Keep Your CSRs Happy to Keep Your Customers Happy
| Category: Customer Service | Date: 2001-07-13 |
There is no doubt in my mind that being a Customer Service Representative (CSR) is one of the most demanding jobs today. Why? These dedicated professionals solve other peoples problems all day long - everyday. That is emotionally draining to say the least.
Often times, the stress of dealing with people (whether in person or on the telephone) becomes a bit too much. CSRs arent usually paid at the top of the scale. Add the some- times small paycheck to the challenges of working with multiple personalities day in and day out and you have the potential for disaster.
I know weve all had the misfortune of meeting an unhappy CSR. The last time I came in contact with one I wasnt happy either! It was quite obvious to me that this young man had been having a very rough day. He was irritable, uncooperative and downright nasty. Would you want YOUR customers speaking with someone that fits that description? I didnt think so.
There are several ways to make your Customer Service Representatives happy so they, in turn, will keep your customers happy. Lets look at seven ideas.
Provide Training
Many small businesses cant afford professional training for their CSRs... or so they think. However, training can come in many forms. You can simply write up a small customer service manual with your policies and procedures and provide it as a reference tool. You can enroll your CSRs in teleclasses - training via telephone. These training sessions are reasonably priced and very convenient. Check out http://www.teleclassinternational.com for a large list of teleclasses. Whatever route you choose, make sure your reps understand what you expect of them.
Allow Room for Advancement
Unfortunately many customer service departments are considered the bottom of the barrel. These departments are the place people are assigned as "entry level" employees or worse - as a last resort. How horrible! Integrate your customer service department into the rest of the company. Place customer service at the top of the advancement ladder, rather than at the bottom. Create a structure that allows employees to advance into, and beyond, customer service.
Offer Special Perks for CSRs
The equation doesnt fit. CSRs are the front-line people whos job it is to make and keep customers happy. Yet, most customer service positions dont pay top salaries, the hours are often very long and the benefits for doing this all-important job can be lacking. Be sure those who perform well as CSRs are offered special bonuses and perks. Create a sense of prestige about your companys CSRs.
Give Authority.
It is difficult to calm an angry customer and resolve problems if you must keep asking for permission to give the customer what he/she needs. It is also aggravating to the customer when their rep doesnt have any power to overrule or make special considerations on their behalf. Empower your front- line people. Give them the authority to solve customer problems and correct wrongs.
Allow Judgment Calls
When you hire well-qualified people and provide them with the freedom to do their jobs you must also allow them to make judgment calls on behalf of the company. Dont be afraid to let CSRs work a little "outside the box". Accepting judgment calls gives both the rep and the customer a feeling of importance and security.
Encourage Creativity
Place a suggestion box in the customer service department. Encourage reps to make recommendations regarding improvements that can be made in their department or the company as a whole. Dont downgrade any suggestion. Give them all due credit and recognition. Asking for employees opinions and implementing ideas that are feasible is an excellent way to build self-esteem and employee loyalty.
Motivate, Motivate, Motivate
As with any stressful job, motivation is a key factor. Keep encouraging posters on the walls. Offer frequent recognition of those who have gone above and beyond the call of duty. Create special programs to keep CSRs upbeat and on track.
Keeping your CSRs happy will in turn keep your customers happy. It is an investment worth looking into and one that will definitely pay off!
About the Author
Targeted writing that gets better results! Ad copy, press releases & ghostwriting at attractandkeepcustomers.com
:To contact see details below.
webinfo@attractandkeepcustomers.com
http://www.attractandkeepcustomers.com
Often times, the stress of dealing with people (whether in person or on the telephone) becomes a bit too much. CSRs arent usually paid at the top of the scale. Add the some- times small paycheck to the challenges of working with multiple personalities day in and day out and you have the potential for disaster.
I know weve all had the misfortune of meeting an unhappy CSR. The last time I came in contact with one I wasnt happy either! It was quite obvious to me that this young man had been having a very rough day. He was irritable, uncooperative and downright nasty. Would you want YOUR customers speaking with someone that fits that description? I didnt think so.
There are several ways to make your Customer Service Representatives happy so they, in turn, will keep your customers happy. Lets look at seven ideas.
Provide Training
Many small businesses cant afford professional training for their CSRs... or so they think. However, training can come in many forms. You can simply write up a small customer service manual with your policies and procedures and provide it as a reference tool. You can enroll your CSRs in teleclasses - training via telephone. These training sessions are reasonably priced and very convenient. Check out http://www.teleclassinternational.com for a large list of teleclasses. Whatever route you choose, make sure your reps understand what you expect of them.
Allow Room for Advancement
Unfortunately many customer service departments are considered the bottom of the barrel. These departments are the place people are assigned as "entry level" employees or worse - as a last resort. How horrible! Integrate your customer service department into the rest of the company. Place customer service at the top of the advancement ladder, rather than at the bottom. Create a structure that allows employees to advance into, and beyond, customer service.
Offer Special Perks for CSRs
The equation doesnt fit. CSRs are the front-line people whos job it is to make and keep customers happy. Yet, most customer service positions dont pay top salaries, the hours are often very long and the benefits for doing this all-important job can be lacking. Be sure those who perform well as CSRs are offered special bonuses and perks. Create a sense of prestige about your companys CSRs.
Give Authority.
It is difficult to calm an angry customer and resolve problems if you must keep asking for permission to give the customer what he/she needs. It is also aggravating to the customer when their rep doesnt have any power to overrule or make special considerations on their behalf. Empower your front- line people. Give them the authority to solve customer problems and correct wrongs.
Allow Judgment Calls
When you hire well-qualified people and provide them with the freedom to do their jobs you must also allow them to make judgment calls on behalf of the company. Dont be afraid to let CSRs work a little "outside the box". Accepting judgment calls gives both the rep and the customer a feeling of importance and security.
Encourage Creativity
Place a suggestion box in the customer service department. Encourage reps to make recommendations regarding improvements that can be made in their department or the company as a whole. Dont downgrade any suggestion. Give them all due credit and recognition. Asking for employees opinions and implementing ideas that are feasible is an excellent way to build self-esteem and employee loyalty.
Motivate, Motivate, Motivate
As with any stressful job, motivation is a key factor. Keep encouraging posters on the walls. Offer frequent recognition of those who have gone above and beyond the call of duty. Create special programs to keep CSRs upbeat and on track.
Keeping your CSRs happy will in turn keep your customers happy. It is an investment worth looking into and one that will definitely pay off!
About the Author
Targeted writing that gets better results! Ad copy, press releases & ghostwriting at attractandkeepcustomers.com
:To contact see details below.
webinfo@attractandkeepcustomers.com
http://www.attractandkeepcustomers.com
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