Recruitment is one of the most important elements for growing your business. Finding individuals who have the best potential to a a good customer service representative is necessary. They are like the face of your company because they interact with customers the most. O course, there is no guarantee that they will stay great with their performance. Sometimes, they may have their own momentary blip. However, choosing the right candidates from the beginning at least they have more potential to keep growing.
Why your customer service employees fall short
Even through careful hiring, there is always possibility for your customer service employees to blip due to various reasons. It can be because of momentary distraction or they develop pattern of shrinking not growing. And here are the most common reasons of why they fall short:
The fear of being scolded for doing wrong thing. You want to make sure that you do good to ensure the customer’s happiness. On the other hand, you are afraid that you make mistakes and being reprimanded by your boss. Hence, it is important for you as employer to make your customer service employees understand that they will always be supported as long as they put their best intention in their customer’s interest. Appreciate their little achievements as well to make them feel more appreciated.
Your customer service employees are the front-liners of your company. However, it is easy for them to feel the management is not interested in their contributions. It is understandable to think this way. That’s why it is important that you embrace and systematically harvest the ideas of employees at all levels including the front-liners. Their innovation and improvement are essentials for your growing business.
There is also possibility that the reason of your customer service employees falling short is the lack of recent, good customer service training. Keep in mind that training is good for customer service employees to understand every scenario they may have during their encounter with different customers. Hence, it is time for you to reach out reputable, credible practitioners and firms in customer service training.
Understaffed, poor system, and overworked can be the reason why your customers service employee’s performance falling short recently. If this is what happens, you need to start reevaluating your system and management. Discuss with your HR department to find the best solution to avoid or deal with the issue of overworking your employees and adopt more efficient management that supports optimal workforce.
Personal issues can be the trigger of your employees’ downfall with their performance. However, applying the rule personal struggle has nothing to do with work is too hard to do. Therefore, it is important to see your employees as a whole person and not just as the position. They are human beings and experiencing personal struggles is not uncommon. Instead of judging and reprimanding them, sit down and talk with them. Offer support you can give without being nosy with their personal matters.