3 Habits That Make Customer Service Teams Successful
Customer service teams are directly responsible for the happiness and satisfaction of your customers. Today’s customer service expectations are at an all-time high, and will only increase as they expect a seamless journey.
Today’s customers already expect instant communication, and that the individual answering their request already knows who they are and why they are calling. If your customer service team isn’t up to the challenge, customers will be quick to find another company that is.
So, what does it take to make a great customer service team? Here are three habits that will lead your team to success:
1. Document in Detail
Proper documentation by every member of your service team is crucial to the customer experience and includes the facts of the call: date, reason, outcome, next steps and any key information mentioned by the customer. The purpose of a customer management system is to streamline customer service issues. If a representative overlooks documenting their conversation and a customer calls in for the same issue later, the caller will have to recount the situation again. If the customer service rep can see this information, they will be able to quickly assist the customer.
2. Actively Listen
Before a customer service representative can help customers, they must actively listen. Active listening requires silence while the customer explains their issue or request. After they are finished speaking, the representative should repeat the underlying issue asking for confirmation before moving forward. A lot of times, if a customer feels rushed, they don’t fully express what they want. If they can’t express what they want, it is more likely for them to call again with the same frustrations.
3. Build Relationships Daily
The best customer service teams want to build relationships with others and they have the knowledge it takes to do it. Building relationships is how trust is developed among teams. While it may be easy to assume a representative is wasting time with unnecessary interoffice chatter, that’s not always the case. Teams that know each other develop a bond that makes it easier to work cohesively together.
Not every individual has what it takes to be a successful customer service representative. But, if you can instill these four habits in your daily culture, your customer service teams will be successful.