Shep Hyken\'s Customer Service Blog

Amazing Business Radio: Julie Ann Sullivan

Engaged Employees Make Happy Customers

Are your employees engaged?

Shep Hyken sits down with Julie Ann Sullivan, author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire,” to discuss the impact that engaged employees can make on customers.


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Top Takeaways:

  • When employees feel like they are contributing to the company, they become problem-solvers and idea-makers.
  • When employees feel acknowledged and valued, that’s reflected to customers. This leads to listening to the customer and showing them that they have value.
  • A few of the Essential Elements to Influence, Innovate & Inspire:
    1. Communication – Even just one word can change the whole meaning of a sentence.
    2. Service – When your job is customer service, it truly isn’t about you – it’s about the customer. The motive behind service should never be because you have to. The motive should be that you love the company and you want the customer to love it too.
    3. Patience – You may never fully get rid of your impatience. But if you are aware of when you are impatient and can catch yourself, then you can change.
    4. Purpose – When people know the purpose behind what they are doing, they can do it much better.
    5. Relationships – Relationships grow over time. You don’t meet someone and immediately know them and care for them. Relationships must be nurtured; it’s the same with customers and clients.
    6. Leadership – Employees need to feel that they can ask questions without fear. If you have a corporate culture where people are too afraid to approach leadership about problems, more mistakes get made. Leaders must be able to let go. They must trust their people and give them the power to do what is right.
    7. Respect – You must give it to get it. You can’t just demand it.
    8. Gratitude – A little bit goes a long way. The more grateful you are, the more things you find to be grateful for.

Quotes:

“Customer service is people to people. If the people who are giving out customer service are not happy, that’s what they’re going to portray to the customer.” – Julie Ann Sullivan

“When you have a good workplace culture, people are more productive, and they’re more careful in what they do, so they make fewer errors.” – Julie Ann Sullivan

“Customer service is easy when everything is going well. I only know how good a company is when things don’t go well.” – Julie Ann Sullivan

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How do you empower your employees?
  2. How do you motivate employees that are underperforming?
  3. How do you motivate your employees?
  4. How do you engage your employees?
  5. How do you keep your employees engaged and involved?
  6. How do you increase productivity in the workplace?
  7. How can we improve productivity?
  8. How do I make myself more approachable?
  9. What qualities make a good manager?

About:

Julie Ann Sullivan is the author of “Blueprint for Employee Engagement: 37 Essential Elements to Influence, Innovate & Inspire.” Julie Ann works with organizations that want to create a workplace environment where people are productive, engaged, and appreciated.

Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.

 

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