how to engage and motivate your team on their return from their Christmas break
8. Systems and resources
How often have we heard the phrase “I’m sorry, the system won’t allow me to do that.”?
Do you have systems in place which make it cumbersome for your customers? Or which mean people having to reinvent the wheel every time they carry out similar tasks; putting extra pressure on them, particularly those which have a direct impact on the customer, so the customer doesn’t get a consistent level of service?
Or is there so much red tape and to-ing and fro-ing that slows everything down?
Do you have all the right equipment, tools, or even products?
It’s easy for us to become oblivious of how ineffective a system works or poor the equipment when we’re not using it every day. So test it frequently, and ask your team for their observations and any feedback they’ve had from customers. Very often the simplest of modifications is all that’s needed to make all the difference.
If you’d like more ideas here are 28 Activities to Engage, Energise and Excite your Team in Customer Service