The Secret of Customer Service Motivation

By Jeff Mowatt

Over my 17 years of providing customer service training and presentations for clients, I've noticed a bizarre phenomenon when it comes to motivation. When employees are tired or stressed they don't feel like giving great customer service, so they subconsciously give themselves permission to back-off. Unfortunately, when employees smile less and become less helpful, customers pick-up on the negatives and they in turn becomes less pleasant. Employees are then dealing with crankier customers and their motivation backslides even more. The good news is there is an easy way to break this vicious cycle of poor service leading to worse. It's simply this: The more you give great service, the more you feel like giving great service.

Let's face it, in the real world there are going to be times when you're tired and stressed at work. That's why you get paid--it's part of being a grown-up. The "secret" that exceptional service providers have discovered is when you give great service despite how you feel physically or emotionally, customers generally respond positively, and become more pleasant to deal with. And you begin to feel better. Motivation begins with actions--not feelings.

This article is based on the bestselling book, Becoming a Service Icon in 90 Minutes a Month by customer service strategist and certified professional speaker Jeff Mowatt. To obtain a copy of the book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com or call toll free 1.800.JMowatt (566.9288).