Building a strong Customer Service Team

There are increasing demands being made of the members of the team's front line, and sometimes the pressure can be heard by the customer. As the leader of a client facing team must be aware of what's happening with the team - how best to support, develop their skills and handle some difficult situations. Building a strong customer support team is not easy. Here are some tips to build and strengthen your team:

Hiring the right people
Decide in advance what skills, strengths and personality that you want on the team. The team creates their own culture based on leadership. Be clear in interviews about what expectations you have for the job, what creates success and how it will be measured. As you narrow the candidate is a good idea to have them meet a few people on the team. Let the candidates have an idea for the team can work with.

Being a team member, as well as managers and leaders
A successful team is only as successful as each individual team member. By viewing each role as an integral part of the team, not as a subordinate, each team member feels appreciated. This translates into greater confidence, communication easier and better individual and team results.

Model the behavior you want to see
As a leader you are the role model for the team. They set the tone based on you. When things go bad they look to you for help. After a tough customer to call is important that they feel able to say about it - for two reasons: you do not want to be broad sided by an irate customer or the customer's issue, and you want your team to have confidence in you. You can gather information after a call that lasts for help in identifying trends in product related issues and identify any training or interpersonal problems. The sooner these are identified, the better.

Objectives set by mutual agreement
It's amazing what happens when team members are invited to set monthly goals! They gravitate toward those activities that best utilize their skills. Once team members are clear about the overall objectives can begin to make them his own. Explore how they can support and promote the best departmental objectives. In a month in a meeting that you invite your direct reports to prepare for what everyone feels are reasonable goals for the next month. Your role is to ensure that these objectives are the individual and the team move forward in achieving the general objectives. Delegate all tasks that you feel is best done by this person, if they have not already added to the list. Inform the member of the team because you want them to take on (remember that the buy in is much greater when you include the possibility). If the team is working in harmony progress towards the completion of these increases in objective. Result: a more motivated, productive team.

Manage problems as they arise
Just as we want our customers' problems to be treated immediately, it is important to facilitate the resolution of problems as they present. Here is a control point: to leave your team members to go out and try new things, take risks and manage the consequences, but you have to be there as a support system, if they need to help you and, if necessary. Be there, be available and be supportive.

Develop your team members
Look at every team member as an individual. If one of your team members is very detail oriented person who try to give the process activities that utilize these strengths. If another team member is a high-level type of person who gets good results with the efforts of other people get involved in a team project. Taking this approach will result in happier individual, team members more productive and satisfied.

The bottom line is that you as the manager set the tone, direction and expectations for the team. How to work with each person, the team and every situation is an important part of creating a team positive, focused and energy!

For more information on how to lead your team the best customer care service to participate in the Canadian Management Centre Delivering superior customer service for supervisors and managers .......