"Economic conditions make it necessary for our customer service staff to continue to do more with less. What can we do to show them that we continue to appreciate those efforts?"
Panelist Jennifer Kees says that managers must acknowledge the value of the service job and make recognition appropriate to the effort.
"Employees feel valued and appreciated when they know that their immediate supervisor or manager recognizes the hard work that they do. If the employee is going above and beyond in their performance, the manager needs to go above and beyond in their recognition,"
"For example, if an employee reaches a goal despite cutbacks in resources and staff, it should be recognized prominently. If the employee would usually receive a certificate or some other token of appreciation for this accomplishment, provide an extra incentive to show that you realize the extra work that was put in. Matching the recognition with the accomplishment is a tried-and-true practice that works very well."
"A second approach," says Kees, "is to jump in and help out! This shows employees that their hard work is valued — this job is so important that even the boss is doing it!"
Additional advice from the management panel appears in the February issue of "Customer Service Newsletter."
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."