Customer service teamwork

Customer service teamwork

The human factor plays a key role in the delivery of excellent customer service and everyone recognises that having a well motivated and trained customer service employee will make a massive difference when interacting with customers and racing against the competition. 

Companies should not ignore that they could make the boat go even faster with a stronger emphasis on teamwork. The management of customers handovers over time and over different channels could be improved so that the best customer service is offered and appears seamless even when dealing with different employees. 

Technology plays a big part in capturing all the information in one place but it is also critical that employees support each other actions without seeding the doubt in the customer mind that maybe the prior handling of their case was not deal with in the best way. Of course any wrongdoing must be put right but it is also critical that everyone pulls in the same direction and until the ultimate goal has been reached, unequivocal commitment from all is required.

Customer service employees: have they come out of their shell?

Customer service employees

As your customer service employees return from their summer holidays, do make sure that the benefits of a relaxing time on the beach is being felt by your clients. Is the outlook of your customer service employees changing? Have they come out of their shell? They should be given more of a free rein to resolve customers issues and problems before they fall back into their well-worn customer service old habits. Whilst procedures and discipline should not be overlooked, an empowered customer service workforce is very likely to be more enthusiastic and able to deploy its skills more effectively.