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High Employee Morale = High Customer Satisfaction

  
  
  
  

dreamstime 6524448When your employees are happy with their jobs, the gears of your operation run smoothly. Did you know this applies to your customers as well? Customers can tell whether employees are content in their positions, whether they consciously know it or not. A happy staff is more likely to greet customers with a smile and go the extra mile in service efforts whenever possible.

How do you boost morale to improve customer satisfaction? Use the five easy tips listed here.

Empower Your Staff

When your staff has the ability to make good decisions for their customers in regards to policies and procedures, they will meet customer challenges more willingly. An empowered staff is more likely to feel like an integral part of the team. They will feel trusted and valued. Employees who are given the authority to manage customers' issues and complaints will usually manage them well – especially if they know you are backing them all the way.

Provide Clear Training

Employees need to have a complete concept of how policies and procedures fit with your overall business philosophy. An employee who is well trained in their job does not have to worry about getting reprimanded for making a bad decision or wondering how to handle the next irritated customer that walks though the door. Thorough training inspires confidence, and a confident employee is usually a happy one.

Offer Rewards

When you see an employee go the extra mile, acknowledge their efforts. If you can acknowledge them in front of the rest of the staff, that can be even better. Employees like to know they are doing a good job, and regular praise for a job well done will go far in building staff morale. One good deed will trickle down to another, and your customers will be the ultimate beneficiaries of your efforts.

Give Your Staff a Say

Employees want to be able to come to their managers with concerns or ideas. Encourage them by asking for feedback at meetings. You might be surprised at the level of innovation you can capitalize on, and your employees will appreciate the fact that you actually care about their opinion on matters. Staff that is directly engaged in the daily operations of the company will feel more invested in the business and more inclined to put their best feet forward every day with your customers.

Lead by Example

If you want your staff to engage with your customers and put their needs first, you must lead the way in your efforts. Do you greet customers when they walk into your business or do you tend to hide in your office for the majority of the day? When an employee asks a question, do you practice active listening skills and provide him with a thorough answer to his request? If you are treating your employees with courtesy and respect, they will be more likely to treat your customers in a similar fashion.

Happy staff and satisfied customers are the key to a healthy bottom line. When you take the time to boost up your employees, you will see the effects of your efforts trickle down to your customers as well.

 -Meredith Estep

Comments

It is very true that employee's with high morale provide better customer satisfaction. It is very important as a team to support one another and create a positive work environment. This positive work environment begins by providing an example of the team work that is expected. Others will notice the positive attitude and "can do" attitude and will take lead from it!
Posted @ Thursday, August 16, 2012 9:24 AM by Jenny
Several times I have experienced a customer service rep that was not satisfied in their job. The treatment I received as the customer was less than desireable and caused me to wonder why they were taking their dissatisfaction out on me.
Posted @ Thursday, August 16, 2012 9:59 AM by Stacy
I completely agree with this post and think this is the key to keeping a happy staff which results in happy customers. When an individual is happy it usually flows over to those they come across and in this case its those that we speak to on the phone. Although the customer cannot see you they can still distinguish your mood with the way you speak to them....remember to smile! :-)
Posted @ Thursday, August 16, 2012 11:28 AM by Kara
It is so important that CSRs are happy and in a good mood (or can at least fake it) whenever they help customers! One bad experience with a rude rep can lose that customer forever!
Posted @ Thursday, August 16, 2012 12:35 PM by Amanda
Great article! It is important to ensure your employees are happy and enjoy what they do!! Customers will be able to tell otherwise.
Posted @ Thursday, August 16, 2012 12:56 PM by Jennifer
"Happy staff and satisfied customers are the key to a healthy bottom line." Couldn't be said any better than that!
Posted @ Thursday, August 16, 2012 1:25 PM by Hannah
CSR's opinions DO matter and they should be made to feel comfortable to provide their thoughts and feedback! Allowing CSR's to help make decisions that are specific to their well being and on the job happiness can certainly help foster an environment where everyone has a vested interest in the success of your business!
Posted @ Thursday, August 16, 2012 1:31 PM by Melissa
Happy employees equal happy customers!
Posted @ Thursday, August 16, 2012 1:45 PM by Kristy
When morale is high 
Productivity is high 
That's when we all win.
Posted @ Thursday, August 16, 2012 5:18 PM by Alan
Being part of a happy group of customer service reps keeps the customers happy and a very positive work place.
Posted @ Friday, August 17, 2012 10:56 AM by Matt
When your staff is happy, your customers will be too!
Posted @ Tuesday, August 21, 2012 9:48 AM by Jenny
I love the segment on leading by example. Good morale stars from the top! Excellent article.
Posted @ Tuesday, August 21, 2012 4:18 PM by Courtney
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