7 TIPS TO IMPROVE CUSTOMER SERVICE AND BUILD A POSITVE CULTURE AROUND INTRINISICALLY MOTIVATED CUSTOMER SERVICE

Customer service is the heart of every great customer experience. It's about more than just solving problems; it's about creating moments that customers remember and cherish. Motivation is the key ingredient that turns a mundane interaction into a memorable one, but what exactly is motivation in this context, and how can it be nurtured?

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Intrinsic motivation, according to psychologists, is driven by the sheer enjoyment and challenge of a task, along with the satisfaction of doing it well. On the other hand, extrinsic motivation comes from external factors like rewards, praise, punishment or competition.

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In customer service, intrinsic motivation is particularly valuable. It allows employees to provide exceptional service without relying solely on external rewards. Research has shown that employees with high intrinsic motivation perform better, are more satisfied with their jobs, and ultimately deliver better customer service.

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So, how can you improve motivation in your customer service team? Here are seven practical tips:

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1. SET CLEAR GOALS: Ensure every team member understands their goals, responsibilities, and how their work contributes to broader business objectives.

Imagine a customer service representative, Sarah, who knows her daily goal is to resolve at least 20 customer inquiries with a satisfaction rating above 90%. This clarity drives her focus and determination, leading to consistently high performance.

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2. PROVIDE FEEDBACK: Offer regular, meaningful feedback to employees about their performance and progress toward goals.?

After a challenging interaction, James receives constructive feedback from his team lead. They discuss how he can improve his approach and communication skills. James feels supported and motivated to implement these suggestions in future interactions.

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3. GIVE AUTONOMY: Trust your team members to make decisions based on their expertise, which can increase their confidence and motivation.

When faced with a complex issue, Maria is empowered to use her judgment to resolve it creatively. This autonomy boosts her confidence and motivates her to tackle similar challenges in the future.

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4. LEAD BY EXAMPLE: Show your team that you're willing to roll up your sleeves and handle customer service issues yourself, especially during tough times.?

During a busy period, the team lead jumps in to handle calls alongside the team. This not only helps ease the workload but also inspires the team by demonstrating a willingness to be hands-on.

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5. REWARD AND APPRECIATE: Acknowledge and praise employees for their hard work and accomplishments, as this can significantly boost morale.?

At the end of the week, the top-performing agent, David, receives public recognition for his outstanding performance. This acknowledgment boosts his morale and motivates him to maintain his high standards.

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6. OFFER CAREER DEVELOPMENT: Create opportunities for growth within the customer service team, showing employees a potential long-term future in the field.?

Laura, a customer service agent, expresses interest in advancing her career within the company. She is enrolled in a mentorship program that provides guidance and opportunities for growth within the customer service department.

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7. BUILD A STRONG CULTURE: Foster a positive work environment that emphasizes coaching, appreciation, and continuous improvement.?

The team regularly participates in training sessions focused on improving communication skills. This culture of continuous learning and development motivates team members to enhance their abilities and provide better service.

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Motivated customer service teams don't just provide better service—they also create a happier workplace and more successful employees. By focusing on motivation, you can transform your customer service team and the experiences they deliver.

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Kendra Marroquin

Owner Girl Friday Notary Services