Business Intelligence Lowdown: When You Want CSRs To Care About Customers

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December 31, 2005

When You Want CSRs To Care About Customers

Smart companies know that people who care about who they are, what they do and what kind of contribution they are making; are the kind who deliver a quality level of service in an effortless manner, and require very little managing. However, such people form a very small percentage of employees. How can we increase the numbers of people who care? We can do this by creating an environment where people feel cared about, feel valued, and where their personal growth is encouraged and nourished. We tend to believe that we can deprive people of those basic human needs and then expect that they will care for customers. This is a flawed belief. For customers, all else being equal, they prefer to deal with someone they like and trust. They look for caring. Customers seek value, and there is a high emotional content to value. To give customers the experience of caring, create an environment where employees are treated well, and re-frame the notion of what it is that we are here to do. CRM Today reports:

Firstly, we define service as reactive, something that happens after something else goes wrong. There is a distinct possibility that there is a negative connection in the mind with the word service. And secondly, we don’t think of the delivery of that service as a career worth even mentioning to our kids. There is food for thought there.

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December 31, 2005 in CRM | Permalink