Stop supporting abusive and harmful practices in your call center. Revisit harsh policies and roll out new ones. If I’m an agent and my manager is vocal about how awesome I’m doing, I’d definitely feel a sense of pride and security when conversations about advancement opportunities arise among leadership. Some 68% of workers think public recognition has at least some impact on their ability to get a raise or promotion. And, when employees feel praised publicly from the top, they feel more secure and invested in their roles.
Recognition from company leaders and managers is proven to resonate most with employees. What happens when your “great” customer experience comes at the expense of your agents Better yet, get your ops leaders and your exec team to pen a thank you, too. Order some thank you cards ( we like these) and ship them off to your work from home agents. But those two words alone have a pretty incredible impact. Dealing with constant customer complaints and borderline abuse deserves more than a simple thank you. Further, employees who do not feel adequately recognized are twice as likely to say they’ll quit in the next year.” Annamarie Mann and Nate Dvorak for GallupĬustomer service week is the perfect opportunity to offer up praise to your team and thank them for all they do. “At any given company, it’s not uncommon for employees to feel that their best efforts are routinely ignored. feels like they’ve received recognition or praise for good work in the past week at any given time. Mail out handwritten cards from you and your other ops leaders. Email your agents a $5-10 coffee gift card ahead of time, so they can pick up their favorite drink before you meet. And, set the stage for a friendly and casual conversation. Pro Tip: Use your 52 questions as conversation starters to learn more about your agents. Build genuine connection and thanks into your every weekly meeting. Make notes ahead of time, so you have specific moments to call out and appreciate. And, take this opportunity to offer individual praise. Then, expand upon it.Īsk your agents questions about their careers, their life, their aspirations and how they’re really feeling. Have your typical 1:1 conversation, reviewing performance metrics and action items, first. Dedicate time this week to check in with each of your team members. Kick off Customer Service Week and schedule virtual coffee meetups or 1:1s with your agents.ĭata shows that the most memorable recognition comes from an employee’s manager. That’s why we’re offering up five ways to celebrate all the hard work your agents pour into their jobs, no matter what work looks like for your team this year.
It gives managers like you dedicated time and space to recognize the massive impact your agents have on your customer experience and your company. We love this celebratory first week in October because it puts agents – the heart and soul of our company – back at the center of customer service. That’s why this year, more than ever before, it’s vital to appreciate your agents a little extra during Customer Service Week. And even though we’re resilient and taking it in stride, it doesn’t make the current state of things any more comfortable.ĭownload Now: 52 questions to ask your agents about well-being and work in their next 1:1Īdd to it the stress of handling unusually angry customers while working in a make-shift home office, sometimes with kids at home, and I can almost guarantee your agents are close to their tipping point. We’ve dealt with sickness and loss, missed important meetings, birthdays, weddings, funerals and back-to-school celebrations. We were tossed into a situation none of us asked for – and certainly, none of us wanted.
I blinked in March and now somehow we’re finalizing our plans for Q4. The festivities are set for October 5-9, and it’s up to you to celebrate your team, no matter where they’re working.
2020 didn’t cancel National Customer Service Week.
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