Workforce Management & Optimization

4 Ways to Get More Cultural Buy-In from Your Customer Service Team

Today’s most successful businesses have employees, especially in customer service, who care about their company’s success. These tips will help you create a company culture that encourages employee buy-in.

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Running a successful organization requires three things: a clear goal, hard work, and a team of employees who are dedicated to achieving your vision. Perhaps nowhere is this more visible than in your customer service team. The third aspect is often overlooked, but it is perhaps the most important. Every successful business—and customer service initiatives—owes a large part of its success to invested employees who want the company to succeed and work hard to achieve that goal. One term used to describe employees operating on this level is “bought-in,” and having this kind of team will drastically improve your odds of success. Here are four easy ways to develop a “bought-in” company culture among your customer service team.

Talk with Your Team About Your Goals

One of the biggest obstacles to getting employees invested in your vision is your team’s lack of understanding about the business’s goals. Many times, employees who are not directly involved in goal planning are unsure about their contribution to the company and the desired end result. This uncertainty sometimes stems from a pervasive “need-to-know” attitude at the top that keeps information within upper management. But employees who understand what their job contributes to the overall goal are far more likely to take pride in it, as they will feel like an integral part of making the business thrive.

Making sure every employee in the company understands the ultimate goal and what each is directly contributing to it is a key part of creating a workplace culture that encourages employees to get engaged, contribute new ideas, and help turn your vision into dollar signs.

Be Open-Minded In Your Interactions

As an experienced manager or executive, it can be difficult to accept that an employee might see something you missed—or even find a better way to handle a problem—but allowing an open flow of ideas and criticisms throughout the employee chain is essential to the success of any business. All people within the organization should be able to ask critical questions, give feedback, and speak openly about the company’s vision and direction. Allowing employees to contribute to the discussion will make them feel vested in your vision and valuable to the company. Not being receptive to this feedback will widen the gap between management and the rest of the team, which will create a poor workplace culture and affect your long-term goals. When you are receptive to feedback from your team, you start to get more of it, which keeps you in the loop on how things are going in the workplace.

Share Credit

No clock works without a lot of hidden parts that are moving together, and this principle applies to a thriving business. When you have tunnel vision on your goals, it can be easy to overlook smaller contributions made by members of your team, but recognizing good work is key to building a good workplace culture. One of the quickest ways to derail a good culture is making your team members feel like they aren’t recognized and appreciated. Don’t hesitate to build up employees who had great ideas and thank those who contributed ideas that couldn’t be used.

Hire People Who Fit the Culture You’ve Created

Using our clock analogy, a sticky gear can throw off the entire internal process, and the same is true for employees who are not a good fit for your company culture. Once you have developed a company culture of “bought-in” employees, you must hire people who complement and expand on that culture. Employees who do not fit into your environment or are not on board with your vision can easily create negative feelings in the team and interrupt the flow of operations.

To avoid this type of situation, it’s essential that you choose carefully during the hiring process. Be clear in your expectations, the duties of the position, and the ultimate goal of your company. Additionally, having a list of nonnegotiable character traits that define your company, like integrity, self-discipline, optimism, etc., and hiring only employees who can demonstrate these traits is a good way to avoid hiring employees who may disrupt your team.

A “bought-in” company culture is one in which employees feel valued, informed, and as though they have ownership in the company’s decision-making process. Customer service teams that understand and believe in the ultimate goal of the company are key to creating a successful and lasting operation, and using these easy steps to create a company culture that encourages employee buy-in will quickly change the operational dynamics of your customer service department for the better.