If you take care of your support staff well, they will take care of the customers well. Treat your staff as a partner in your business just like the customer is. Even one incident of rude behavior of an unmotivated staff can impact the reputation of the organization heavily. Hence, always the motivation levels of the staff should be in high, only then they will be able to do justice to the customer. Happy staff leads to a happy customer. Instead of policing them to adhere to the process they should follow, create a culture of sensing responsibility towards all their activities and their request they confront with. Reward them from time to time and send appreciations whenever they achieve something or crossed a milestone.
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