These tips were published by the British website Call Centre Helper.
Tip no. 1: Communicate your expectations to your employees clearly
If an employee is not sure what you want from them, how they should work or what they can expect, it will definitely be evident in their motivation and confidence. Always communicate any changes and expectations to your team in a transparent, understandable and clear way.
Tip no. 2: Work on preventing problems
When it comes to customer service, it can be frustrating to employees if they are constantly solving problems and „putting out“ fires. Customer service is also there to prevent problems and to keep them from becoming more serious. In the long term, you should also focus on this facet of customer service, and you will also have more satisfied employees.
Tip no. 3: Listen to your team
Regular customer service agents are those who are most frequently in touch directly with clients, and thanks to their experience they have a lot of ideas and insights into how the whole system of customer service works. Listen to your team members and try to act on their ideas and needs.
Tip no. 4: Empower your employees
If they lack sufficient authority to truly change things and work effectively with clients, it can easily happen that employees become frustrated and dissatisfied. You must give your employees enough power and ability to work effectively with clients. You also have to show that you trust them.
Tip no. 5: Give employees appropriate tools and programs that work
Without appropriate tools that work, such as quality systems and CRM programs, your employees simply cannot work efficiently. Give your them tools that will rally help them and that will not serve as another obstacle that employees have to overcome in order to do their work.
Tip no. 6: Reward your employees sufficiently
No matter how hard you try, if your employees think they aren't being paid fairly, they will not be happy, motivated or invested in what they do. Reward your team members in a fair and sufficient manner.
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