t) Motivation

Franklin Delano Roosevelt once said, “When you get to the end of your rope, tie a knot and hang on.” It sounds like sage advice. However, many people working in customer support will point out that they have been doing that for quite a while. They wonder how much longer they can hang on.

Doing jobs once done by four other people or facing abusive and demanding customers on a daily basis does take a toll. In fact, when long time Jet Blue flight attendant, Steven Slater, had enough with an uncooperative traveler, he announced he quit over the loud speaker, grabbed a cold beer, opened the plane’s escape hatch and made a dramatic exit. Rather than allowing your direct reports to have a meltdown like Slater, here are some suggestions for managers and supervisors given the current economic crisis.

So what are those things?

1. Be visible. Walk the floors and be out there with your employees. Don’t hole up in your office doing paper work. Accessibility is critical. It will demonstrate solidarity, that you are one of them.
2. Connect with your team. Get to know your direct reports on a personal level. Inquire about their families, weekends or vacations. Share who you are. Don’t be afraid to tell them about your personal interests. The more they know you, the more they won’t want to disappoint.
3. Show your people you care. Applaud their extra efforts. Let them know what you like about what they are doing. Bring in doughnuts or pizza. Have campaigns with small prizes for performance. A free lunch and a public acknowledgement go a long way with even the most demoralized employee.
4. Ask for feedback. Find out what is or isn’t working about processes or procedures. Take the valid suggestions to senior management. Actively try to fix what is within your realm.
5. Provide training. One of the most annoying parts of anyone’s job is feeling insecure about how to do something or who to approach when there are issues. With the appropriate training, employees will feel confident that they can tackle any job. Find out what people feel would help them improve the way they do their jobs. Some training can be done through “lunch and learns” or e-learning, but others need to be hands on. The investment you make in your people will pay off tenfold.
6. Communicate often. Some bosses or managers say nothing about potential changes. By not talking about these impending changes, the rumor mill takes over. It is easier to accept reality than it is to fantasize about what might happen.
7. Be honest. Have integrity. Do not lie. When there are company changes, tell people what you can share and nothing more. Do not make promises you cannot keep or mislead people. People will appreciate your truthfulness.

Today’s work force feels unbelievable pressure. They are holding on by a thread. As managers and supervisors, you need to proactively support your team in any way that you can.

Ask your question and learn from the pros. Impact Communications is ready to offer suggestions and insights to help solve your communication issue. Plus visitors to our web site, some who are expert communicators, will offer their thoughts as well.

We’re interested in hearing from managers and supervisors. who oversee employees working in customer support, and how you have dealt with your employees have gotten to the end of their rope.

To add your comments click on the “Comment” link below the article title or add your comments in the “Your Comment” box below, if it is present. Any questions will be answered by Judy.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.

Now more than ever, managers and supervisors need to motivate their inside salespeople or their customer service representatives. Obviously, the more motivated people are the better sales and approval ratings will be. What managers and supervisors don’t often remember is that they personally may be responsible for a demoralized staff with their “off the cuff” comments. Here are some things anyone in a management position should never say.

1. Be lucky you have a job. Most inside sales people and customer service representatives are under a lot of pressure today. Customers are more demanding and their quotas are typically quite high. The last thing they need to hear is how lucky they are. What they would like to hear is “Thanks for your hard work. I know how difficult your job must be.”
2. You need to work harder. Your staff is already working hard, really hard. The issue is they may need to work smarter. Rather than criticizing, management should consider providing training to offer the team new approaches. Productivity and morale almost always spikes as a result of new learning or new insights.
3. Your voice should be friendlier. Sales people and CSR’s hear this all the time. It drives them nuts since they have no idea what to do about it. To their way of thinking, their voice is their voice. Managers and supervisors need to sit elbow to elbow with those who work over the phone on a regular basis and listen to recordings of calls and have people practice adding more warmth by pausing and breathing at appropriate times. One’s voice is their calling card, and it will affect their success, but it is the responsibility of the manager to show them how through coaching.
4. You’re spending too much time on each call. Customers want to feel heard. They like it when the sales person or CSR spends time answering all of their questions or getting to know them on personal level. Your reps know this and wish you would acknowledge their efforts at building a relationship, not just handling a transaction. The few additional seconds spent with each caller is an investment in future customer loyalty.
5. Deal with It! Today’s customers are very assertive about requesting free delivery, fee waivers or discounts. Sales people and CSR’s are often frustrated because they don’t know how to handle these and other situations when they arise. They don’t know how much latitude they have and constantly having to check with you lengthens the call and annoys the customer. The “What if’s” need to be discussed at staff meetings.

Managers and supervisor play a pivotal role in motivating staff. The most successful are those that spend time on the floor coaching their staff on an on-going basis. They are very affirming and recognize the stresses of the job. They weigh their words very carefully.

Impact Communications, Inc. consults with individuals and businesses to improve their presentation and telephone communication skills. It is not what you know but how you communicate it that makes a difference. When you have to have impact, phone (847) 438-4480 or visit our web site, www.ImpactCommunicationsInc.com.