspired Employees.
We could break this down even further and say that "inspired employees" should actually be "inspired management". It is the managers who train and motivate the front-line employees - the employees who have the most contact with the customers. Without managers who are inspired, you can't have inspired customer service reps. Even if you did hire inspired CSR's, eventually an uninspired manager will scare them away.
Companies need to give their employees something to believe in - that there is a bright future ahead of them - whether it be with the company or not. They also need to let employees know that they are making a difference. What it boils down to is simple acknowledgment for a job well done. Nobody likes to be taken for granted.
So, this weekend think about what inspires you and feel that wave of inspired energy take over you...Now take that energy back to work with you on Monday!
Related Posts:
- Being Motivated vs. Being Inspired or What To Look For in a New Hire
- The Secret to Providing "Wow" Customer Service
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Tracked on: September 10, 2007 10:46 AM | Permalink to Trackback