Join Jeff Toister for an in-depth discussion in this video Aligning the team around outstanding service, part of Managing a Customer Service Team.
- When the wheels on your car aren't properly aligned it becomes difficult to keep it pointed in the right direction. Customer service teams are the same way. Everything needs to be aligned with your customer service vision so the team can deliver outstanding service. This video will introduce you to a tool you can use to conduct your own customer service alignment check. You may want to download the alignment check worksheet that's contained in the resource files for this course. We'll go through the assessment step by step so you can check your team's alignment.
The assessment consists of five statements. Rate your organization on each one using a scale of one to five with one being almost never and five being almost always. Here's the first statement. Our organization sets clearly defined goals that represent progress towards the customer service vision. This element looks at how well your smart goals are aligned with the customer service vision. We consistently hire employees who are passionate about our customer service vision. This element looks at hiring.
Not every employee will be a great fit for your team. Employees are given sufficient training to teach them how to deliver customer service that matches our customer service vision. Your customer service vision is only effective if employees can describe it and explain how it relates to their jobs. Employee roles, responsibilities and expectations are clearly defined and linked with our customer service vision. It's important to ensure that customer service standards, job descriptions, and policies are all clearly linked to the customer service vision.
Employees are routinely given feedback on how well their performance matches our customer service vision. Feedback is critical for ongoing development. Just like a driver nudges the wheel to keep a car on course, a customer service manager must constantly monitor employees and ensure they're focused on the right things. Now that you've rated your team's alignment it's time to add up your scores. You may want to pause just a moment and then hit play again once you've added them all up. Okay, do you have your score? Let's look at how you did.
A score of 20 to 25 indicates alignment. Key elements of your team are all pointed in the right direction. A score of 13 to 19 indicates partial alignment. Some elements are pointed in the right direction, but a few adjustments are necessary. A score of 12 or less indicates the team is out of alignment. If your score is in this range, don't worry. The nice thing about this assessment is you can use it to spot some easy fixes to improve customer service. If your score indicates alignment, congratulations.
Very few customer service teams are fully aligned. Most customer service team's alignment scores fall below this range. So it's very normal if your score indicates partial alignment or is even out of alignment. Many customer service leaders want to help their team improve, but they don't know where to start. This assessment is designed to help initiate that conversation. You can use it to engage employees, executives, and other key stakeholders in discussions around improving the team's performance.
- Clearly defining outstanding service for employees
- Evaluating service quality
- Identifying obstacles to outstanding service
- Aligning resources to optimize service delivery
- Calculating the cost of poor service