You have a few highly motivated customer service reps, the others are okay.
Now there’s a resource to help you motivate everyone so your department runs like clockwork and your organization has a real competitive edge ... Motivating Customer Service Employees.
This is the manager’s hands-on guide to improving morale, motivation and productivity in the customer service department, call center or helpdesk.
Whether you are looking for simple, inexpensive programs to use right away, or comprehensive, long-range plans, you’ll find them in Motivating Customer Service Employees.
You’ll learn how to hire the right people — you can never motivate the wrong people.
You’ll learn how to make the frontline job more interesting, challenging and rewarding. There are dozens and dozens of ideas from service leaders.
You’ll learn how empowerment programs, team approaches and certification programs can improve motivation and whether or not they’re right for your company.
You’ll learn the pros and cons of motivating with money, recognition programs, contests and just good old-fashioned fun.
You’ll learn from 16 mini-case studies on motivating with money and recognition, 5 case studies on teams in action, 11 fun activities, 8 programs for managing stress and more.
Throughout the guide, you’ll find specific tips, advice, checklists and case studies based on real-world experiences including:
The 45 "most wanted" characteristics to look for when interviewing a rep
An empowerment quiz to find out if your department is ready for the responsibility
A model pay-for-performance incentive plan
A coaching versus supervising checklist
16 key topics that should be covered in every ongoing training program
8 mini-case studies of how others recognize their reps
11 simple ways to add fun and variety to the workplace
Just look at this table of contents. Motivating Customer Service Employees is a realistic, practical workbook that will work for you.
About the Author
Motivating Customer Service Employees was written by Leslie Hansen Harps. As editorial director of The Customer Service Group for over 20 years, she has helped hundreds of customer service managers train and motivate their frontline reps.
