Customer service providers should strive to promote focus and real passion about what their employees are doing. Generally speaking, callers are only going to be willing to connect with the answering service experts holding the conversation on the other end of the line if they feel that same level of passion is in the person they're talking to.
Many factors can lead to customer service representatives—or employees in any corporate environment—becoming distanced from their work and losing the drive that can distinguish them from lackluster performers.
Asheville CIO Jonathan Feldman knows this, and in Information Week offered an alarmingly simple explanation for why some employees are more able to carry that spark into what they do than others. His assessment comes down to the simple fact that representatives should feel like they're being treated well, and that they will treat your company's customers better as a response.
The way he puts it, those who run a company can set an example to workers when it comes to feeling like a part of something, and that attitude will in turn make its way into customer conversations.
"We must take action as leaders to ensure that employees have the time, space and inclination to let their kindness show," he writes.
It makes a big difference when customers are approached by someone who feels invested in the outcome of a conversation, and a call center answering service that takes this as a reminder can work with a receptive company to help generate more appreciation for their brand among the public.