Customer service team collaboration is important for quality and consistent customer service. You need to make sure that the customer service team have a sense of unity, enthusiasm and share the responsibilities and interests that are required for a flawless customer service.
Strong customer service collaboration can help in creating positive customer service experiences. It will ensure that the customer service representatives deliver the quality of services that their customers expect. Teamwork is important to ensure that the processes and personnel support each other.
Here are some tips that can help in improving customer service teamwork and collaboration.
Tips to Improve Customer Service Team Collaboration
1. Clearly State the Team Objectives
You need to clearly state the objectives for your customer service team. To that end, OKR (Objectives Key Results) is a technique used by Google to define and monitor team objectives. The process’ main goal is to connect the team, individual members, and company goals with measurable results.
The best thing about using OKR is the ability to clearly inform expectations of the leaders and to connect different goals. The goals are clearly communicated to everyone. In this way, the team moves forward in one direction knowing what they have to achieve to ensure customer service satisfaction.
2. Highlight Performance of the Team
To further boost customer service collaboration, it’s important to highlight individual progress. It’s important to let everyone one know how the team is performing. One effective technique used by companies such as eBay and Skype to track team performance Progress, Plans, Problems (PPP). The technique allows the management to highlight achievements, challenges and current goals.
3. Create a Sense of Belonging to the Team
Richard Branson, the UK entrepreneur, had stated that it’s important for employees to work in a closely-knit group where there is mutual respect, and who will stick together when times did turn bad. The team members must have a sense of belonging. Allow your customer service reps to develop norms and guidelines for the entire team so that they can develop belonging.
4. Ensure Open, Respectful, and Honest Communication
Another important priority is to ensure that the communication is open, respectful, and honest. Make your customer feel as if they are other team members. You must ask team members questions for clarity. They must spend their time listening rather than presenting rebuttals. Clear communication between the team members will ensure better team collaboration.
5. Use Collaboration Software
Using technological tools can also help in improving collaboration between the customer service representatives. It will help improve accuracy in providing customer service. Customer service collaboration software like live chat software will indicate when the ticket is open and being responded by other operators. This will help avoid duplication. Customer service can view drafts of replies in real time and share comments with the team members.
Ultimately, customer service teamwork is an important means to ensure maximum customer satisfaction. These five tips will go a long way in improving teamwork between the customer service rep. With strengthened communication and collaboration, better customer service will result in increased customer retention rate, making a positive impact on the company’s profitability.
