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How Employee Morale Affects Customer Service

  
  
  
  

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Your employees are the front line of your business, providing customers with that critically important first impression of your company.  Subsequently, when your staff is not happy, your customers usually are not happy either.

For example, two years ago, articles surfaced about the poor service in certain Wal-Mart stores. The articles directly linked the lack of quality service with low employee morale. In fact, the employees themselves stated that if their employer did not care about them, they would not put forth customer service effort.

There is little doubt that the satisfaction of your staff has a direct impact on the quality of care your customers receive from them. This means that superior customer service has to start at the top – in the way management builds up and empowers their employees to be the best they can be. The good news is that there are plenty of ideas in boosting morale, and many of them do not have to cost the company an arm and a leg to implement.

 

 

Is Your Staff Unhappy?

Before you get out your pompoms and start cheering on your team, We are going to take a look at the current condition of your staff's morale. Do you see any of these warning signs brewing?

• The staff counts down the minutes until they can go home.
• Employees complain about their lack of breaks or time off.
• Many suffer with frequent headaches or other ailments.
• Employees complain about the customers they must serve.

With a sluggish economy and layoffs still looming in many companies, the general mood of employees today tends to be less than stellar. If you are hearing mutterings in the ranks, it may be time to get seriously creative in your methods of sparking positive feelings in your staff once again.

Morale Boosters

There are plenty of easy ways to get your staff back onboard with your corporate mission and a team attitude. Try these ideas on for size:

• Recognition Programs - Employees like to be recognized for a job well done, particularly if that recognition is done for the rest of the staff to see. Call attention to acts of superior customer service at staff meetings or other times when the rest of the team is sure to see.

• Financial Rewards – Yes, times are tight for many companies today, but it does not take all that much to make your employees feel good. Try small gift cards or funny prizes for the outstanding customer service representatives each month.

• Develop a Team Approach – Team building works when it is done right because it brings everyone together with a common purpose. Make sure your employees feel like a part of your team by welcoming suggestions or listening to concerns.

This is just a sampling of the many ways you can boost your staff's morale. When employees are happy, everyone else is as well – especially your customers.

-Meredith Estep

Comments

Great points Meredith. I'd like to add one more............. 
 
 
 
TRAINING - As times got tough training and development budgets were the first thing to get slashed; which makes no sense. Employees are probably the largest expense of an organization and that's where you choose to invest the least? The issue is companies think that training has to be a high priced outside consultant. It doesn't. There are lots of things to learn from the person sitting to your right and to your left to make the job easier, more productive, a bit more fun and ultimately offer the customer a better experience. 
 
 
 
I encourage people and organizations to take a short Recess; a break from the norm this week and let one of your amazing staff teach the rest of the group a thing or two. 
 
Posted @ Wednesday, August 25, 2010 7:05 AM by Rich DiGirolamo
Rich makes a GREAT point! Training is extremely important. There are indeed lots of great ways to keep your staff learning new things that don’t have to break the bank. You are right on to point out that each staff member likely has something that they can teach the rest of the team! Allowing others to host a training session sharing something that they have learned is a great way to keep your employees expanding their knowledge and keeping them engaged.
Posted @ Wednesday, August 25, 2010 9:56 AM by Meredith Estep
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