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

Summary

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

Introduction

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

Analysis

  • 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

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