Are productivity and performance metrics drivers of success or drivers of madness? As you aim to empower your teams, and their actions are trending toward consistent higher levels of customer satisfaction, it’s a great time to reevaluate how your employees are being supported through reinforcement and modern learning.
Today, let’s discuss how your teams can become part of the Continuous Learning Curve.
Continuous Learning and Growth
As individuals progress, and are coached with results-oriented feedback, they tend to naturally evolve from practical application to a renewed sense of commitment. They can reform old habits and enhance their service capabilities. Since service and support is physically, mentally and emotionally demanding, it is vital to consider how you are addressing the need for a Continuous Learning Curve as a way of driving positive productivity. Just as the military puts new recruits through boot camp, service teams must prepare for the requirements of service at all times. Regularly scheduled reinforcement is best when it is built into a performance conversation.
- Top teams are nearly 3.5x more likely than underperformers to say their service agents are completely empowered to make customers happy. (Salesforce Research, 2015 State of Service, Insights on Customer Service Trends)
- High performing service teams are nearly 2x as likely to say customer service is 100 percent the responsibility of the entire company. (Salesforce Research, 2015 State of Service, Insights on Customer Service Trends)
Providing support to others is not an easy task. It has been, and continues to be, one of the toughest roles in any organization and, as touchpoints grow, it demands that employees and coaches grow their skill sets and that leaders are emboldened to handle the increasing pressures. After all, it’s never how much you know, it’s how well you can provide clarity to others that counts.