Customer service is a critical component of your organization’s success, and obviously, employee motivation is key to the success of any department. Customer service staff often face frustrating and emotionally draining customer encounters and a lack of support from within the organization, frequently leading to burnout. How can you ensure that your customer service professionals stay motivated?
Top-Down Motivation
A big part of keeping customer service staff motivated is to have motivated management. An unmotivated manager will not be able to motivate the team; unmotivated executives cannot motivate the management group. Motivation is a top-down proposition and integral to the company culture. Feigned enthusiasm won’t do the trick; people can spot a phony. However, a truly excited, motivated, driven manager can mobilize any team to move mountains...
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Management poses a number of challenges for most people, the first of which is often adjusting to the management role as one begins to supervise those who are doing the manager's former job.
Managers in different business fields or companies, different departments or teams will need to find the best way to manage in their own place and time. The road to success is not always the same. However, there are a few management principles that are almost universally applicable and likely to help any manager in any field at any time...
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Negotiation is often viewed as a game, a sport, a competition, an intellectual struggle, or a contest of wills. The old-school negotiator knows that at the end of every negotiation there is a “winner” and a “loser” and is determined not to lose.
Ironically, that very attitude may cause the old-school negotiator to lose everything. In a highly networked and integrated economy, success depends more and more on forging strong business relationships. Successful new-school negotiators know the power of the collaborative approach. When everyone gains, everyone wins. The new negotiator knows that they need to take into account the other party’s perspective and work jointly with them to create an agreement that truly satisfies everyone...
