In this video, explore looking inward. Are there ways the business can reduce friction or problems spots that may be causing more problems for customer service teams? Also get tips for how to involve customer service reps and get their input to better the company as a whole.
- It's not you, it's me. Organizations often make excuses for why they have a turnover issue, such as it wasn't the right fit, or they didn't find the right people, or he wasn't cut out for the job. Whatever it is, there's often this reluctance to address the real issues that are causing the turnover. It's important for us to be able to look inward and ask how we can improve our experience for our employees and all of our customer-facing people, so that they'll be better and more prepared in dealing with difficult situations. If people leave because of a lack of training or people leave because they feel alone in dealing with difficult customers, or if people leave because the demands of what you've requested to them are too stressful, then you need to ask yourself, what can you do to improve in those areas? One way to start is to attempt to get some impartial feedback.
Don't just rely on gut instinct, talk to your employees, use a third party expert if you need to learn what the real challenges are in your company. Don't wait until it's too late. Get ongoing and regular feedback about your performance as an organization. Employees often feel disconnected and disengaged from supervisors and management. They feel that management and their supervisors aren't interested in the day-to-day challenges of their work. It's easy for them to become demotivated when they feel this way.
Constantly encourage them to provide feedback, ask them to be frank. Ask them to be blunt and share what the real challenges are. Some of the best stories and the greatest results in business come from employees who had an idea that was acted on. Consider this, ask your customer service people to share the single biggest complaint or criticism they hear from customers. See if there's a trend, see if there's something you can learn or pull from this that might result in a company-wide policy change. This is the type of feedback you want to gather.
You want your customer service people to be recognized for their efforts. You want them to feel appreciated, you want their ideas to feel valued. Now, don't just do this at face value, truly try to understand if their feedback is valid, and if there are things you can do to create a better customer experience, and a well-rounded experience for your people. This is the type of internal business improvement that will reduce turnover and truly improve your customer service efforts.
- Determining if you have a turnover problem
- Reasons why people quit
- Hiring the right people
- Showing support to service reps
- Helping customer service reps recharge and rejuvenate
- Creating a fun working environment
- Celebrating accomplishments
- Identifying trouble spots early