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Bright Ideas

Forget about “one size fits all” motivation programs.

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The hard thing about motivational promotions is that no matter how great or exciting the program is, it’s not going to motivate everybody. Creating a successful motivation program is not a “one size fits all” project. What excites Bob may actually irritate Sally. What makes Rachel want to give that extra effort may push Alex out the door. Everybody is motivated by something and it’s each supervisor’s job to figure out what the motivators are for each person.

There are generally six categories of motivators:

  • Social bonds (guidance, support, time, attention, encouragement)
  • Recognition (acknowledgement of desirable behaviors)
  • Rewards (tangible rewards, trophies, cool stuff)
  • Development opportunities (career advancement, training, new skills)
  • Teamwork (feeling part of team, networking, social activities)
  • Fun (pleasurable activities in the workplace)

Frank may just need lots of hand-holding and supervisor attention and will treasure simple recognition for work well done. Susan may prefer not to spend so much time with the boss, but values actual monetary compensation or tangible reward programs. Bob may like learning and will like attending a training class to acquire a new skill better than a gift card. Sally may be the people person that wants to head up the party planning committee or organize the holiday giving program.

The most effective supervisors will spend time with each employee to determine what their biggest motivators are and will organize activities and plan recognition and rewards to fit the needs of each person.


Weave customer service fundamentals throughout your training program.

Customer service basics should be woven throughout your training classes as well as into everyday training and coaching in the center. Frontline staff usually find this training as much or more enjoyable than the system training, so it will be a welcome part of the day. And they’ll appreciate learning something that’s pertinent not just to the current job, but also a valuable life skill.

This customer service training is best delivered in small portions rather than crammed into one intense session. Make sure it’s interspersed throughout your product and system training and refer to it often so it becomes a constant element and part of the training culture.

Customer service fundamentals should include the following topic areas:

Customer service fundamentals

Help each person understand the important role they play in serving as the “voice of the company” to the customer. Customers these days sometimes have limited in-person contact so their call center conversations may be the only interactions they have by which to judge your company. Teach agents about not just the value of a single call, but the lifetime value of a customer.

Vocal techniques

It’s not just what you say but how you say it. Assist agents in putting their best voices forward with some polishing of vocal skills. Help telephone staff identify and remove “verbal viruses” and other annoying voice mannerisms. Everyone will love learning how to make the most of their voice, fine-tuning voice tone, rhythm, pace, inflection, and volume.

Telephone etiquette

Everyone can benefit by brushing up on basic phone manners. Set standards for what your welcome and greeting will be, as well as how you want calls to be closed. Review friendly procedures for transferring calls or placing callers on hold, as well as techniques for making the most of voice messaging.

Phrasing and word choices

All conversations, even when the answer is no, should have a positive tone. Teach your telephone staff how to turn negative statements into more positive ones to keep conversations upbeat and friendly. Ensure they know how to provide instructions in a helpful way and can recognize communications styles to match to the customers style.

Handling difficult calls

Everyone will get a difficult call now and then and it’s important each person knows how to handle challenging calls. Outline techniques for handling talkative or confused callers, as well as those that may be emotional or upset. All staff should be equipped to turn around complaint calls effectively and know how to handle angry or even abusive callers.