At the risk of stating the obvious, it’s hard to provide cheerful customer service if you’re working in a negative work environment. If CSRs have to develop a thick skin, a “whatever….” Attitude in order to deal with lack of communication, respect, tools, training, and decision-making authority; they will bring that thick skin, that “Whatever…” attitude to their customer interactions.

So what can you do? Here are four key take away points from an article I wrote titled:

Are You Really Serious About Improving Morale?

Remember That Goodies, Gimmicks, and Gala Events Are The Frosting, Not The Cake - They are no substitute for an intrinsically rewarding work experience. If fact, if you try to show appreciation and improve morale using that approach, you’ll most likely get an even more cynical, disenfranchised workforce.

Make Sure All Managers Understand “It’s the Little Things, and Every Little Thing Matters– This is something world class brand managers understand and every manager needs to. See the article for an explanation

Most of the Answers Are Within You and Your Workforce… So Ask – Rather than guess, rather than follow the latest management fad, ask your employees what you and they can do together to help them do their jobs more easily and effectively and what you and they can do to make it a more positive work environment.

Be Willing To Look In The Mirror – Especially If You’re At The Top - It’s natural to point the finger and wonder “What’s their problem?” when employees seem to be negative, complaining a lot, and just not doing their jobs well. Often, the real problem is the atmosphere of disrespect and lack of concern created by management, not out of maliciousness necessarily, but out of focus on the mechanics and financials of the business, and not the people side.

Also, one of the things I stress when working with managers is that “Power Brings Immunity From Feedback.. But Not Reality” – i.e. when you’re in a position of power, people are not as likely to tell you when you’ve crossed the line, when you have been rude, inconsiderate, or done something that affects how they feel about you. But…. They WILL act it out. Thus, it’s easy to think that rude, inconsiderate behavior has no consequences because we’re not getting the feedback indicating that. However… such behavior does have consequences in terms of reduced morale, diminished customer service quality, lower productivity, and higher turnover.

Therefore… if you’re willing to look in the mirror and perhaps getting some coaching on your style, that might end up making the biggest difference.

If you feel like you and/or company and/or boss does a good job at this, how about letting us know how?

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Coming soon... and interview with Kate Moon -- former owner of Walk About and now principal of Moon Consulting, who is one of the exemplars I use in my management training when talking about how to be the kind of boss that requires and supports outstanding customer service.

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