How To Motivate Your Team To Deliver Inspirational Customer Service
Customer service is an important part of any business. But it’s about more than having your customer service answering the phone or providing a great product. It’s also about ensuring your team understands what good customer service looks like and how they can deliver it every day, be it through customer service phone calls or live chat.
Throughout this blog, we will share tips for motivating your team to deliver great customer service.
Table of Contents
- How To Motivate Your Team To Deliver Inspirational Customer Service
- Be clear about what good customer service looks like.
- Set small, achievable goals for your team
- Tell your team why they’re important to the company
- Offer a reward that motivates your team
- Reinforce good behaviour
Be clear about what good customer service looks like
To deliver great customer service on your customer service chat software, you first need to know what it looks like. Set goals for your team and define exactly what good customer service looks like.
For example, if you want your team members to respond promptly to emails and phone calls from customers, define the average response time that constitutes ‘prompt’ and set a goal for how much improvement over the current performance level you’d like to see. Make sure your strategic plan includes this information, so everyone is on the same page.
Then, as you track progress toward those goals throughout the year, be sure that everyone understands why they’re important – and that they understand how their work contributes toward achieving them.
💡KEY TAKEAWAY: Define clear goals for customer service performance to ensure great service. Set specific goals for response times, and make sure the team knows why these goals are important and how their work contributes to achieving them.
Set small, achievable goals for your team
Make sure you give your team clear direction and goals. This can be done by setting small, achievable goals that are measurable, realistic and time-bound.
As an example, let’s say you have a team of five people who need to develop more innovative ideas for improving customer service at your organisation. You could set them the task of developing fifteen different ideas over a period of two months before presenting them to the rest of the company.
This process would force your team members to come up with at least fifteen ideas each month, which is doable for even small teams but would also ensure that all members contributed something meaningful towards improving customer satisfaction in their area or department within a limited timeframe by setting specific deliverables for each member under one overall goal for all five individuals.
💡KEY TAKEAWAY: Set specific, measurable and achievable goals for your customer service team to drive improvement and increase customer satisfaction. Encourage team members to come up with innovative ideas and set a clear timeframe for delivering results.
Tell your team why they’re important to the company
To motivate your team, you must tell them why they are important to the company. Once you know more about each of your team member’s needs and desires, think about how this information could be used as leverage for change within your company. Maybe all employees would benefit from an extra day off every month or additional training sessions on how to use new tools effectively in their daily workflow.
Sharing stories about how empowered people feel when given opportunities like these can help open up possibilities for others who may need new inspiration for growth within their roles at work.
💡KEY TAKEAWAY: Empower your team by communicating their importance to the company and offering opportunities for growth and development. Letting them know how their role contributes to the success of the company can improve motivation and create a sense of purpose.
Offer a reward that motivates your team
In the end, it’s all about the people – which means you need to remember that there are times when it’s necessary to motivate them with incentives. When you provide rewards for good performance, teamwork and ideas, hard work and going the extra mile, your employees will be more likely to deliver exceptional customer service.
💡KEY TAKEAWAY: Tangible rewards such as bonuses, time off, training sessions, and other perks can encourage employees to work harder and strive for better results.
Reinforce good behaviour
Next, you’ll need to reinforce good behaviour. When people do something right, they need to hear about it. This can be done in a variety of ways: with praise, rewards, and recognition.
Praise works well as an immediate response to great service. It should be specific and sincere. Not only will this encourage the employee to continue providing inspirational customer service, but it will also make other employees want to up their game. A sincere compliment from their manager is one of the best ways for them to feel valued at work!
Rewards are another way managers can encourage employees who consistently provide excellent customer service, solve problems effectively, or whatever else you’re looking for in your team members’ performance. The reward could be money – a bonus – or it could just be something nice like lunch on the company dime or tickets to an event that everyone wants to attend.
💡KEY TAKEAWAY: Recognition is also a powerful motivator. Highlighting an employee’s achievements in company meetings, through company-wide emails, or on company-wide bulletin boards is a great way to recognise and reinforce good behaviour.
Make sure your team knows they’re valued by you
We all want to feel like we matter, and nothing will motivate your team more than knowing you value them as individuals. Make sure they know that you see their good work, and thank them for it. No one likes working in an environment where their efforts are overlooked or not appreciated – and if people don’t feel appreciated, why would they keep doing great work?
You should make it a point to recognise good work publicly with regular praise; however, it’s important not to overlook less desirable behaviours on the part of your staff members. If someone does something wrong or doesn’t perform up to expectations, make sure there are consequences for such actions.
By showing that there are rewards for great behaviour but consequences for poor performance, you’ll encourage everyone in the company to follow suit by doing their best work every day.
The takeaway here is that if you want to motivate your team, you need to give them the tools and support they need. And that starts with being clear about what good customer service looks like. You also want to set small, achievable goals for your team so they can see how their work contributes immediately – and reward them when they succeed!
We aim to help you deliver better customer service, so our blog shares tips on how to power your team to achieve that.
At Greechat, we provide businesses with a fully managed live chat service tailored to each company’s needs and goals, helping to boost sales.