The Psychology Behind Delivering Superior Customer Service

Appreciating the emotions involved in customer service is the first step toward creating a better customer experience. Sure, feelings are not something humans can always control—and they sometimes seem nebulous, random and unexplainable—but, fear not, there is a science to ridding your contact center of negative emotions that upend Communicator performance and dismay customers.

What you might never have thought about—but is known among certain academicians—is that Communicator treatment of customers is directly associated to how Communicators and other contact center staff treat each other.

Believe it or not, kindness toward each other in the workplace is a marker for the behaviors and performance of employees. In fact, research indicates that a negative relationship between colleagues has immediate and long-term detrimental effects on employee engagement, commitment and performance. According to the findings of a study published in the Harvard Business Review, 48 percent of workers who have been on the receiving end of incivility have intentionally decreased their work effort.

Twelve percent actually left their jobs due to their treatment. A full 78 percent said that their commitment to the organization declined. As many as 80 percent lost work time worrying about the incident, and 63 percent lost work time avoiding the offender.

One-quarter of the workers subject to workplace rudeness admitted to taking their frustrations out on customers!

Interestingly, the study found that people are made anxious when they see others treated poorly whether the treatment was delivered in private but overhead, deserved (e.g., due to incompetence) or the result of questionable or illegal actions.

As a contact center leader, what can you do to keep your own behavior in check and foster civility among workers? Here are a few tips:

Model good behavior: Managers set the tone, so be sure to lead by example. One way to create a culture of respect and bring out the best in employees is to show appreciation for their pleasant behavior. Keep an open line of communication and periodically ask for your Communicators’ feedback on your management style.

Hire civil people: Look for emotional intelligence when interviewing Communicator candidates. Less-formal group interviews often work to expose poor behaviors that might be suppressed in formal interviews. If possible, talk to previous employers to find out how the individual related to colleagues.

Teach appropriate behavior: Role-playing is a good technique for teaching civility in the workplace. Another tool is live listening, or even playback options, for various interactions to capture employees’ patterns of behavior, and then coach accordingly.

Offer rewards and penalties: Make respectful treatment of both employees and customers part of performance reviews. Further, consider implementing a system for measuring overall teamwork, not just individual outcomes.