Back in time businesses were focused on the product.
Today the key to a successful business is focused on the customer. In quickly discovering and satisfying your needs. Task that can only be performed with excellence if your staff is sufficiently motivated and focused on offering high standards of customer service . This is certainly not an easy thing because, in addition to a high sense of humanity, it requires dedicating time and valuable resources.
Therefore, companies that dedicate a good part of their resources and efforts to motivate their collaborators soon see great and better results.
Today I will give you some suggestions that will help you awaken a passion for service in your staff without having to wear yourself out on supervisory activities.
ACTIONS THAT MOTIVATE WORKERS
- Training . One of the reasons why an employee may offer poor service is due to a lack of knowledge about the product or services that the company provides.
Serving the customer with short, negative or blunt responses can be identified as a sign of ” technical ignorance ” that your support staff or salespeople may be sending.
Investing in adequately training them and providing them with the appropriate material for their performance (prices, catalogs, training, etc.) is a first step in reinforcing their personal and professional security with the client.
- identity with the company. The Japanese have used this concept for centuries and it consists of making your collaborators ( not “employees” ) feel part of and identify with the vision of the company.
Letting them know about the company’s history, achievements, vision and medium- and long-term goals will help reduce apathy and create greater commitment in them.
- Incentives . Everyone needs incentives to improve their productivity. The rule is that those who work better should be rewarded over those who simply ” work normally ” in such a way that a healthy and positive energy is created in the teams and collaborators who demonstrate greater commitment, performance and quality in customer service.
Economic bonuses, trips or a quarterly prize can make a difference in the way your staff does their work, creating a healthy competitiveness that encourages them to improve themselves every day.
- Recognition . Many of the large companies handle this concept very well since they understand that one of the primary needs of human beings is to be recognized for their achievements.
Creating biannual and annual ceremonies in which the commitment of the best collaborators is recognized with a diploma and a gift is a way of keeping alive the positive energy that enhances service quality.
Regardless of the level or area of work in which they work, from a janitor to a manager, everyone needs to receive recognition at some point. The photo with the employee of the month or the “best salesperson” are excellent for this purpose.
Finally, remember that if you increase the quality of life of your staff, you will automatically be increasing your effectiveness in business.
Hence, every effort to create work teams with identity, technical knowledge and highly motivated are the most valuable asset that any organization can have.