From the course: Measuring the Value of Customer Service
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Employee engagement
From the course: Measuring the Value of Customer Service
Employee engagement
- The customer service you provide will impact the perspective and productivity of your most important resource, your employees. Research from Gallup reveals that having highly-engaged employees results in 41% less absenteeism, 24 to 59% less turnover, and 17% more productivity when compared with disengaged employees. When we feel we're making a positive difference for others, we're more engaged and more effective. A recent survey found that when radiologists viewed a picture of the patient, they better related to them and they wrote longer reports and had greater diagnostic accuracy. This principle works with those who provide customer service as well. A dental insurance service agent recently shared, "I love it when I help a member. "I've had members cry they were so happy to be able to smile "without being self-conscious." Talk about engagement. Three important components to consider when calculating the value of…
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