The Psychology of Customer Service Motivation


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How we can inspire and empower ourselves to go above and beyond when it comes to our customer service experience duty?

Anyone can do the bare minimum. Anyone can do enough to satisfy. Everyone does just enough and that’s the problem of customer service experience today. Too many are content with just enough and lack the motivation or ambition to accomplish something more.

Striving for something more is where exceptional happens. Not settling for good enough is the first step towards service experience that really matters and that wins loyalty and differentiates the customer relationship.

Breaking through the ceiling of good enough requires motivation. How can we inspire and empower ourselves to go beyond just good enough? It starts by evaluation what is our ultimate purpose. Three key questions will help you identify if you’re ready for more than just customer satisfaction.

3 Key Questions to Customer Service Motivation

  1. Can we do it?
  2. Will it work?
  3. Is it worth it?

Answering these questions in the affirmative demonstrates our competency in the task we’re working to achieve and paves the way that leads to a higher state of self-motivation.

Ultimately the choice is up to us. We have have a choice we must make. Do enough or do something more. Those who take upon themselves the responsibility to do more will learn the intricacies needed in order to navigate the path that enables better service experiences. It’s a treacherous path filled with existing corporate barriers and littered with naysayers who will attempt to discredit and undermine the work we will do.

Be Success-Seekers, Not Failure-Avoiders

Taking upon us the higher calling of service experience liberates us from the traditional chains of negative experience and through autonomy we can be more self-motivated. When we accomplish a positive consequence, we are inspired in our task and recommit to the purpose which we serve.

Just good enough too often is focused on avoiding the negative and too infrequently emphasizes going for above and beyond. When we just work to avoid negative consequences, we are more likely to be limited by our circumstances and will lack the capability to do something worthwhile. We must be more mindful of our choices and the consequences of choice making as we take advantage of opportunities we face each day.

As we take upon ourselves the desired to be a success-seeker and not a failure-avoider, we open the door to the possibilities that enable the exceptional to happen. It’s here that we find the will to achieve something more. It’s here that we find the motivation and ambition for greatness. It’s here that we are able to create transformational change that inspires others to join us in our cause.

Have the courage to break out of the confines of what tradition considers service. Find yourself and your unique experience and set your mind on achieving that desired goal.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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