How do we get our employees to engage in a customer service program?


Recently I asked subscribers to my newsletter (The Shepard Letter) to send in their most important customer service questions.  A large percentage of the questions that came in focused on employee engagement.  So, how do you get employees engaged in your process, beliefs, mission, vision, etc.?  Here is an answer, in the form of a list to this frequently asked question:


1. Hire right.  You need the right people in the right jobs.


2. Properly train your employees – both technical and soft skills.


3. Recognize people when they are successful.


4. Celebrate success with the entire organization.  Share great stories.


5. Create a learning environment.  When employees do well applaud them.  When there is a mistake, make it a positive learning experience.


6. Recognize that everyone is involved in customer service, not just the customer service department, and it starts at the very top of the organization.  Customer service is not a department, it is a philosophy.


7. Be polite and show respect.  Say please, thank you and let your people know you appreciate their hard work.


8. Finally, practice what I call the Employee Golden Rule, which is to treat your employees the way you want your customers treated – maybe even better.


Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees.  For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email:  Web: For information on customer service training, go to

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