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How to Create and Keep an Engaged Customer Service Team

It’s a very achievable goal… Your business can be known citywide, nationwide, and even worldwide, for exceptional customer service. We know that word of mouth can be a very powerful business resource, and when a customer is more than satisfied, thrilled even, they are going to let people know.

Of course, in order to provide this amazing customer service, you’ll need an amazing customer service team.

Fortunately, you have the ability to create, and keep, the customer service team of your (and your clients) dreams. Here’s how:

  • Hire consciously – sometimes a positive attitude and outlook will go a lot farther than experience alone. Don’t discount a potential candidate simply due to lack of experience. On the other side of that coin, don’t hire someone just because they bring experience.

  • Assign a mentor – Have your best, most positive and high achieving, staff mentor your new, or struggling staff if everyone is open to the idea. Encourage the mentorship, but don’t force it.

  • Robust training – More training can equate to more confidence for your staff. More confidence will translate when your clients call.

  • Equip employees with problem solving power -Of course, consistency is important, but sometimes there are one-off situations that require decision making skills. Empower your employees with this ability.

  • Create and assign one off projects – If the customer service role can become somewhat monotonous in your organization, delegate! If there are research projects, or even other pieces of work that can be handled by your customer service members, give them a break from the routine once in a while. The challenge will help to keep them engaged, and the break will be refreshing.

  • Consider incentives and competitions – If your team like a friendly competition, create one that focuses on successes such as customer satisfaction, or other “non-traditional” targets. It doesn’t have to all be focused on sales or call volume.

  • Reward a job well done – A little “thank you” or public pat on the back can go a long way. If your customer service staff are feeling appreciated, your customer will know it!

  • Keep the supervisors and managers engaged – Nothing kills the positive vibe of a team as quickly as a disengaged or dissatisfied manager. Ensure that the leadership of your customer service team is a source of inspiration and encouragement.

  • Offer work/life balance – Yes, this can be tough sometimes with a customer service team given call volumes, peak hours, etc. But overworked staff are not happy staff.

If you need even customer service support, we’d love to chat!