“Building a customer service department is much like building a bookshelf. There isn’t one set of instructions, but without some strategy, things can fall apart at the worst possible time. Having a plan helps businesses to offer a solid, reliable and efficient level of customer service,” – HelpScout.net
Modern enterprises thrive on coherent strategies and cohesive actions. These are important in modern times because brands and businesses operate in competitive modern markets typified by extreme competition and fragmented customer attentions. We note that such conditions make it mandatory for every business to value customer relationships and to drive accretive actions that bolster the importance of such relationships. A strong customer service team is therefore a business asset and a business imperative that enables the modern enterprise to expand the remit of its business. This device also helps enterprises to establish a matchless reputation among customers dispersed in multiple geographies.
The hiring process is a crucial first step in developing a strong customer service team. Brands and businesses should work to institute informed and contemporary hiring mechanisms in a bid to harvest the right talent from labour markets. Candidates with prior work experience can be a priority. Potential employees must also be screened for attitude and aptitude, in addition to their ‘people skills’. Interviews with potential candidates must focus on their team building skills, as also on their attitude toward customer problems. In addition, troubleshooting skills and thinking on one’s feet are some of prized abilities of a customer service representative. Therefore, potential staff members must have these attributes in ample measure before they qualify to join a customer service process. These tactics can enable brands and businesses to select the right personnel that would go on to constitute a strong customer service team.
Training is an on-going process in modern business paradigms. The contemporary business organization should allot adequate resources to training processes in the interests of maintaining business credibility and boosting client confidence. Hands-on training and real world situations are the twin planks that can help develop a strong customer service team. Every member of the team should train to react to real-time customer situations. They should be equipped to detect a problem from conversations with customers and to suggest a solution that enables customers to overcome said problem. Therefore, staff members should develop strong domain and product knowledge and must be able to convert such knowledge to help customers. This is one of the primary requirements for developing a strong customer service team.
The intelligent business enterprise should enable staff members to learn from each customer interaction. This is important because it enables knowledge sharing and helps to promote best practices in a customer service process. For instance, an employee can choose to share a particular customer service experience with his or her team members. The said customer may have presented a difficult situation with multiple moving parts to the said employee. The step-by-step troubleshooting of the complex problem enabled the employee to win the day and resolve a particular client situation. Subsequently, client may have sent the business a ‘thank you’ note expressing his appreciation for the services rendered. The whole experience can be documented and presented to staff members as part of their continuing education. This technique can enable businesses to foster a corporate culture that hinges on a strong customer service team.
Cohesion is one of the key attributes that defines modern work groups. Employees and specialists should train to work in tandem and to present the best face of an organization to every client. Therefore, a brand or business must work to promote team spirit within members of a customer service process. This should empower team members to offer their best performance on every business day. In addition, team spirit helps to create a strong customer service team by enabling strong performers to coach and mentor other members of the team. That said, we must note that top performers should be suitably rewarded in a bid to demonstrate business commitment to enhanced performance metrics. This approach empowers performers to attain future goals and to set exemplary performance standards.
Functional excellence represents the pinnacle of an individual team member’s ability to perform under work pressure. This attribute enables team persons to escalate an issue in a diplomatic manner when the situation presents an opportunity for such action. The said skills also enable a customer service representative to collaborate with team members in response to emerging challenges in the work process. In addition, no customer complaint or requirement is identical. This is acknowledged as a reality of doing business in the modern world. Therefore, the functionally excellent customer service representative explores unorthodox means (such as a creative approach) to resolve a particular customer complaint. We must note that these are sophisticated attributes that require a nuanced application and help to build a strong customer service team.
Empathy is a human emotion that can be harnessed and developed in the quest to build a strong customer service team. Every team member can be encouraged to develop empathy in the course of their regular dealings with their customers. Therefore, customer service team persons should be encouraged to practice empathy through patient listening to customer complaints. This course of action will help the business to understand the nature of the problem facing the customer. Once this understanding is clear, the customer service representative can summon all the learning and knowledge at his or her disposal to resolve said situation. That said, business managers and team persons should work in tandem to reinforce the importance of empathy in the interests of developing a strong customer service team.
The speed and accuracy of response represents one of foremost tenets of customer service paradigms. Brands and businesses must appreciate the fact that customers have multiple concerns to attend. Therefore, they must train their service representatives to value the time of the customer and to attend to customer concerns with alacrity. This work attitude should be drilled into the very fibre of each customer service representative in the interests of building a strong customer service team. In addition, staff members must pay close attention to the mood and the choice of verbiage deployed by customers. This enables individual team persons to assess a situation quickly and to frame a response appropriately. That said, team members must have the use of a set escalation matrix should a customer situation deserve this approach.
In the preceding paragraphs, we have outlined some of the techniques that help to build a strong customer service team. Every business enterprise must realize that top-notch customer service is one of the main propellants of business growth in the modern world. Competent service signals business intent to service every customer through appropriate means. The level of service should remain constant because it empowers customers to form a positive impression of a brand or a business. That said, we note that businesses should invest time, effort, and resources to develop customer service into a fine art that impresses every customer. The subsequent customer goodwill can pay outsize returns in terms of repeat customer business, an enhanced business and brand reputation, and fantastic feedback on a variety of public platforms. These outcomes can be melded to create an outstanding corporate narrative that rightfully places the business in a dominant position in competitive markets.