Customer Experience News & Trends

3 customer service reps who are costing you money

Most employees who deal with customers build loyalty and help boost the bottom line. However, there are three customer service employees who suck the life out of those around them and money from your organization.

Some of these people don’t do what they should. Some interfere with others. Some are in the wrong job.  Regardless, their bad habits kill customer service productivity and morale.

Here’s who to watch for — and possibly get rid of if the suggested coaching techniques don’t work:

1. The obvious slacker

Everyone is entitled to some idle time. But a true slacker is probably away from her desk and work about 25% of the time, according to research from Enkata. He takes extended breaks, long restroom trips and spends time chatting when he’s supposed to be discussing work. To make up for the slacking, he likely entices others to do his work.

Deal with it: Set up more-than-usual short-term goals and expectations, plus consequences for failing to meet them. That will give the slacker a chance to get focused and you an opportunity to sever ties quickly if goals are still not met.

2. The target shooter

Unlike the slacker, the target shooter does what’s expected. The problem: She’ll never do more. She might work hard to reach the goals, but only so she can spend time kicking back with the slacker until the next goal comes up. The biggest problem here: Fast work is often riddled with errors because shortcuts are taken.

Deal with it: Set incremental goals with strict limits. When one is reached — whether early or on time — pass on the next goal.

3. The social animal

Almost everyone loves a social animal — she’s fun, easy to talk to and a nice distraction from the daily grind. Of course, managers don’t care for her approach to work — checking email constantly, interrupting working colleagues to chat, jumping from phone to text to email. The social animal doesn’t often have an effective work flow.

Deal with it: Sit down with her and map out a daily schedule, designing how she’ll spend the day in 15-minute increments. Encourage her to use lunch and break time to chat with colleagues. Ask her to leave her smartphone at the door.

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