Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXI, Issue 11

Date: November 1, 2010 - What Motivates Your Employees?

According to the 2009 Ascent Group study:

What Motivates Front-line Employees?

As you can see, Praise leads the list.  Design your programs such that staff and supervisors—actually the whole department—works towards the same goals and are appropriately recognized.  The more specific the praise, the bigger contribution you make to the employee.  It’s your call whether it needs to be one on one or before peers.  But it’s imperative to the success of everyone.

While this isn’t anything new to us—Acknowledgement is the very first module in our customer service skills training—it is important to remind ourselves what makes a different and utilize it often.

A Harvard Business School study actually found that for every 1% increase in staff loyalty, there is a 1/2% increase in customer loyalty.

The better you take care of your employees, the better care they take of your customers.

 We love to hear from you. Please email me rosanne@human-technologies.com  your comments, feedback, questions, your own experiences, or topics you’d like to see covered in future newsletters.
 

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