Customer service managers must effectively manage the pressures on their team members to ensure that they remain productive. Frustration and dissatisfaction among team members can result in high attrition rates, a depressing workplace, an increase in errors, low customer satisfaction, and increased healthcare costs for the company. Thus, customer service managers must ensure that their executives are always in good spirits, courteous, and ready to help the company's customers.
Here are a few tips to help customer service managers manage their teams' job satisfaction levels:
- Put a system in place that listens to the grievances and views of customer service executives. This will make them feel that the organization values them and pays attention to their needs.
- Continuous training, certification opportunities, and other actions help instill a sense of professionalism among team members. Managers must make their team members realize that not everyone has the skills that they have.
- Involve team members by inviting ideas on how to improve systems and processes in order to make the workplace better.
- Match your pay scale to that of your competitors, or else your customer service executives will use your organization as a training ground before flying off to more lucrative destinations.
- Your team members need to learn about the latest happenings in their department or organization from you instead of outsiders. Ensure that you regularly update them on current developments and brief them about the consequences for their work patterns.
- Feelings of inequality can be really frustrating for your team members. If they feel they are not adequately compensated or that their compensation is not comparable with that of their coworkers, then their productivity will go down drastically. Quantify each team member's goals and performance and clearly communicate with them. Reviewing their performance in quantitative terms will help prevent errors and discrimination.
- Appreciate your team members' successes openly. Special achievements and milestones reached by your team should be celebrated as this boosts morale and employees' motivation to strive for more. Try to involve senior management in your team's celebrations too as this reflects their willingness to celebrate the team's success.
Your customer care executives are in direct contact with your customers, and they strongly influence customers' decisions to buy your product. A happy customer service executive effortlessly sells the product and the company well, while a frustrated employee passes on frustration to prospective and current customers. Put time and effort into keeping your customer care executives satisfied. It's well worth it!
