Navigating today’s consumer marketplace is rather like walking a tightrope on a windy day. Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry.
The question is, “How can you develop a top-notch customer service team that will be able to win over loyal clientele and quash your competitors’ attempts to woo them away?” Here are a few steps to help you achieve exactly that–a customer service dream team.
Hire the right people
While there are some benefits to hiring team members who possess a Degree in Customer Care Management or Customer Service, there are several important qualities that many believe cannot be taught. They are intrinsic characteristics that are embedded in some people’s personalities.
People skills. Some people are simply more bubbly, sociable, and empathetic than others–and each of these is a key ingredient in making an excellent customer service person. Watch for these qualities when conducting interviews and checking out references.
A Desire to Make It Right. It is often said that you can’t train someone to “care.” That is why it is salient to select candidates who possess the desire to solve customer problems and formulate win-win situations. Here are 6 questions to ask call center candidates that may prove helpful.
If you do want to hire someone with an educational background in customer service, a Degree in Customer Care Management, typically, provides students with training in Oral Communication, Business Writing, Critical Thinking, Marketing, Leadership, and Management. Another viable option is to hire someone who has acquired this knowledge through on-the-job experience.
Provide training
If your dream team is already in place, but would like to “tweak” them a “tad,” you may wish to provide them with some training.
On-line Options. Thanks to the flexibility afforded by on-line courses, your employees can maintain their job commitments and study simultaneously. Whether you opt to fully or partially reimburse their tuition fees, offering your employees the chance to enhance their knowledge will not only create a more thoroughly trained workforce, but it will also foster strong morale. If you are not familiar with distance learning check out what employers think of online degrees.
In-house Training. Your company has its own unique culture, policies, and way of doing business; therefore, there are times when in-house training is the best choice. Not only will this training keep your team abreast of new products, policy changes, and fresh technologies and processes, but it will also aid with team-building.
Encourage Team Work
It’s hard to maintain an upbeat, customer-oriented attitude if bad morale is chipping away at your team’s cohesiveness. It is important to engage in regular team-building activities and celebrate the fruits of your team’s efforts.
Rejoice. Rewarding your team for their successes is important. Not only do extrinsic rewards build up morale, prevent employees from seeking employment elsewhere, and create a positive workplace, but they also motivate employees to adopt desirable behaviors and practice new skills.
Cross-train. It is also important to afford employees the opportunity to teach one another new skills and processes. Not only does this provide positive reinforcement to the trainer, but it also ensures that you have a more adaptable and skilled team overall.
Set the example. Always remember that you lead by example–even when you think that no one is watching. You need to constantly model the behaviors that you would like your staff to emulate.
By hiring the right people that possess all the right traits, providing opportunities to learn, fostering a strong team mentality, and modeling stellar service skills, you can create a dream team that will save you from the tightrope and return you to solid ground.
Do you think that customer service employees should hold a degree? Why or why not?
About the Author
Kimberley Laws is a freelance writer, avid blogger, and certified Career Counselor. You can follow her neurotic and OCD ramblings at The Embiggens Project and Searching for Barry Weiss.