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?
Learn from the Best
Jump To Section
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?
Earn As You Learn
Earn 25% commission when your network purchase Uplyrn courses or subscribe to our annual membership. It’s the best thing ever. Next to learning, of course.
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.
Uplyrn for Teams
Get unlimited access of Uplyrn’s top video courses for your team. Host virtual classes to facilitate interactive learning. Create a more well-rounded, cross-trained workforce, and increase your team’s effectiveness.
Set apart your organisation with mentorship and coaching. Launch Mentorship and Coaching Programs that will facilitate your employees towards a deeper understanding of their passions, strengths, talents, personalities and values. Don’t you want to see your organisation better positioned for success?
For Lecturers
Join us to create and sell online courses. Bring your in-person classes to life online. Transform your knowledge and skills into a thriving teaching business. Stay focused on what you love - we handle the rest.
For Mentors
Being a mentor serves as a way to give back and is an important development and learning experience. Guiding and helping rising talent is the best way to learn yourself.
For Coaches
Coaches gain satisfaction from helping people develop and achieve their goals. An opportunity to make a difference and see first-hand the huge impact you make on other people’s professional and personal lives.
Leave your thoughts here...
All Comments
Reply