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Preventing Customer Service Burnout 9 Ways to Motivate Your Reps Presented by Myra Golden MyraGolden.Com

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What Matters Most to CSRs? <ul><li>Good wages </li></ul><ul><li>Job security </li></ul><ul><li>Promotion and growth within the company </li></ul><ul><li>Good working conditions </li></ul><ul><li>Work that keeps you interested </li></ul>

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What Matters Most to CSRs? <ul><li>Personal loyalty to employees </li></ul><ul><li>Tactful disciplining </li></ul><ul><li>Appreciation of work done </li></ul><ul><li>Sympathetic help on personal problems </li></ul><ul><li>Feeling “in” on things </li></ul><ul><li>Source: US Chamber of Commerce </li></ul>

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4 Dimensions of Employee Engagement = Engaged Employee How can we grow? Do I belong? What do I give? What do I get?

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95% of people consider a cash bonus a positive and meaningful incentive. But, employees simply use the money to pay bills and quickly forget the reward.

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10 Stress Inducers <ul><li>Little or no control over working conditions </li></ul><ul><li>Repetitive tasks – 80% or more of their time on the phones </li></ul><ul><li>Difficult customers </li></ul><ul><li>Being treated like a juvenile </li></ul><ul><li>Poor leadership/management </li></ul>

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10 Stress Inducers <ul><li>Not knowing what’s expected </li></ul><ul><li>Extremely heavy call/email volume </li></ul><ul><li>Pressure to move quickly through contacts </li></ul><ul><li>Lack of trust, openness, respect </li></ul><ul><li>Lack of necessary tools, resources, or knowledge to do the job </li></ul>

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Early Warning Detection of Morale Problems <ul><li>Significant increase in wait and/or abandon times. </li></ul><ul><li>Staff tardiness/absenteeism rates increases. </li></ul><ul><li>Increase in escalated calls to supervisors. </li></ul>

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Early Warning Detection of Morale Problems <ul><li>Increase in average talk times. </li></ul><ul><li>Increase in idle times. </li></ul><ul><li>Changes in soft measures. </li></ul>

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About Burnout <ul><li>Burnout is different from stress </li></ul><ul><li>A burned out employee’s job motivation has been destroyed. </li></ul><ul><li>They no longer understand how they fit into organization. </li></ul><ul><li>They feel overwhelmed and powerless </li></ul>

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Recognizing Burnout…Early Stages <ul><li>Irritability </li></ul><ul><li>Balk at routine tasks </li></ul><ul><li>Procrastinate </li></ul><ul><li>Miss deadlines </li></ul><ul><li>Tardy, longer lunches, call in sick </li></ul><ul><li>As symptoms become more severe, can lead to serious depression </li></ul>

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Minimizing Burnout <ul><li>Take action immediately </li></ul><ul><li>Showing the employee you are concerned goes a long way </li></ul><ul><li>Make the first move </li></ul><ul><li>Offer concrete solutions to help employee improve situation (paid or unpaid leave, etc.) </li></ul>

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Minimizing Burnout <ul><li>Make the employee feel apart of the team. Many times, employees on the edge of burnout isolate themselves </li></ul><ul><li>Offer EAP programs </li></ul><ul><li>Maintain dialogue </li></ul>

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9 ideas to help you Inspire & Motivate Your Reps

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idea 1: call your employee just to thank her

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Send an email acknowledgement. Idea 2

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Provide an extra break . Idea 3

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<ul><li>A Strong Case for Apologizing to Angry Customers </li></ul>Delegate Idea 4

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Write a thank you note by hand idea 5:

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When pay checks go out, write a note on the envelope recognizing an accomplishment. idea 6:

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Provide a 2-hour idea 7

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Send birthday cards to your employee’s homes idea 8:

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Walk up and tell your employees how awesome they are idea 9

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Q & A <ul><li>Email me – [email_address] for answers to additional questions not answered today </li></ul><ul><li>A copy of this slide presentation </li></ul><ul><li>Blog: www.MyraGolden.wordpress.com </li></ul><ul><li>Twitter: www.twitter.com/myragolden </li></ul><ul><li>Web: www.MyraGolden.com </li></ul>