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The Relationship Between Employee Wellbeing And Customer Service
Contributed Article by Katie Pierce
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
- 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.
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.
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
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.
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?
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.
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.
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
- 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
- Remove abusive managers. Do not tolerate behaviors that make
employees' lives unbearable at work. These managers pose a tremendous risk to
- 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
- 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.
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.