Properly motivated and educated frontline employees provide better customer service
The cornerstone of any successful business is a great group of employees. The employees you hire will represent your company in dealings with potential and existing customers. The staff you have on the frontline will need to be properly motivated and educated in order to provide customers the top-notch service they deserve.
Your company needs a quality of hire report card for A+ results.
A recent study revealed that over 79 percent of the workers polled cited a lack of appreciation as their main motivation for quitting a job. Rather than losing high-quality employees due to a lack of engagement, you need to work on finding a way to both empower and motivate your team.
Read below to find out more about how to provide frontline employees with the motivation they need to succeed.
allow your frontline staff to provide feedback
Making strategic business decisions is something entrepreneurs are quite accustomed to. Before making these important decisions, getting feedback from your frontline staff is vital.
Often times, employees who deal with customers on a daily basis will have a unique insight regarding what type of marketing consumers react to. These employees will also be able to provide a business owner with information about common complaints they hear from consumers on a regular basis.
Not only will feedback from your frontline employees help you make strategic business decisions with ease, it can also help these employees feel like their opinion matters.
Providing employees with this type of intrinsic motivation can lead to increased efficiency and productivity levels.
rewarding the hard work a frontline employee does
Dealing with consumers on a daily basis can be challenging to say the least. As a business owner, your main goal should be rewarding the hard work your frontline employees do. If you see that an employee has gone above and beyond to solve a customer problem, letting this team member know their hard work is appreciated can be a great motivator.
If an employee feels like the job they do is not important, it is only a matter of time before they begin to start looking around for a new employment opportunity. Instituting an employee of the month award can help to keep team members motivated. Awarding the employee that wins this award with a free meal or even a coveted parking place is a good idea.
make communication easier for your team
When an employee faces a problem they don’t know how to deal with, they will need to reach out to a member of management for help. If the process of reaching a member of management is complicated or arduous, an employee may avoid it altogether.
Failing to get guidance during these difficult times can lead to an employee making lots of mistakes. This is why making communication easier for your employees is so important. Utilizing the power of technology like instant messaging and video chat software is a good idea. While it will take some time to learn and use these tools correctly, it is definitely worth the effort you invest.
Hiring the right employees is a key component of the success your business enjoys. Are you looking for new and innovative ways to find the top talent in your industry? If so, contact us now to find out more about our suite of talent assessments. Our main goal is to help our customers thrive by helping them identify best-fit talent.
Topics: Competencies and Culture, Employee Retention, Call Centers