It’s among the customer support manager’s key roles to make certain customer support agents or representatives still provide positive customer encounters. And one method to do that is as simple as maintaining your team happy and motivated.
How will you face a person which help them cope with their problems whenever you aren’t feeling so great yourself? You can be certain that unhappy and de-motivated customer support representatives will not attend their finest when confronted with customers which can lead to negative customer encounters that may hurt the organization.
It might be hard to keep morale and motivation high for everybody around the team, but it’s still feasible for the client service manager to generate methods to keep your spirit within the working atmosphere high and thriving. To make certain your agents look into your customers’ needs, it is your job like a manager to make certain the thing is for your agent’s needs.
The a shorter period your agents be worried about taking proper care of their demands, the greater time they are able to invest in taking proper care of your customers’ needs. Here is a narrow your search of steps to make your agents’ lives just a little better to keep them happy and motivated:
- Fundamental needs like shelter, food, and water. People work simply because they need money to satisfy their demands an item of satisfaction at the office happens when the pay is sufficient to survive.
- Safety and security needs. Be it financially, emotionally, or physically, individuals need to feel safe and sound. At the office this might mean security of tenure, a pension, chances for job growth and promotion, or perhaps simply safe working conditions.
- Social needs, like belongingness and social interaction. People wish to be recognized, they belong and therefore are an essential and adding person in a group.
- Esteem. Individuals need positive reinforcement and affirmation. At the office this might come by means of rewards, recognition, or promotions.
- Self-actualization, or fulfilling your potential. There’s an excuse for us to continuously improve ourselves, to satisfy ever-growing challenges after which overcome them. At the office, this could come by means of giving more responsibility or authority to deserving employees.
These needs are really according to psychiatrist Abraham Maslow’s theory “The Hierarchy of Needs.” Everyone is driven to fulfil our needs within the above order. Whenever a require is satisfied, we’re full of positive feelings therefore we are motivated to proceed to the following need.