No matter the industry you work in, customer service is an essential aspect of what you provide. It is communication on the front lines and a vital way to interact with the public. Tensions have been heightened in public during the pandemic, as seen in the news and viral videos. The customer-facing part of your team should have comprehensive training and knowledge of providing stellar service to your customers. As your team leader, you can use methods to help your employees represent you, your ideas, and your values daily.
Show by Example
Your team, led by your example, will strive hard to provide superior service. If someone on your team makes an honest mistake, you should have their back and protect their intentions. They will not constantly be perfect; they might lose their composure or say the incorrect thing but can recover from their errors when they know you will stand behind them. If you implement proper training and resources and there is a mistake in customer service, be open to letting your team know they can reach out to you.
Have Their Backs
Your team, led by your example, will work hard to provide outstanding service. If a team member makes 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.
Provide an Outlet
Daily and even hourly, your team will deal with frustrated customers. Whether or not they are disappointed with your organization, they will vent their grievances directly to your team. Provide your people with the knowledge to discuss problems; have a pleasant outing to enhance morale and let them know you appreciate their demanding work. Some days, the thick skin they need to have can be balanced by your positive input on their outstanding work.
Give Training and Resources
Your team can’t function at its best without proper instruction and resources. If their everyday tools don’t work or uncomfortable working circumstances, they may not provide the best customer service. It's easy to get frustrated when they cannot fix customer problems due to inadequate equipment or issues you can remedy. Your team needs to have resources and the right things to feel empowered and give exceptional service.
Customer service begins with leadership. Without a strong and influential leader to demonstrate the proper way to treat others, your team won’t perform at their best. For additional advice on improving your customer service skills, contact WSi Healthcare Personnel.