This article provides an overview of how to set your customer service team up for the success of your business. It’s a multi-step process; read till the end.
Having the right technology to set your customer service team capable of promptly resolving customer issues at their convenience is essential. Additionally, it is crucial to have highly trained, friendly, and reliable individuals available whenever necessary. Your support team members must consistently deliver excellent service.
The customers want that, and they will usually only give you a single chance to fulfill their expectations. For a business to deliver excellent customer service, there may be different requirements based on the product and service, the customers, and the preferred method of communication.
Let’s discuss how to set your customer service team up for success in detail.
How to set your customer service team up for success?
Below are some of the ways to set your customer service team up for success:
Your Company’s Definition of “Excellent Customer Service”
Customer service is claimed to be excellent by most companies. There’s room for improvement since not all customers have excellent experiences, and defining “excellent” is the first step toward improving.
Including your entire team in the definition of service quality is essential before you set your customer service team. Your support team will be measured against a standard you have defined for “excellent service” at your company.
Choose the Channels You Want to Support
In the pursuit of excellent customer service, it is tempting to say, “We’re available 24/7!” But small teams won’t be able to provide consistently high-level support across all possible channels and time zones.
It’s far better to allocate your team to a few channels and provide quality support on those channels to provide consistent customer service. How does your support team decide which channels to monitor?
- Discover what your customers use: Make sure you’re available on the platforms your target audience is already using, and look at what your existing customers gravitate toward.
- Take action: Support channels vary from product to product and service to service. For example, it’s often easiest to get technical support by email, but it can be frustrating over the phone.
Live chat is another example since it is ideal for retail products such as banking or clothing, where a back-and-forth discussion with a knowledgeable agent is often required. When choosing which channels to support, keep this in mind.
Make Sure the Right People Are Hired
Hiring an excellent customer support team is crucial to providing high-quality, reliable customer service. When hiring support team members, you should ask the following questions:
- What type of personality makes a good support person? Consider emotional intelligence, empathy, and resourcefulness, and then delve into your company’s culture.
- To be an adequate support professional, what skills should they possess? How much technical knowledge, license, or software knowledge do they need? Include any necessary or desirable skills in your job description, screening process, and interview questions.
- What are your plans for integrating them into your team? Prepare a training schedule for your new employees after they’ve been hired to explain the company’s culture, service approach, and products and services they’ll be responsible for.
- When it comes to keeping them, how do you do it? Those who are thoughtful and engaged in their roles will strive to grow and learn continuously. Make sure they know where they are headed by setting a career path and giving them regular feedback.
Take the Correct Measurements
The majority of customer service activities can be measured easily. Even though your customer service software will generate detailed reports, it will not be able to tell you which numbers are essential to your team and what actions need to be taken to improve them.
Your metrics should be meaningful and authentic – presenting a false picture is not worthwhile because your customers will eventually expose the truth. Your team should also be able to influence those measures; otherwise, they may prove to be useless at best and potentially demoralizing at worst.
Establish some internal targets for your team after choosing your initial metrics and taking baseline measurements.
Choosing the Right Tools
The cost of battling with slow or unhelpful tools is too high for your support team, who could be much more productive and useful if they spent their time and energy helping your customers instead of battling with these tools. Despite this, some companies with limited budgets do not prioritize customer service tools among their priorities because of budget constraints.
Every day, for every interaction with a customer, your team is going to use these tools. Speed, comfort, and accessibility improvements, even if they are small, will quickly add up. It is not just your help desk that is included in customer service software – it’s also any internal tools that are used by the team and any productivity tools that individual employees use, such as text expansion and screenshot management.
So now you must have understood how to set your customer service team up for success. Since you’re now aware that an excellent customer service team is essential for customer satisfaction and for businesses to succeed, why not check out Temasys’ Skylink Cube for uninterrupted real-time customer assistance?
Temasys customer and technical support system is a leading customer service provider whose solutions simplify it for organizations to further develop client experiences and services with live voice, video, texting, and more across their digital platforms.