Improving Customer Service Staff Engagement

"Customer Service Newsletter" recently asked readers about their rep engagement efforts. The May issue presents their responses and expert advice on making rep engagement part of your toolkit.
Spread the Word
Listed Under


Human resources

Boonton - New Jersey - US

May 6, 2011 - PRLog -- In a recent survey, "Customer Service Newsletter" asked readers if their organizations measured frontline rep satisfaction or engagement. More than three-quarters of those who responded said yes, and the large majority of those measured rep satisfaction or engagement via a survey tool, administered every 12 to 18 months.

How companies used the results of the survey varied. A significant portion of those responding said that they put together a team or committee of reps and supervisors to go over the results and suggest an action plan.

Others said they used the results to inform their management, coaching and communications. Still others had no clear plan for how to use the results of rep satisfaction or engagement surveys.

In general, the results suggest that while customer service managers understand the importance of employee engagement, they are much less clear about how to put that data to use.

To help clarify matters, "Customer Service Newsletter" spoke to Chris Dustin at HR Solutions, an employee engagement consulting firm. Dustin explained how to conduct an employee engagement survey, what questions to ask, and how to best put the results to use.

A key step that is often missing from employee engagement efforts, Dustin says, is making managers accountable for initiating and implementing efforts to improve engagement based on survey results. "One of the things that we recommend is to make it a part of the manager's or supervisor's incentive plan," Dustin says. "That will get their attention and connect them to it so that you begin to see better outcomes."

The complete article appears in the May issue of "Customer Service Newsletter," along with information on developing effective work teams and new software, which tracks the emotional state of customers.

# # #

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."

Source:Sharon F. Benigson, Customer Service Group
Email:*** Email Verified
Phone:(973) 265-2300
Account Email Address Verified     Account Phone Number Verified     Disclaimer     Report Abuse

Like PRLog?
Click to Share