Join Jeff Toister for an in-depth discussion in this video Getting your team obsessed with service, part of Managing a Customer Service Team.
- Customer service leaders dream of having a team of talented employees who are all focused on delivering outstanding customer service. My hope is this course has given you some tools, resources and ideas to get there. I'd like to share one last idea to help you get your team obsessed with customer service. Employees tend to understand how important something is based on how often you talk about it. In other words, if you want your team to be obsessed with service you need to be obsessed with service too. It starts with a strategic plan that includes a customer service vision, service standards and goals.
The great teams are aligned around these three things, and talk about them all the time. Leaders share constant updates with the team, so they know what's going well, and where improvements need to be made. They dissect customer service feedback, search for problems, and constantly focus on identifying ways to improve service. The best customer service leaders also discuss service one on one with their employees. Each of these discussions touches on customer service vision, standards or goals in some way.
I've created a customer service resource list to provide you with additional resources to help you get your team obsessed about service. You'll find websites, blogs, and books that can help you deepen your understanding of what it takes to build a world class customer service team. I've also included a link to my customer service tip of the week email. You can sign up your team so they'll receive one email, once per week, with one specific tip. Customer service leaders tell me this is a helpful way to remind the team about the customer service fundamentals we should be practicing each and every day.
I know from experience how hard it is for a customer service leader to set aside time for your own development, so congratulations on making it to the end of this course. Now comes the real challenge, putting it all into action, and helping your team take their customer service to the next level.
- 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