National Customer Service Week 2018 - Day Five - RECOGNITION
Customer Service: Recognition
The desire to feel special and be recognised when we believe we have achieved something, particularly when we’ve helped others, is natural to human beings. People want to know that they matter to others and we all want to feel important and appreciated.
‘CSN supporting the Institute of Customer Service in raising
awareness of the importance of delivering consistent,
quality customer service, to remain competitive’
This point is heightened for front-line employees within a Customer Service role, given that at least part of their daily/weekly role, will at times, undoubtedly involve bearing the brunt of discontent from complaining customers – motivation to cope with these low-points, must surely be driven by hoping the positives and recognition for doing a good job, may just be round the corner.
As such, whilst employee recognition is one important factor that affects employee engagement within an organisation and arguably it is THE most important factor for customer service professionals.
In a recent survey of nearly 1,000 employees from large businesses, O.C Tanner (large US based HR Recruitment company) found a strong connection between recognition and job satisfaction:
7 out of 10 employees who received appreciation for their good work said they're happy with their jobs. But among employees who hadn't received recognition, just 4 in 10 say they're satisfied at work.
So employees being recognised in their jobs seems to increase job satisfaction. What other benefits does it bring about?
In another O.C. Tanner study employee feedback showed that recognition and acknowledgment helps foster loyalty. Among employees who said their company had robust recognition practices:
87 percent felt "a strong relationship with their direct manager,". As for the employees whose companies lacked good employee recognition, only 51 percent said they had a strong relationship with their boss.
Another key benefit with undertaking employee recognition, revolves around HOW it is delivered:
Many employee studies over the years have generated employee feedback that seems to suggest that just by publicly presenting some employees with a 'years of service' award, managers could increase all employees' sense that the organisation cared about them
However, what is clear to our team at CSN during our 20+ years of supporting organisations with improving Employee Engagement is that nothing can be taken for granted just because some form of Employee Recognition process is in place….people are different….organisations are different.
Is the recognition enough? Are the ‘rewards’ and incentives what the employees actually want? Does the recognition process happen often enough?
One way to answer these questions is by undertaking independent Employee Engagement surveys to find out from ‘the horses mouth’.
CSN has been successfully supporting organisations to deliver Customer Service Excellence for over 20 years, working with SMEs through to large multi-nationals such as; Johnson & Johnson, McCain's Foods, Royal Caribbean, Gatwick Airport etc.
We take great pride in gathering insight from our own customers and maintaining the consistently high levels of positive feedback from our own customers.
For more information on the solutions that we provide for companies like yours, including numerous customer testimonials to reassure you that we really are the UK’s leading support organisation for companies aiming to deliver Customer Service Excellence, head to www.customernet.com now and we’ll be delighted to discuss any help you may need.