From the course: Customer Service: Motivating Your Team
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The power of employee engagement
From the course: Customer Service: Motivating Your Team
The power of employee engagement
- When my daughter, Grace, was 13 years old, she bought a new camera. She'd saved for many months and was very excited, but in the weeks that followed, many pictures turned out blurry and I could see her interest begin to drain away. As it turns out, the camera was faulty, and when made aware, the store immediately replaced it. And then the real magic happened. An employee named Devin stayed 30 minutes past her shift to help Grace set up the new camera and she tested it with her. "You'll love it," she said. She reassured her, "I have the same model." This employee was clearly engaged and loved her job, and that will likely have a lifelong impact on my daughter. Employee engagement is a term we've probably all heard, but what is it exactly? We know it's not the same as employee satisfaction. An employee can be satisfied with her job for various reasons, geographical convenience, friendships, good compensation, but really not be engaged. We can define engagement as the enthusiasm or…
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