Gartner Research

How to Get Your Customer Service Employees to Care About the Customer

Published: 06 April 2015

ID: G00274852

Analyst(s): Olive Huang , Helen Poitevin , Matthew Cain


High levels of employee engagement contribute to higher levels of customer satisfaction. Customer service organizations need to implement the right people, and organizational and technology strategies to motivate their customer service employees to perform at their highest level.

Table Of Contents
  • Key Challenges


  • Some or Many of Your Customer Service Employees Don't Care About the Customer
  • Should Your Customer Service Employees Care About the Customer?


  • Create and Communicate a Compelling Customer Experience Vision
  • Recruit the Right People
  • Work With HR to Link Employee Engagement Scores to Key Business Metrics
  • Design Measures to Improve Employee Engagement Following Gartner's Brain Works Model
    • 1. Reputation
    • 2. Choice
    • 3. Mastery
    • 4. Relationships
    • 5. Equity

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.