Customer Experience News & Trends

7 ways to avoid killing employee trust

Contact center leaders who gain and keep their agents’ trust will have a powerhouse team delivering standout service. Here’s how to win their trust:

These seven proven principles from leadership and customer care expert Barbara Burke also help build a high morale environment:

  1. Do what you say you’ll do. Actions speak louder than words.
  2. Listen more than you talk. The most effective (and well-loved) managers are also the best listeners.
  3. Follow up on employee suggestions. When you ask for ideas to improve the business, acknowledge the value of agents’ ideas and contributions.
  4. Maintain your mood. Employees look for consistency in leaders. Being wildly-happy one day and in the dumps the next makes agents uneasy.
  5. Walk the talk. Always do what’s right for customers and other departments and your employees will follow the lead.
  6. Be on time and respect other people’s time. Mutual respect is a core value. Set the example by arriving at meetings a few minutes early and ending meetings on time.
  7. Be interested. Build relationships by showing interest in agents’ lives outside of work. Share parts of your life, too, to build trust.

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