When working on Customer Service Skills projects, I am frequently asked by senior managers what are my thoughts on getting customer service teams to raise their levels of customer service provided to customers.
The response is more than just ‘train them on customer service skills’. In fact for me, there are several things that need to be in place if a company is to truly raise the bar on customer service:
- Ensure that any learning and development is 100% relevant to the team. Sending one person on an open course and asking them to come back and develop the rest of the customer service department just doesn’t work. Customer service representatives need to be able to understand the appropriate customer service skills within the context of their roles and in light of the types of service issues they have to deal with.
- Once frontline staff have attended a customer service skills programme, create a forum for them to practice using those skills regularly outside of the training room, but away from the ‘live’ floor. Design a forum where they can have fun using different techniques and receive constructive feedback from colleagues as well as the trainer or their manager. Depending on the experience of the team, this could take the shape of group learn sessions. These practical, short sharp forums should be innovative in design and fun, so that staff look forward to them and see improving their skills as a positive way to develop. These types of forums can also provide people with an option for discussing particular difficult situations and gaining support from others on how to deal with certain issues and challenges. This increases customer service skills and reduces stress.
- Customer service managers also need to be aware of the motivation levels of front line staff. How can you be expected to be confident and buoyant when dealing with an angry customer if you are unwell, or worried about something at home. Managers need to do more than just performance manage individuals on a regular basis, they need to build a relationship of trust with individuals, so that any issues can be spotted early, or discussed and support provided as appropriate.
- Skills gaps should be bridged by in-house coaching ideally from the team leader or anyone else in the know and trained to coach.
- Working in a busy customer service department or call centre can be very stressful and understandably where attrition rates are often highest. I have worked with many organizations, both large and small, where job rotation has proved to be a real benefit. Senior managers immediate reaction is, ‘that can’t work here’ however, with some thought it can be made to work and does provide for a more flexible work force, as well as a more motivated staff.
- And above all, when the right levels of customer service skills training are provided, when performance is being well managed, when people are given an opportunity to discuss performance and practice their skills in a safe environment, when staff feel valued for the contribution they make; give them some autonomy and trust them to look after their customers.
By Kasmin Cooney | Righttrack’s Managing Director