1. Find people who are bold and passionate
If customers have a problem, they want it to be resolved in a timely and effective manner. The obvious requirement for this is a technically competent team that is improving in the area of customer support, mainly in such soft skills as empathy, active listening and problem solving.
2. Ensure optimum boarding
Do you want your customers to have maximum satisfaction? Then equip your valuable employees with the tools and training to satisfy (almost) unknown customer needs. The realisation of a standard "embarkation" of colleagues is an excellent starting point. Try, for example, a rotating buddy system whereby more employees ("buddies") function as one unit and collaborate with one another while working.
3. Focus on employee training
If your customer support team has several specialised areas, put them together so that new employees can become acquainted with one of them before moving on to another skill and starting career growth.
Provide professional competence to team members who can focus in greater depth on one area and become specialists in their field.This will enhance their job satisfaction and support the process of work progress.
4. Offer global educational opportunities
Imagine the tremendous benefits your company could gain from an employee with experience of the challenges, operations and strategies you deal with at international level. Global learning is an extremely valuable experience. Upon their return, employees can present what they have learnt to a wider team of colleagues. In general, this investment will promote the exchange of knowledge, as well as reward high-performing employees with international opportunities.
5. Appreciate and celebrate your achievements
Working in customer support can be a challenging and often thankless task. Thus it is good to recognise team members who go beyond the call of duty to ensure maximum customer satisfaction. How do you appreciate the performance of such employees and support their career growth? Organise team events, give personal gifts, and appreciate those who can improve morale in the workplace and encourage colleagues to make more of themselves.
6. Now for some fun!
Last but not least, it is also important for work to be fun. Make sure birthday and business anniversary celebrations are organised so people become better acquainted and connect. Entertainment should be high on your priority list. If your team does not enjoy a good time together, how can you expect it to create excellent conditions for your customers?
If you want to provide customers with the perfect service, pamper your employees, give them training opportunities, motivate and appreciate them. Only thus will you increase the performance of the team, whose members enjoy going to work and give 100%.
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