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The Relationship Between Employee Wellbeing And Customer Service

Contributed Article by Katie Pierce  

 

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Now more than ever, companies have taken a more serious approach to employee well-being. Expanding beyond just the physical, employee well-being encompasses all aspects of human life – physical, emotional, social, financial, and community. Employee well-being represents an individual's experiences, what they value, and how their life is going. 

What are the elements of well-being?  

• Career. Do you like what you do every day?
• Social. Do you have meaningful relationships in your life?
• Financial. Are you able to manage your money well?
• Physical. Do you have the energy and capacity to get things done?
• Community. Do you like where you live? 

How does employee well-being affect customer service?

Customer service representatives are the face of the company. Excellent customer service can only be achieved if the employees are motivated, happy, and aligned with the organization's objectives. Here are ways in which employee well-being translates into good customer service.

Positivity

A positive attitude and disposition are crucial in customer service. Enthusiastic employees relate positively with customers and are more likely to be more helpful in resolving customer issues. When employee well-being is taken care of, you can expect your employees to provide a higher standard of customer service.

Productivity

Employees who are not stressed over things outside of work tend to be more productive. Employee well-being boosts performance and productivity, allowing employees to make better decisions at work and display healthier behaviors.

Morale

When employees feel that their needs are met at all levels, they feel valued and competent. They think it is the right job for them, allowing them to be more involved and engaged in their jobs. 

Talent

If employee well-being is central to your company culture, it can attract competent and skilled customer service candidates. You are also highly likely to retain your existing employees.

What are the obstacles to maintaining employee well-being?

Heavy workload

When a company is understaffed, employees are burdened with heavy workloads. Often, quality is compromised, which is stressful for employees as they worry that their output is inadequate.

Poor leadership

It's common to hear that employees do not leave their jobs; they leave their bosses. True enough, employees are more stressed when leaders use poor management styles. For example, employees find micromanagement exhausting and inefficient. Explaining the nitty-gritty of daily tasks and activities can make employees feel incompetent. 

Unclear tasks

Lack of training, orientation, and support can increase employee stress levels. For employees to set goals at work and be good at their jobs, they need to be equipped with practical knowledge – how to use tools and applications, for example – and the purpose and goal of the job they do.

Lack of social support

A highly competitive work environment can also increase employees' stress levels. If employees are constantly compared with each other, toxic and unpleasant relationships may arise. A supportive environment rooted in collaboration breeds happy and motivated employees.

How can leaders promote employee well-being?  

• Include well-being in conversations about workforce development. Leaders must take the time to have meaningful discussions about well-being at work. Customer service representatives bear the brunt of irate customer calls and complaints. Ensuring that employees are debriefed and given ample opportunities to take a breath and cool down during their workday is essential.
• Groom potential leaders to be coaches. Move away from the paradigm that managers are bosses and create a culture of mentoring and coaching. Normalize meaningful coaching conversations with employees and provide an environment conducive to healthy feedback exchange.
• Remove abusive managers. Do not tolerate behaviors that make employees' lives unbearable at work. These managers pose a tremendous risk to your business.
• Leaders must also accept that work and life are not mutually exclusive. The truth is that home life affects work, and work affects life at home. When this fact is acknowledged, it becomes more apparent that for employees to thrive at work, all the other aspects of their lives must be well-managed, too. 
• Provide ample accommodations for employees. The pandemic brought about many changes and caused companies to make adjustments they've never made before. Working from anywhere is one of them. If there's one thing that the pandemic has taught us, it's the importance of agility and being able to accommodate the needs of employees to do their jobs and stay safe and healthy at the same time. 

Final Thoughts

Focusing on employee well-being translates to increased productivity and performance, higher employee morale, and overall positivity in the workplace. A well-thought-out employee well-being strategy must be in place to maintain good customer service performance.