There are many elements working together to ensure that customers have the best possible experience with an organization, from ensuring clients have the information and assistance they need to providing follow-up support. However, one item that is particularly important in the customer service equation is often overlooked. Employee engagement is inextricably linked to customer service: Employees who are working at their top potential are the most likely to keep clients happy and satisfied. If employees aren’t engaged in what they are doing, customer service will be negatively affected. One of the most important ways to facilitate this engagement is to foster a positive workplace culture within an organization. For this to happen, management must lead by example. Leadership should live the mission and values of their organization, and ensure that all employees know their value, and feel that they are part of a cohesive team. This team-building attitude can be promoted through special lunches and group outings, where co-workers can eat, play, learn, and grow together. It’s also important to swiftly shut down negativity such as gossip, personal criticisms, and pettiness.