There’s an old saying out there that goes something along the lines of, “If you do a job you love, then you’ll never have to work a day in your life.”
While that may be somewhat of a stretch, especially in the scope of customer service jobs, there is more than a grain of truth to the adage. Despite your valued customers keeping even the best-trained agents on their toes, having the right attitude at work can make all the difference in a pleasant and upbeat employee and one who shows up with a chip on their shoulders. A negative and sullen staff not only may lash out at customers, but they can also spoil the atmosphere for your other employees.
However, as a customer service manager, you also have a certain amount of responsibility in keeping your staff in a good mood while they’re on their shifts. Even if your role is more hands-off, it still comes back to you and how you approach them while they’re working. And by taking the time to try to foster a welcoming and friendly environment, you can help ensure they’re able to deliver the highest quality of service to your customers. If you’re looking to boost the social atmosphere of your workplace to help keep your employees happy, then here are four tips to help ensure you’re able to do so successfully.
Build Them Up
The last thing you want to do as an employer or customer service manager is to constantly tear your staff down. While there is a time and place for constructive criticism, especially if an employee isn’t performing their duties correctly, you shouldn’t harp on them or get into a bad habit of regularly belittling them. Instead, focus on what you do like about your employees, and be sure to point these things out to them whenever the opportunity arises. If you do have an issue, you’ll want to approach it in a tactful manner, and don’t forget to highlight a few positives during the discussion. That said, if an employee continues to fall short, you may need to consider releasing them.
Listen to Their Feedback
If your employees tell you something – whether it’s about a particular customer they encountered, an incident with a coworker, or even an issue that may have arisen while they were working – you need to be sure to listen to them carefully when they talk to you about it. Not only can you learn more about their dynamic with the rest of the workplace environment, but you can also learn more about them and how they approach problem-solving, too. Furthermore, if you shut down an employee who approaches you with a concern, you’ll only wind up teaching them that they can’t open up to you in the future.
Recognize Their Differences
No two employees are going to be the exact same, and they will each bring something unique to the table while working with you. One way you can help ensure you are on the same level as your employees and are familiar with their unique needs is to offer them an elective personality test to take. Certain tests, such as a Myers-Briggs Type Indicator, can help you understand them better. Conversely, mood disorder tests (such as a BPD test) can let you know if your employee may require extra accommodation while working. If you do find that any of your staff need extra assistance, though, be sure to not call them out for it or alienate them for their needs.
Compensate Them Fairly
Finally, one of the best ways to let your staff know that you truly value them is to make sure they are compensated fairly for their work. A living wage can go a long way in guaranteeing that your employees will actually show up with the right attitude, as well as the ambition to do their job correctly and with a smile on their faces. Furthermore, compensation doesn’t just include their net pay. It can also include other incentives, such as paid vacation time, ample sick leave, and even paid lunch breaks. Each of these things can speak volumes to them about how much you value them.
Maintaining and fostering a pleasant work environment doesn’t have to be a difficult task. In addition, being a great customer service manager who takes the time to make sure your staff feel safe, welcome, and heard while on the clock will make all the difference in ensuring their loyalty. Finding and hiring top-notch, quality staff can be challenging, and retaining them can be even harder. However, by taking the necessary measures to make their happiness a priority, you can be confident that you have the best staff in your employ – as well as ones that will also stick around for the long term.