​How Customer Service Impacts on Staff Wellbeing

If you care about your work, answering a call from a disgruntled customer can be disheartening. You can soon bounce back if:

• Such calls are an irregular occurrence
• You have been trained in customer service and have the confidence to resolve the issue
• There are clear policies in place to provide you with the tools needed to resolve the issue
• You know that you have the support of your manager
• The customer feedback can be used to inform positive change

What happens if Customer Service isn’t a Priority?
Without adequate training, resources or support your response is delivered on a whim. You say what you believe to be the right thing. If the problem escalates, the customer, and possibly your manager, blame you. It’s difficult not to take this personally.
Let’s imagine that the volume of customer complaints begins to mount up, there is no doubt that it impacts on your wellbeing. Before too long, your communication becomes defensive. You start to dread answering the phone and may avoid doing so. You can feel the emotional stress building and your positivity dwindling.
One morning, you simply haven’t the energy to face another day in the office. You ring in sick and start applying for another job.
With your notice handed in, your employer has to dedicate time and money to filling the vacancy. With no change in customer service policy, the cycle of hiring ‘incompetent employees’ continues.

A Fresh Approach to Customer Service
Fortunately, your new employer has a fresh approach to customer service. They offer regular training to all members of the team. They have robust systems in place that helps everyone to consistently deliver a high quality service. In team meetings, customer feedback and staff ideas are shared, reviewed and where appropriate, are acted on.
Over time, you regain your confidence when speaking on the telephone. In a bid to answer customer queries, you learn everything you can about the products, services and industry.
After a few months, you get the opportunity to talk directly to customers at an exhibition and love the experience. The feedback from colleagues and clients boosts your self-esteem. Going from strength to strength, you suggest new ways to enhance the customer experience. In this company, the cycle of hiring ‘driven and enthusiastic employees’ continues.

Customer Service doesn’t just Benefit the Customer
If customer service underpins your operations, the benefits are far reaching. In addition to reliably delivering to your customer’s expectations, it empowers your workforce and enhances their attitude to work.
If you would like to understand more about the role of customer service in employee wellbeing, I invite you to attend our event on Thursday 1 February in Aylesbury.

How to Create a Mentally Healthy Workplace and Boost Employee Motivation is designed for companies wanting a driven and enthusiastic workforce. If that’s you, click here for further information and to book a place.