Motivate Customer Service Reps to Look Past Numbers

February 27, 2013  |  Posted by in Customer Service
 

There are quite a few reasons why customers continue to do business with a company, but one of the main motivations is because they like interacting with a business. Sometimes professionals are able to create a quality customer service program and focus on developing individual stories with each person who comes in contact with the brand. Other times, sales representatives are stuck seeing clients only as a number and not realizing their true worth to the company. In the latter case, companies need to utilize stronger sales and customer service training programs to properly develop that area of the organization.

Improving the Customer Service Department
The key to a strong customer relations department is harvesting and retaining true talent, says Business 2 Community. There is often a large turnover rate in this sector of companies, but it's not a good sales move or internal company procedure to have a constant flow of incoming and outgoing representatives. Maintaining a quality program with dedicated employees who know what they are doing and are passionate about communication with the business' clients will be incredibly beneficial in the long run.

Lasting Effects of Good Service
Retaining quality representatives means communicating their worth and motivating them to take the lead in terms of customer approaches. A team that is dedicated to the company and providing clients with the best possible care will realize that people they contact are more than just a number – they are important to the business' growth.

In other words, they will be able to focus on the customer retention and aiding revenue growth initiatives. The Harvard Business Review recently pointed out that successful marketing tactics look past clients' statistics and see them as real people. This could be helpful for sales and customer service representatives as well. As opposed to focusing heavily on data and distancing the company from its customers, representatives should be bridging the gap and developing personal relationships.

Developing a Stronger Community
There is more than meets the eye with purchasing trends data and contact information. Instead of pushing more promotional content at people and trying to force sales, companies can benefit from stepping back and listening to clients. A truly skilled customer service rep will be able to engage people on this level, thus allowing the company to see the bigger picture and develop a strong community around its brand.

 
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