How Does the Motivational Level of Employees Affect Customer Service & Satisfaction?

by Lisa McQuerrey

High-quality customer service practices can give businesses a strategic edge over the competition. Motivated employees who understand their jobs and feel a high degree of professional satisfaction are more likely to provide high service levels than those who are unmotivated and indifferent about their jobs.

Job Knowledge

Employees who understand the expectations of their employers and are motivated to perform their job functions well have a positive impact on customers. These staffers are typically knowledgeable about the company’s products, services, goals and objectives, and can communicate value to the customer. Employees who are motivated to be effective company representatives take time to ensure customer satisfaction at all levels by listening, providing information and advice and solving problems. This can help a company attract and retain a customer base.

Customer Service Training

The more employees know about the way a company operates and what its service expectation are, the more motivated they are to perform their job functions well. Employees who are trained on corporate policy and best practices in customer service and satisfaction have the tools to carry out the company’s mission with customers. Ongoing training introduces staffers to new theories and ideas to ensure the company continually stays abreast of innovative customer satisfaction techniques and approaches. Staffers with marginal knowledge of customer service techniques are not likely to be motivated to provide anything beyond basic service levels.

Sense of Appreciation

Employees are more motivated to do their jobs well and provide high service levels when they feel appreciated by their employers. Companies that recognize and reward staffers for their efforts are likely to cultivate loyal employees who are motivated to help the company be a success. Staffers who feel invested in the company -- through bonuses, profit sharing initiatives or recognition programs -- have the incentive to consistently provide service levels that keep customers satisfied.

Ongoing Feedback

Providing ongoing feedback and constructive performance critiques can motivate employees to excel in providing high service levels. This can be achieved by conducting regular performance evaluations with customer service representatives and encouraging open communication about service expectations. Let staffers know how they can best interact with customers. Employees who are empowered to act on behalf of the company in making customer service decisions are often motivated to work with customers to create positive outcomes that reflect positively on the organization.

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