There is a saying in the call center biz: “Smile and dial because they can hear it over the phone.”
It’s actually true. For some reason, smiling when talking over the phone instantaneously makes the conversation more pleasant. There is one catch: an insincere smile doesn’t work.
So how do you get your employees to constantly smile sincerely? Simple: create a great workplace.
Magazine after magazine have heralded Zappos as one of the top 100 companies to work for. The reason why Zappos provides great customers service may have a lot to do with the fact that Zappos really takes good care of its employees.
Zappos doesn’t have to tell their employees to smile. They get their employees to smile voluntarily by creating a great work environment.
Zappos is not only branded as having great customer service, they are also branded as one of the best places to work. Hmmm. I wonder if there is a connection?
If you want your employees to provide better customer service, stop drilling them with scripts and massive training binders. Create a great work environment instead. Treat your employees as if they were one of your best clients.