Happy Call Center Agents Equals Happy Customers
How do your employees feel when they come to work? Are they excited for a new day of helping people get what they need? Are they more laid back about their approach, seemingly impartial? Or does coming to work fill them with anxiety and stress?
The obvious desire for any business operator is for your employees to enjoy coming to work, but this isn’t always the case. So what causes them to slip into a state of disconnect, or worse yet, depression and anger? In most cases it’s the social climate of the workplace.
Coming Down on the Little Guy
Employees typically get along with coworkers who are of the same job level and status that they are. It’s when there’s an upsetting supervisor or any individual in a higher position that things usually start to go sour. While great management and responsible workplace behavior will often keep the proverbial ship sailing smoothly; a selfish, hypocritical, power hungry, or downright tyrannical person in management can ruin a healthy workplace atmosphere, and customer service will suffer across the board as a result.
The relationship between a workplace superior and the customer service agents they’re responsible for is a little bit like a parent and child relationship. When a parent is abusive to a child, the child will often bottle up that emotion and end up letting it fester, or unleashing it on somebody else. You might wonder why a disgruntled employee wouldn’t just go higher up to get the problem taken care of, but many times in their own mind, such action will only make the person managing them angrier, and that will make that manager come after them. In the end, the employee usually keeps quiet out of fear for their job and to protect themselves as best they can.
The Toxic Trickle Effect
When a customer service employee feels belittled, resented, or threatened, they’ll usually become one of two things – depressed or angry. So what happens to these bottled emotions? They seep out, and in many cases, onto the customers that frequent your business.
You see, if an individual feels they can’t go “higher up” to get a problem fixed, they most often suppress their feelings in a way that makes them toxic to others. Consider a child who’s bullied by a parent, and they in turn go to school and bully other children. They don’t feel they can speak out to the parent, or else they’ll simply get more punishment. So what do they do? They dish it out to other people who aren’t responsible.
How to Avoid it All
First, live by an example. Your customer service employees pay attention to you, and taking an empathetic standpoint that portrays maturity and understanding will serve you well, as you’ll appear to them as somebody who has their best interests at heart and who won’t let them be abused by another employee.
Second, keep your management in check. Some people suck up to the boss, and then tear down their subordinates. Be mindful of such behavior, and stress how such mannerisms are unacceptable by any member of the workforce. Harmonious employees feel safe at work, and while they may have days that they feel a bit disconnected, they at least won’t feel depressed or angry. Always remember that happy customer service employees will bring about happy customers. Do your part to ensure that your workforce is happy, remove any problems that can cause social strain, then watch your clients return again and again.