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How employee engagement affects customer service

https://youtu.be/r8Oeh_L3QsU

You've probably heard it a thousand times: happy employees make happy customers. The idea that employee engagement affects customer service and retention is intuitive.

Employee engagement affects customer service in many positive ways. It seems only natural that a disengaged employee is less likely to deliver a good customer service experience (let alone an exceptional one). Is an engaged workforce really the key to better customer service?
It seems self-evident that the key ingredient to a truly customer-centric business is engaged employees. Engaged employees are more willing to go the extra mile to solve a customer's problem or close a sale, contributing to a culture that consistently delivers excellent customer service.

Engaged employees pay much more attention to their work. They take real ownership of their tasks, fulfill their commitments both inside and outside the organization, and are passionate about customer satisfaction because they feel they "own" the outcome of their work.
Engaged employees are those who are fully immersed in and enthusiastic about their work. They usually have a very deep and personal emotional attachment to their work. They are motivated employees who go above and beyond what is expected of them at work, and their exceptional commitment affects customer service in a positive way.
The Northwestern University study also reveals that employee engagement affects customer service and that companies with engaged employees have customers who use the company's products and services more often and with greater satisfaction than customers of companies with disengaged employees.

Satisfied customers cost less to serve, easily become repeat customers and are generally more profitable for the company.
In addition, a Washington State University study found that customer satisfaction is directly related to employee satisfaction and financial success is directly related to customer satisfaction.

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