Every great company always looks for ways to improve themselves, to make an already good customer service team into a great one. We are all looking for what will help set us apart from competitors and give us an edge over everyone else.
Knowing where you want to go is one thing, but getting there is another. Where do you start? To begin, let’s review some key points. Why is customer service so important and what impact does it have on the bottom line?
Without a doubt, a great customer service team:
In order to get your team where you want to be, you need to look at key metrics both on the team and on individuals. The measurements should be driven by your company and team goals, and meet customer requirements.
Review trends to see where the strengths of your team are on a daily, weekly and monthly basis.
Share results with the team regularly. Additionally, it is important to schedule more in-depth discussions with individuals to review their progress and provide direction. This helps everyone understand the rules and how their scores fit within the team.
Here are some of the most common ways to measure the performance of a customer service team:
1. Quality of work (Take case samples for each individual and as a team)
For each item you are measuring, reviewing the trend over time will help you understand if the team and each individual are improving or need guidance to improve and succeed.
Although it is great for a manager to come up with ideas, it is also very important to listen to the voice of the customer as they are the first point of contact to your support team and their input is invaluable. Without the customer, who are we?
It is also extremely important to engage your team and involve them in decision making. Encourage them to come up with ideas, solutions to problems and better/more efficient ways to help customers. Respect your employees. By doing so will result in happier employees who are interested in improving themselves and the team.
This short Forbes article from Micah Solomon underlines the importance and benefits of respecting your employees.
Our Geotab blog post “Customer Support: The New Competitive Differentiator” discusses how the quality of customer service has become even more critical in the current economy.
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