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Improve Customer Service with Employee Recognition and Reward - CIPD Research
If you want your business to provide good
customer service and have motivated staff
then you should look into the positive
influence that recognition can have on your
employees.
 Research
from the Chartered Institute of Personnel
and Development (CIPD) shows that rewarding
employees (E.g.: Financially) is not enough
to keep staff motivated; but that
recognition and positive feedback can
improve motivation and promote better
customer service.
The research, Rewarding customer service,
also finds that in organisations where
regular positive feedback, praise and
recognition is given to customer service
staff, employees will be more willing to
make extra contributions to the organisation
and are less likely to leave.
The study shows that the effective
management of employees is the biggest
predictor of the profitability and
productivity performance of your business.
You can potentially reap huge benefits by
actively involving, developing and engaging
the willing contribution of your employees.
Charles Cotton, CIPD Reward Adviser, says,
“High performance requires staff to feel
valued and depends on line managers or
supervisors providing support and feedback
to all staff, and engaging with them to
understand their individual needs. There is
no one size fits all solution, and what
works for one employee or drives the reward
strategy for one organisation may not work
for another.
“Reward and recognition is a two-way
process. Employers must make sure the reward
package is complemented by a good people
management policy, only then will they gain
commitment from staff and improve motivation
thus raising the standard of customer care.”
Recognition is the best kind of business
solution; it costs almost nothing yet can
improve your staff motivation and
productivity whilst also improving your
customer service. With this in mind there is
no reason not to see whether you can use
employee recognition and positive feedback
to improve your business.
Find out more about hiring and managing
employees in our Personal Development portal
here.
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