Leading the customer service team to attaining a commendable customer service performance is full of challenges. There are several simple ways on how this could be achieved.
There is always a heavy demand for a good customer service performance. On the business front, a reliable customer service unit is one of the main factors that help bring about a healthy revenue flow to the company. When there is an excellent customer service, it is logical that there would be a sustained volume of loyal patrons and customers. In the end, this would lead to higher sales and a steady flow of income for the company.
If as a manager, you are aiming for a high customer service performance, experts advice that you target providing an extraordinary service to customers. Clients are sources of income for your unit so make sure they are well served and well treated by your team. Here are seven of the most effective tips that would help you guide the customer service team towards a better and more sustained performance.
1. Be extraordinary. Your team might have different ideas and concepts of being extraordinary. It would be better if you would set a standard concept for the word and be clear that the concept set for the team is only applicable to team efforts. This way, everyone would agree to one standard definition for the word and eventually have a consensus of how being extraordinary could be applied to real life situations particularly in the customer service operations.
2. Allow team members to approach you when they are not sure about any provision regarding the customer service operations. Because of this, make your self highly approachable and accessible most of the time. That means, you should always be around especially during occasions when problems arise.
3. Motivate the team to be extraordinary. To do that, orient and brief the team to further and more clearly understand what there is to understand. This way, they would be better equipped into do better in what they do. As a manager, you should also respect individuality and allow each team members to retain their individuality. Advocate sincerity, as it would help better establish rapport between customer service representatives and clients.
4. Share helpful information. If you have encountered new knowledge that may be of great help to operations, immediately share this to everyone in the team. Doing so would help you ensure that everyone is well informed. Eventually, this would translate to better customer service.
5. Share commitment. As a manager, of course, you are expected to be highly committed to your job. You are an effective manager if you would be able to make your team as committed as you are. Motivate the team to reach goals and targets and improve the unit’s overall performance.
6. Be patient. Significant increases in sales do not happen overnight. Be patient to wait for sometime until target results and outcomes are met.
7. Be prepared for challenges and react to such setbacks accordingly. Who says attaining high levels of customer service performance is that easy? A team would succeed on collective efforts aside from having a highly effective manager that handles the team.
Tags: customer service, performance