10 WINNING WAYS

TO BUILD A GREATCUSTOMER SERVICE

TEAM

With customers becoming increasingly demanding of quality customer service nowadays, apparently it also becomes increasingly hard to build and nurture such team to meet these expectations.

Even if you think your customer service team is customer focused enough, it might be worth it still to think twice on how you can improve on it from the inside. For yours truly, we’ve selected 10 of the most important ones you need to bear in mind to build a first-rate customer service team

The definition of ‘right candidate’ is pretty expansive, but the gist of it is that they need to be someone who is passionate about their job in serving and helping customers.

In the end it doesn’t really matter what their backgrounds are, as long as they have the right attitude and relevant skill for the job.

Hirethe right candidate for the

job

This part is inevitable; for your team to learn the effective way to serve customers would take training – and a lot of it too. 

The lesson can range from improving product or service knowledge to understanding at heart the company’s standards.

Invest in customer service training

Giving and trusting your employee with the authority to make their own decisions is important.

Sometimes their actions might actually surprise you and your customers (in a good way) – proving that they are able to do better than what was initially expected of them.

Empower your team

members

While the previous point does note that your customer service members need to be able to come up with their own decisions, establishing an authoritative figure is nevertheless still necessary to supervise the entire process – ensuring that your team is running properly and efficiently.

Define a point of authorit

y

Instill positive company culture

The significance of this point stems from the belief that positive, encouraging company culture makes a happy worker, which in turn makes a better worker. Many research have come in support of the statement, believing that strict rules in workplace discourage employee’s motivation and further interest in their work.

Engender

teamwork

Customer service is not just an individual job; in improving your team’s service performance you need to realize that collaboration between each member is important. These forms of collaboration can take shape in as simple as helping out each other in the time of need to sharing information in dealing with a particular customer’s problem.

Measure performance

with the right metrics

Instead of focusing on the right metrics – that is overall customer satisfaction or the time and quality per call – many companies often force a quota (e.g. the number of calls, e-mails or orders managed) for the customer service representative to fulfill, leading these reps to prioritize quantity over quality.

Reward your team

members

Giving back to your customer service team goes a long way in improving their morale and thus motivating them to do even better in their job.

The types of reward themselves can vary from praises to even incentives. No matter which ones you choose, just keep in mind that they help demonstrate the culture and values your company wants to promote.

Allow opportun

ity for growth

Nothing worse that can happen to your employees other than feeling like they’re stuck on a dead end job with no opportunity to grow.

This is often what demotivate them in giving their best, causing the lackluster customer service front you and your customers never wish for.

As such, the only way to avoid this is by providing a space for them to develop and branch out.

Listen to your team

members’

feedback

What better way to find out how you can improve your customer service team other than asking the team itself for feedback? As the key actors of the proceedings, surely they would be the ones who first experience the major issue and can report on it. Their feedback too, can potentially give you some insight that might otherwise get unnoticed.

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