Staff engagement and motivation can boost customer service levels

Improving employee engagement can help to boost customer service levels.

Some 61% of employers believe†staff training and better management is the†key to improving customer service.

According to the Customer Services Barometer survey by Investors in People, nearly six-in-10 organisations (59%) intend to invest more in customer service in the coming year than they did in the last 12 months, while 40% will invest roughly the same. the survey also found that just over a quarter (26%) believe new technology and improved communications systems is the most important area for investment.

Just under a quarter (23%), meanwhile, are looking to increase employee motivation, while 28% are working to overcome difficulties in recruiting the right people.

Simon Jones, acting chief executive of Investors in People UK, said: “Unsurprisingly, 97% of organisations said that ability and attitude of staff has a significant impact on customer service. This underlines just how important it is to find the right employees and both inspire and equip them to deliver the type of service needed to create a positive customer experience.

“Employers should look to strike the balance between supporting employees, providing advice and assistance, and giving them the responsibility to respond to customer demands on an individual basis.”