In observance of Customer Service Week this week, it's important to recognize and reward those people who make such a difference (mainly positive, we hope) to the customers they serve. Before acknowledging any and all customer service agents or other employees who serve customers so dutifully, please consider the following:Let's face it: being a customer service agent can be as grueling as it can be rewarding. For every customer an agent delights or deliver a WOW moment for, there are 10X (insert your figure here) or more customers that call in or connect via email, chat, mobile, social, etc. that are hopping mad and come into the discussion with fire in their eyes. These customers are already in a bad mood and it represents an uphill battle for an agent to resolve their inquiry, much less enchant them.
Some customers get downright nasty and verbally abusive. Even for thick-skinned agents, regular doses of mistreatment can take their toll. Depending on the size of the contact center staff and the volume of customer inquiries they field, the number of mean-spirited calls an agent fields each day can really pile up.
So while it's important to recognize and reward agents who truly go above and beyond for customers, don't forget to acknowledge all agents in the contact center. While every contact center has its standout agents, remember that every agent makes a difference in the organization's performance while playing a vital role as to how your company is perceived in the market.
As we all know, customer service agents aren't highly compensated relative to other professions. Yet agents play a crucial role in the customer-company relationship, often representing the first human interaction a customer will have with someone in the organization. Demonstrating an appreciation for everything that agents do - and put up with -- is a step toward boosting agent morale, strengthening employee engagement, and creating more satisfied customers. It's also a way of validating to agents that their contributions matter.
Reminder: Please check back on Wednesday at 7 p.m. EDT when we announce the winners of our 2013 1to1 Media Customer Champions awards.