Helping Employees Pay Better Attention

Customer service should be priority number one for customer service employee, but as we have learned, actions speak louder than words. Employees often need help to pay careful attention to each customer.

Below is a summary of the solutions:

• Develop work processes and procedures that discourage employees from trying to complete more than one task at a time.
• Create automatic reminders that capture employees' attention at the right moment such as a pop-up screen that reminds an employee to return a customer's call.
• Establish and reinforce clear customer service priorities so that employees know where to focus their attention.
• Reduce the number of task customer service employees are expected to complete, so that they can devote more attention to serving customers.
• Help employees put customers first by maintaining an expectation that they proactively greet anyone who is in their vicinity.
• Train employees to use active listening skills when serving customers.
• Provide appropriate staffing levels so employees aren't tempted to compromise service quality in an effort to serve more people.