I’ve got your back. A few months ago, someone asked, “If you could only say one thing to encourage customer agents what would it be? I said “I’ve got your back.” Here’s the reason why. If there is one thing people need to be reassured of these days, it’s that they are doing a good job. And doing a good job in most minds means making the right decisions. We hear way too much in the media, through co-workers and elsewhere about how someone screwed up and paid the price. In reality, this is nothing new. Who hasn’t thought, “Uh oh, when the manager says, “Please come into my office?” It’s just that things have gotten a lot more intense.
In addition to this, the endless electronic monitoring gives people a sense that someone is watching at all times. After a while, it easy to assume, “They don’t trust me.” The simple statement, “I’ve got your back,” reassures people that you DO trust them to make the best decisions they can. Will they make mistakes? We all do. But if they acted with patience and deliberation, chances are they’ll make the best choice the vast majority of the time. They need to know that you have their back. So why not tell them?