There’s much that managers can do to alleviate stress in the workplace — Service expert Genella MacIntyre recommends that managers help their teams by monitoring stress levels, providing back up, offering praise, and setting up a quiet room. These resources provide additional insights:
Train your reps to handle customers online and via social media — Online service skills are a growing necessity for reps in today’s digital communication age. Managers need to make sure their reps are prepared. Here are some resources:
Create a culture of appreciation — A culture of appreciation can boost positive relationships between coworkers and increase engagement and productivity, says Dr. Paul White in this month’s issue of Customer Communicator. Here are additional resources:
Are your reps prepared to respond to complaints about coworkers? — Customer complaints about coworkers happen more often than one might think, and it pays to build a service culture that knows how to deal with those issues. This month’s issue of Customer Communicator and these resources will help.
Support your reps’ trust-building efforts. — When there’s a high-level of trust in the service center, people communicate well, work well together, and strive to meet common goals. Without trust, guarded communication, speculation, and disengagement can get in the way of productivity and serving customers. These resources can help:
The introduction to Nan S. Russell’s book — Trust, Inc.