Over the years there have been many studies and white papers that look at the difference in the performance and attitude of motivated and non-motivated staff. Happy people give great service and therefore it makes sense to take time and effort to invest in the people that are responsible. People that feel valued and appreciated at work are more likely to give a great customer experience so if you want to improve customer service start by looking at moral and wellbeing.
This may appear to be an easy thing to do, but in reality it can be difficult and challenging. Here is a summary of my top tips for creating high performing support teams:
1. Vision and Mission
For people to be successful in their roles they need to understand what is expected of them and how their work supports the organization. Provide a clear sense of direction by creating a strong team vision and mission statement and implementing a code of conduct. These must be implemented in reality.
2. Professional Development
Professional development is a great motivator. Staff given continuous evaluation and training can deliver a higher level of customer service. A good development plan will contain a mix of formal qualifications, coaching and mentoring and job shadowing opportunities. However, training is not a one-off activity, staff need to be given the time and opportunity to absorb what they have learned.
3. Focus on Employee Satisfaction
Measuring employee satisfaction and engagement will enable you to understand issues within the team and act on them before they impact performance. It is imperative that the data is handled sensitively and confidentially. Positive action taken in a timely way will develop trust, demonstrate that leadership are listening, and build engagement with future surveys. High satisfaction and engagement levels will reduce staff turnover and cost. Remember, you cannot manage what you cannot measure.
4. Celebrate Success
It is the role of management and leadership to celebrate success. Celebrating and rewarding success will help the team to consistently strive to achieve common goals and is a great way to reinforce motivation. Always be very clear about what has gone well, be specific about who, what and when and think about what accomplishments at an organizational, team and individual level should be celebrated.
5. Use Customer Feedback
There are many insights to be gained from asking customers for their feedback. Acknowledgement from customers is one of the most powerful motivators for staff working in support as it shows them that customers value and appreciate what they do. Customer feedback can also be used to empower employees. Giving teams and individuals the ability to achieve successful outcomes for unhappy customers is a great morale booster.
6. Create a team culture
A team is not just a group of people that work together, but that respect, trust and care about each other. To create a successful team culture, employees should be given the time and space to meet regularly. Targets and KPIs should be team focused and cross collaboration should be actively encouraged. Social activities outside of work are great but ensure that these are inclusive of everyone.
If you are serious about wanting to create an empowered and high performing workforce, treat staff well, listen to what they have to say, be helpful, and give them room to develop. Employees who are paid well, challenged, and appreciated, will deliver an amazing customer experience.
The creation of high performing teams can be challenging. Yet, setting resources aside and making a proactive effort to reward and recognize teams will result in a hardworking, enthusiastic, and positive workforce.
To read Sally Bogg’s white paper Happy people give great service, please sign up for My AXELOS.
Read Sally Bogg's previous blog post for AXELOS, A new approach to implementing ITSM.