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Service Management

The correlation between service excellence and employee engagement

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Creating a great service experience is all about having engaged and motivated employees. The concept of engagement is often viewed as something intangible and hard to understand, as it is tied to emotions and feelings. Nonetheless, engagement is strongly tied to employee productivity, and performance therefore making the impact of disengagement tangible in terms of service performance.  To deliver service excellence, you need to keep your workforce satisfied, engaged and happy. If you succeed in doing that, then your efforts will transmit into customer satisfaction.

Various studies have confirmed the direct correlation between engagement and decrease in absenteeism, accidents, turnover and increase in customer service, productivity and eventually profit.

To secure high employee engagement and service excellence you should at least consider following factors:

Understand your levels of employee engagement and customer satisfaction

Annual employee engagement surveys combined with frequent individual employee evaluation meetings are recommended to keep track of current states of employee engagement and what it takes to improve the engagement levels in the future. To understand the link between service employee engagement and service excellence it is recommended to frequently match the employee and customer data through regression and factor analysis.

Focus on employee engagement and service excellence must be adopted at all organisational levels

Companies need to adopt a focused organisational approach to improve employee engagement and service excellence. From high-level measures such as the formation of an engagement board through to company-wide awareness training and employee involvement programmes.

To realise the full benefits, employee engagement and service excellence needs to be taken seriously at all levels – even as far as incorporating engagement and customer satisfaction dimensions into the employee bonus scheme.

Help employees to understand the customer and their needs

Employees need to fully understand their tasks and show confidence in carrying them out. This may seem obvious; however, employees often lack a clear understanding of what is expected from them.

It is therefore key, supervisors collaborate with the employees to uncover the customer needs, desired outcomes and together plan actions that can enhance service excellence and customer satisfaction levels.

For the employee the goal is to feel empowered when carrying out the responsibilities and aware of where he/she can make positive impact on the customer.

Employee training: an important component of employee engagement 

Employee Training and learning opportunities are among the largest drivers of employee engagement. Providing learning and development opportunities to employees shows that you’re willing to invest in them and the development of their career. Nevertheless, the better trained employees are to serve the customer purpose, the closer companies can get to provide excellent service experiences.

Relationship with an immediate supervisor

Gallup’s recent research in the US demonstrated that the actions of managers account for up to 70% variance in employee engagement scores. Managers play a crucial role in the employee engagement, as they directly facilitate and influence employee experience. Access to and availability of the supervisors contributes to the employee engagement and performance, due to the reinforced feeling of support.

By enabling inclusive work environment, fostering trust and open communication, managers can increase the engagement and ensure collective effort in delivering excellent service.

 


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