(IT-NEWSWIRE.COM, March 28, 2015 ) SYDNEY, Australia -- The definition of good customer service depends on what the consumer needs and wants. Generally, a shopper consistently seeks a connection with someone in the business who is capable, efficient, knowledgeable and able to resolve an enquiry adequately, according to Amex customer research.*
Laura McLachlan, founder of Executive Republic - a business that specialises in outstanding virtual customer service - believes delivering a fulfilling service to clients and customers begins with staff members feeling valued in the workplace. "When employees feel a deep sense of work satisfaction, they are more likely to strive for greater success and emanate more positive energy in their professional space and home life," says Laura. "Unfortunately, many businesses provide a workplace culture that, if they don't feel the employee is good enough, they will manage them out by making things unpleasant. But I see employing staff as an opportunity to help people grow and become the best versions of themselves. When people experience personal and professional growth in a positive way, employers don't need to focus on motivating staff in the workplace; the staff will motivate themselves." www.executiverepublic.com.au
According to Laura, the "high standard of customer service at Executive Republic sets us apart from other businesses offering virtual assistants". Without the commitment and passion from her team, Laura feels the business would be lost in the noise of the online world.
"The people that work for us make us, and how we nurture and encourage their engagement, personal development and commitment to our business is critical to the success of the culture, and customer retention strategies," says Laura. "The greatest benefit we offer at Executive Republic comes through our staff. They bring businesses the convenience of a virtual employee, in addition to the knowledge, loyalty and competency of a full time staff member. Our employees completely immerse themselves in our client's history and background."
Based on her knowledge and years of experience in customer service, Laura offers businesses the following five tips on valuing and motivating staff in the workplace:
1. "Leadership is key, but it doesn't always need to come from the workplace supervisor or manager. A work environment needs a healthy balance of pillars who all have leadership qualities. True leaders will embrace and acknowledge their subordinates' knowledge and ideas, instead of feeling insecure about their position. Teams feel proud when people perform, and more importantly, staff feel valued when they have something to add that is heard."
2. "Leading by example is powerful. Hypocrisy will inevitably lead to disrespect and demotivation. Depressive moods can be infectious, resulting in an unhealthy culture just like a cancer." www.executiverepublic.com.au
3. "Staff engagement increases once staff members understand where they fit in to the big picture and how imperative their role is. This starts from the person that collects the mail or empties the bins right up to the general manager. Role clarification and clear expectations, along with a solid personal development strategy, which involves rewards, are so powerful and effective. Rewards can be as minute as verbal recognition, and can create an optimistic energy that's also contagious and delivers results on all levels of business. Positive relationships between management and staff should also be encouraged."
4. "Employees that enjoy workplace autonomy and confidence make responsible and reasonable decisions without constantly seeking approval. Once the time and resources have gone in to training, employers need to accept that personal and professional development does not progress with micro management."
5. "Healthy communication ensures staff members feel they belong, and breeds a culture of respect, trust, workplace pride and employee value. That kind of workplace energy and attitude contributes to the success of any business, and adds to the strength of customer retention strategies."
"Whether clients need someone for one hour a day, a week in every month, or every day of the week, Executive Republic has a tailor-made service just for customers. Their commitment is to become an 'actual' business partner," says Laura.
Discover more about the values Executive Republic exhibit and how those values are motivating staff in the workplace at www.executiverepublic.com.au.
About Executive Republic:
Executive Republic is an exclusive and professional service that provides local small businesses, corporate consultants and sole traders the option of an ACTUAL assistant as front of house staff. An actual assistant offers the flexibility and affordable rates of a virtual assistant, with the knowledge and professionalism of a full time employee.
Executive Republic has specifically tailored solutions where assistants become an actual extension of a business when required, so businesses pay for quality services only when they utilise them.
Their purpose is to help small businesses grow in a way that is viable, and offer professional tailor-made packages to businesses from as little as one hour a day.
+61 1300 755 517