Research suggests that staff who have fun at work, believe that they also provide more effective customer service. So, how can we make customer service more fun?
1. Offer staff training on how to make customer service fun – Research shows that customer service staff can be taught strategies to help them have fun at work. This involves finding ways to be themselves with customers, in order to create genuine, meaningful interactions. Strategies include mirroring back body language; smiling to create rapport; engaging with customers using a similar kind of energy. In the first instance, if customers are happy, be jovial back; short of time, be polite and efficient and so on.
2. Take staff wellbeing seriously – Workplace wellness initiatives often generate opportunities for staff to have fun and feel valued. Team challenges provide an opportunity for a bit of friendly competitiveness; visits from an expert to check workstation set-up or other occupational issues provide opportunities for staff to share concerns about any pain and discomfort; and healthy food programs, can help staff to feel that someone cares. People tend to have more fun in environments where they feel cared for.
3. Communicate well and listen to staff concerns - Keep communication open, taking the time to explain any workplace changes. Be available to talk to staff and take seriously any concerns. Employees need to feel free to share both work and non work concerns, that may impact on work. Healthy, open communication helps to generate an atmosphere of trust – an important condition for generating fun and satisfaction at work.
4. Affirm and reward staff – Everyone likes to feel valued and appreciated for their contribution. Simple, specific praise goes a long way. Rewards can include simple thank-you, cards, certificates, prizes, special discounts and bonuses. Sometimes a company may not have a great deal of discretionary spending. However, if a manager knows their staff, they will know the kinds of rewards that will help that person feel special.
5. Provide opportunities for informal and planned fun events – research shows that opportunities for friendship at work are highly valued by many workers. For customer service staff, it can be useful to have collegial time together, away from the public. In this way they can let off some steam and create important friendly connections. These connections will help them to feel supported and equip them to better handle busy and potentially stressful periods at work.
6. Reduce unnecessary stress – When we feel stressed it is hard to have much fun. The five strategies above can help to reduce unnecessary stress for employees. Other strategies include providing appropriate breaks, product training, dealing with high work-load issues, providing training on stress management, giving workers some control over their work-space and allowing opportunities for debriefing after difficult customer service interactions.
These six strategies will help to make customer service fun for your staff and increase job satisfaction. This in turn should lead to better customer service. So go to it, start promoting some fun at work today!
For more articles on fun at work go to www.joyworkz.com
Dr Kathryn Owler is the Director of The Joyworkz.com Center for Fun and Wellness at Work. She is also an Associate Researcher at AUT University, Business School, where she researches and publishes on workplace wellness and fun at work. See http://www.joyworkz.com
Dr Kathryn Owler is the Director of The http://Joyworkz.com Center for Fun and Wellness at Work. She is also an Associate Researcher at AUT University, Business School, where she researches and publishes on workplace wellness and fun at work. See http://www.joyworkz.com
Article Source: http://www.abcarticledirectory.com
Dr Kathryn Owler is the Director of The Joyworkz.com Center for Fun and Wellness at Work. She is also an Associate Researcher at AUT University, Business School, where she researches and publishes on workplace wellness and fun at work. See www.joyworkz.com
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