Customer Service Motivation Strategies

Motivation is crucial for any workforce, especially in customer service
Ideal motivation in customer service originates from management
Methods to boost customer service provider passion include:
- Recognition programs
- Suggestion rewards
- Daily encouragement
Some organizations use unique strategies like humor to motivate employees.
Other companies offer perks like snack days, casual dress days, and opportunities to participate in company activities (softball, concerts, etc.)

Needs are basic requirements (e.g., air, food)
Learned needs can also motivate people (e.g., certain foods, or activities)
These learned needs are called secondary needs
Both primary and secondary needs are essential to motivation.
Wants are desired things or experiences
Wants have little to do with needs, but may display or reflect a desire for success to others.
Employees' needs are often misjudged by management
Offering things like better tools (laptops) might not be the best motivation, as better recognition or flexible hours could be more motivating.

Studies show extensive research on understanding what motivates adults
There are common factors that can motivate adults, which include some general aspects about workplace needs

Individual Factors: Work-life balance, respect, financial security
Organizational Factors: Leadership, rewards, recognition, development opportunities, creativity opportunities, job security, management encouragement
Environmental Factors: Work environment, challenging work, emotional support, culture, norms, customs

UAE Employees:
- Work-life balance is highly valued (75%)
- Organizational support is important (60%)
- Recognition of work and achievements is important (47%)
- Training and development opportunities are important (45%)
- Career advancement opportunities are important (42%)
- Participating in decision-making is valued (40%)
- Being able to set and reach goals is also valued (31%)
- Personal fulfillment and opportunities for long-term career growth are important (39%,39%)
- Colleagues and work environments are also contributing factors for motivating employees (37%, 31%)
- The nature of daily responsibilities are also contributors (31%)

Many adults are not motivated by all factors.
Understanding individual motivators is essential for effectiveness
Employers need to recognize that people need to feel good in their job and situation
Focus on other motivators to enhance workplace morale like improving pay rates

High morale- Results when employees are content with their work and secure in their jobs, which can lead to increased productivity and appropriate job participation. High morale also leads to loyalty to the organization
High morale comes from supportive management, unified work environment, and success in individual, department, or corporate performance
Low morale- When employees and potentially managers are feeling negative about their work and the organization. Low morale can lead to absenteeism, unprofessional behavior, high turnover. Low morale can be impacted by poor management, dissatisfaction with the workplace, uncertain future, rumored layoffs, excessive work, and less desirable salary increases
Factors like poor management, uncertainty about the company's future, and excessive work often contribute to low morale.

Self-concept is the way a person views themselves and how they believe others see them.
Self-concept is linked to motivation and productivity in groups
Strong self-concept individuals view their skills positively and don't rely on others' affirmations
Customer service providers need to develop a strong self-concept as this helps keep customer interactions in perspective

Mind: See yourself as successful, reward successes, learn something new, practice positive self-talk, break tasks down into steps, spend time with positive people
Body: Eat well, get enough sleep, exercise

Customer service is often a thankless job.
Employees need internal motivation even if they do not get rewards from management
The ability to review a situation and get motivated by oneself is essential to excel in customer service

Employees prefer working in teams, which improves efficiency in completing projects
Teamwork leads to improved work quality, lower stress, better attitudes, higher profitability, and increased productivity (per a survey conducted for Dale Carnegie & Associates)