Hone your skills to provide better customer service on phone

If you’ve got the experience of calling some company’s helpline and talking to their representatives, you must be having an idea of the difference that the person on the other side of the telephone line can make. Some representatives are able to make a positive impression even before the actual conversation take place. Research shows that a good percentage of angry customers skipped the idea of getting rude and using foul language, just because the person who received the call sounds too polite and erudite. We can safely assume that a big majority of these customers must have skipped the idea of bad mouthing that particular business in front of their friends, as well.

On the contrary, some representatives take pleasure in poking fun at customers and making them feel sorry for even thinking about complaining or making an inquiry. Sometimes it can be due to insufficient training or little or no check over your CSR. Sometimes little things like advising them to call to another number or sending an email to some specific address can prove to be a big enough turnoff (ideally it should be the customer service representative who’ll forward their complains to the concerned department). At times the prospective customer calls a new business and upon hearing a somewhat discourteous greeting, the first thing that comes to his/her mind is “if hiring their services means hearing such displeasing response more often, then there’s no way I m getting into business with these fellows”.

Your customer service staff needs to be au fait with the main idea that they are there for customer’s service. What a “shocking revelation” Mr. writer, you must be thinking, but this obvious point is ignored by customer service staff quite often. CSR people are there to serve the customers, not for giving short answers to their questions and hanging up the phone instantly or take another call. However, it’s not always the customer service staff that makes this mistake, sometimes business owners are themselves the culprits, without even noticing it. If you are a small business and you don’t have the need or resources to hire specialized staff, you must hone your skills to give a better impression.

You don’t necessarily need to join some crash course of improving your telephonic conversation; some mock calls with your family members or friends can give you plenty of advice to work on. All you need is to ask them to comment on your voice quality, selection of words and convincing techniques.

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Job Satisfaction - How satisfied are your employees?

How satisfied are your employees with their jobs and the company? You should be asking this question to yourself, quite often. For the reason, that a worker who is not satisfied with his job would not only be looking for a new job, he/she will also be uninterested in performing at their full potential. What’s more? They’ll transfer this negativity into their fellow workers and you will be left with a workforce where majority of the workers is discontent with their jobs. You can well imagine the consequences.

On the other hand, an employee who is satisfied with his/her job will continuously strive to work hard so that he/she can retain the job. Job satisfaction is a product of many elements, some of the important ones are remuneration package, workforce environment, management style and the nature of the duties assigned.

Management Style:
The relationship between the manager and subordinates is a very critical one, if the managers or supervisors are disrespectful or unconcerned about their subordinate’s emotions; the job satisfaction level is always going to be low, no matter what the other instrumental factors are. Nobody likes discriminatory treatment, insulting remarks or overly authoritative behavior. Employees should feel at ease in the workplace, therefore the supervision should not unnecessarily violate the comfort level.

Workforce Environment and health issues:
Bad working conditions includes (but of course are not limited to) bad lighting, insufficient ventilation, hot temperatures or any other kind of health hazards. If the workers’ health is at risk, they can be anything but satisfied. These concerns should be solved on first priority basis without waiting for someone coming up with complains. In addition to the physical safety, working environment should also be able to provide mental peace. Issues like overly aggressive supervisors, bullish co-workers or impractical work targets can ruin the peace of mind.

A good salary package can nullify various minor issues:
Probably the most influential factor in job satisfaction is the remuneration one gets for his job, a reasonable pay will compensate for many hitches, for example work overload, overtime or even a stressful job. Job satisfaction is directly related to remuneration packages and dissatisfaction mostly come up when a worker feels that he is not being appropriately compensated for the work he is doing for the company.

Apart from these factors, there are some other weighty elements as well, for example job security, overall economic conditions, growth opportunities or work/life balance. If you are experiencing high turnover rate, workers taking excessive leaves or low productivity, then you must look into these factors.

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