The Secret to Having a Great Customer Service Team
Customer Service is one of my favorite areas to manage, aside from Operations.
I have an appreciation for it because it relies heavily on how people process information.
This makes customer service behavioral, psychological, and dynamic in nature, but also measurable, tangible, and manageable.
So, what is the secret to having an excellent customer service team in your organization?
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In My Opinion, it is Training
What I mean by that is: training ALL your teams to understand customer service through content, performance, and relatability. That is the secret weapon.
In my experience, oftentimes, training has not been heavily invested in; however, the expectation that the team should know what excellent customer service is, is. It is disproportionate, but it is true.
If the expectation for your teams, is that they perform highly, shouldn't they be treated as such?
The answer is: YES! It has been proven time and time again from organization to organization.
A great example of maximizing the magic of practical Customer Service training is Chick-fil-A. This company is currently being recognized for the simple, but the authentic way they train their employees to connect with their customer through their classic Customer Service phrases:
"Please"
"Thank you."
"How can I help you today."
It's mind-blowing, but these phrases open the door to the practice of essential soft skills. These words work as cues through training that customers respond positively to. It's brilliant!
Think about how much time you have spent measuring your teams Please and Thank You's, and you'll get to where I'm headed.
When was the last time you put together a training about Please and Thank you and the whole cycle of communication that takes place when those cues are used in your environment?
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Training is the Gift that Keeps on Giving
It helps create a culture of satisfaction where team members embody excellent Customer Service and understand it beyond command or instruction. It is a powerful strategy!
So here are a few tips for you if you're missing the secret sauce to excellent Customer Service:
- Create training structured around simple cues and interactions.
- Learn how to measure what you've trained.
- Ask your customers how their experience was.
- Training is a continuous process, so you should ALWAYS be training consistently, whether that's weekly, monthly, or yearly.
- Make time for training. No excuses.
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