How to Get Your Customer Service Employees to Care About Customers (Infographic)

The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic

Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.

“Employee engagement is the emotional commitment the employee has to the organization and its goals. This emotional commitment means engaged employees actually care about their work and their company. They don’t work just for a paycheck, or just for the next promotion, but work on behalf of the organization’s goals.” – Kevin Kruse – NY Times Bestselling Author, Keynote Speaker

When employees are engaged, they truly care about customers, deliver better service and brand advocacy, and they are less likely to leave their jobs. While organizations enjoy better employee productivity and increased revenue:

  • Highly engaged employees are 38% more likely to have above-average productivity. (Workplace Research Foundation)
  • Companies with engaged employees, outperform those without by 202%. (Dale Carnegie)
  • Increasing employee engagement investments by 10% can increase profits by $2,400 per employee, per year. (Workplace Research Foundation)

The benefits of building an engaged workforce are undeniable, yet so many companies haven’t made the investment yet. In fact, only about 25% of business leaders have an employee engagement strategy. The infographic below offers 12 ideas for improving engagement of your customer service agents, that can also be applied to employees working in other departments.

Do you have any other effective employee engagement tactics to share? Feel free to post your suggestions through the comments section.

How to Get Your Customer Service Employees to Care About Customers
How to Get Your Customer Service Employees to Care About Customers

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Mary Shulzhenko
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  1. There are certain customer service skills that every employee must master if they are forward-facing with customers . Make sure you’re getting to the problem at hand quickly; customers don’t need your life story or to hear about how your day is going.

  2. Thank you Mary for the awesome and informative infographics. There are so many great tips for every customer support team managers. And it would be cool if we could implement at least some of them into reality. However many things depends on every concrete person and sometimes it is beyond our personal desires and possibilities. In any case, it is very important to motivate the team and not only by material means, but also by providing friendly and comfortable working atmosphere and by setting future goals and opening new career opportunities. Every customer support member should understand that by satisfying customer’s needs, he/she makes this customer return and at the same time company gets more revenue. Thus, customer support member can count on future career growth as well as increasing of salary.

  3. That is very important to care about your customers. It’s sad that some companies forget about good customer service. Customer’s needs are the first thing to care about when you promote your products.

  4. There are sure client benefit aptitudes that each representative must ace on the off chance that they are front oriented with clients . Ensure you’re getting to the current issue rapidly; clients needn’t bother with your biography or to catch wind of how your day is going.

  5. Much obliged to you Mary Shulzhenko for the wonderful and enlightening infographics. There are such a significant number of incredible tips for each client bolster group directors. What’s more, it would be cool in the event that we could actualize at any rate some of them into reality. However numerous things relies upon each solid individual and once in a while it is past our own wants and conceivable outcomes.

  6. That is vital to think about your clients. It’s pitiful that a few organizations disregard great client benefit. Client’s needs are the primary thing to think about when you advance your items.

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