No matter what business you’re in, customer service is an important aspect of what you provide. The customer-facing part of your team should have extensive training and knowledge on how to provide stellar service to your customers. As the leader of your team, there are ways you can help your employees represent you and your ideals on a daily basis.
Lead by Example
Your team will experience the benefits of excellent customer service when you show them how to treat others. When you communicate graciously and effectively, your team will follow suit. Everything you do in the presence of your team and behind their backs will be a reflection of how you want them to treat customers.
Have Their Backs
Your team, led by your example, will work hard to provide great service. If they make an honest mistake, you must have their back and protect their intentions. They won’t always be perfect, they might lose their patience or say the wrong thing, but can recover from their mistakes when they know you will stand behind them. If you provide proper training and resources and there is an unintentional error in customer service, let your team know they can come to you.
Give Them an Outlet
Day in and day out, your team will deal with frustrated customers. Whether or not they are frustrated with your company, they will probably vent their complaints directly at your team. Give your people the ability to talk about problems; maybe have a fun outing to improve morale and let them know you value their hard work. The thick skin they need to have on some days can be balanced out by your positive input on their good work.
Provide Training and Resources
Your team can’t perform at their best without proper training and resources. If their everyday tools don’t work or they have an uncomfortable working environment, they may not be able to provide the best customer service. When they are unable to fix problems for customers due to faulty equipment or issues you can remedy, it’s easy to get frustrated. Your team needs to have resources and the ability to fix things to have a sense of empowerment and provide excellent service.
Customer service starts with leadership. Without a strong leader in place to demonstrate the proper way to treat others, your team won’t perform at their best. For help improving your customer service skills, contact WSi Healthcare Personnel.