How To Get More Out of Your Customer Support Team
Your customer support team is at the forefront of you customers' experience. Their day-to-day tasks keep your customers happy (or so we hope!). The question is, how can you get more out of your support team? We have some ideas to spark your imagination.
1. Give them the proper tools to do the job. Being a customer-facing employee is no easy task. Your support team has to deal with all manner of problems and customer issues. Every customer contact is different. While some are a charm to work with, others can be... different. When these situations undoubtedly arise, make certain your agents have the right tools to do the job. Proper hardware: PC, headsets, monitors, etc. will make their job easier and more enjoyable. Go a step beyond and make sure they also have the right software to do the job. Having a powerful and configurable system to suit their specific needs is paramount. Having a knowledge base at their disposal is key. Automating as much of the process as possible to cut down their workload will make them happy, and they will then feed that happiness to your customers. Fun!
2. Show constant appreciation for their work efforts. Studies have shown that utilizing appreciation as a means to motivate can be incredibly worthwhile. Make certain to show appreciation for your team, their work, their efforts, and their results in order to push them to even higher customer support excellence. Appreciation is motivation. Keep up the good work!
3. Take advantage of their competitive nature. It's not much of a shock that most of us are competitive in nature. We all want to be the best. Number one! Use this fact to your advantage when it comes to your support team. Help foster a feeling of competition between your team members. To see who can get the highest customer service satisfaction rates. The right customer support software will come with customer satisfaction surveys integration. Challenge your agents to get the highest scores! Use incentives to drive the competition forward. Not only will your agents have a great time, your customers will be satisfied, and your company will thrive. Go go go!
Get the most out of your customer support team by utilizing some of the ideas outlined here and you are certain to see results. Give them the right tools, show them your appreciation, and create an environment of friendly competition and incentives to drive your support satisfaction forward.