In my last post I asked about how to get the balance between process and passion right in a customer service team. That got me thinking about what a passionate staff member looked like, and how to get them in your team.I came to the conclusion that people who are passionate about delivering service to customers are born to the role, not built or motivated.
Now I am sure that there will be some people who will want to argue that point! Yes you can motivate people with reward and recognition programs, you can train staff on service delivery, you can set goals and reward activity, and you should do all these things, they delivery great outcomes in a team.
My point is that the activities about don't make people passionate about service delivery, it may make them passionate about doing the activities that gets them the rewards, but that's not what a truly passionate customer service employee is about.
Someone who is truly passionate about service delivery is doing it because they have empathy for the customer, and want to help. Not because they will be rewarded for completing some activities.
I think you can help people understand how to be truly passionate about service delivery, and why it matters, but it takes time, as any personal change program does.
Rewarding activity, recognising staff for the right behaviour, etc, etc, are all imporatnt activites that will provided outcomes and better service, but hireing the right people to start with, who demonstrate a passion for what they do will deliver better, longer term cultutral change within a team.
