How to Increase the Performance of Your Customer Support Team

How to Increase the Performance of Your Customer Support Team

Customer service teams are on the forefront of the customer experience. They know probably more than you do (if you’re not serving customers directly) about what the customer needs and what they need to serve the customer. So, in addition to these tips, ask your CSAs to help you make their jobs better by incorporating an open door policy or a suggestion box so they can tell you how they’d do things differently.

Offer Training

A well-trained customer service rep is going to be a lot more efficient than one who is just thrown to the wolves. They will need product knowledge training, computer/software training, processes training and probably even human nature training to deal with customers the best.

Set Customer Service Standards

During training, set some basic standards for the service you want your team to offer. If you’re clear on these standards, your team will understand and follow through for you. Don’t set minimum standards, though. Set a real standard that you’re proud of and they’re proud to meet.

Use the Right CRM Software

One of the most important things you can do for your team is to invest in the right CRM software. There are so many to choose from that it’s beyond the scope of this article to tell you what to look for, but you can find a number of choices here as well as information from customers who actually use the CRM software, Featured Customers.

Set Individual and Team Goals

You can set a lot of goals, such as how many issues your team will clear in a day, as well as how many customers they turn from angry to happy. There are many goals you can implement. You can even let your teams set their own goals.

Give Them Authority

Any CSA will tell you that they need some sort of authority to deal with issues as they arise. Think of how irritated you are at a checkout in a store when the cashier cannot even get in the drawer to give you five ones, much less discount an item or refund an item. Don’t do that to your employees or your customers. Hire smart people who can make tough choices, and set limits but also set them free.

Provide Timely and Complete Feedback

Set a regular schedule for feedback and times when your team can ask you questions. Feedback on a job well done is just as important as feedback when a problem arises, if not more so. You want them to think of you as someone they want to work with – not someone they fear.

Reward and Recognize Your Team

When your team has done well, give them an award. You’d be amazed at how a 50-dollar gift card or a nice T-shirt can help employees and even contractors feel valued.

Understand Your Customer

It’s very important that you and your team all understand exactly who the customer is. They need to know more than their demographics. You might consider making many customer personas or having your CSAs do that for themselves, so that each time they deal with someone they can choose the persona and already feel they know them well.

Know Your Products

It goes without saying that you and your team should know your products inside and out. Most issues that customers have will be how to use something. If your agents know how to do it, and can fix the problem, then all will be well.

With the right training, recognition and goal setting, along with the right software, you can boost your customer support team’s performance in amazing ways. Once in a while, survey those customers who sought help about how they felt your team member did, so that you can always improve based on the consumers’ needs. In addition, survey your team to find out what they believe they need so that you can make their work more enjoyable and satisfying.

Hard Work Does Not Always Equal Results

Hard Work Does Not Always Equal Results

You’ve likely heard the myth that if you work hard, you’ll get great results. You’ve been told all your life that if you’re not measuring up, you’re just not working hard enough. It can be quite demoralizing when you think about it – especially if you are working super-hard and still not getting the results you want.

building-joy-planning-plansFind Your Passion

The truth is, if you’re working hard at something you’re not passionate about and don’t care about, it will feel like you’re working even harder than you are. If you find something you love, something that wakes you up each day full of excitement, then you’ll find that work doesn’t feel so hard.

Ignore Naysayers

There are always going to be people who think that you’re nuts for getting off their treadmill. They’re not going to understand why you’re doing what you’re doing. They’re still buying the myth that hard work alone pays off. Just put your nose to the grindstone and put your head down and follow your own path.

Accept Today for What It Is

You can’t change things suddenly if you don’t have a lot of money, so you might have to keep working the job that you hate while you work passionately for the things you love until you’re earning a living from the new thing. It’s okay; just practice acceptance for what is.

pexels-photo-57690Work Smarter Not Harder

There are things that you do each day that make a big impact, and things that don’t. Even if you’re still in a job, you don’t have to keep doing things that no one notices and don’t matter in the scheme of things. Do what matters. Let the rest fall where it may.

Keep Your Ethics

As you grow, it’s important to stay within your own moral compass. You can still get ahead even if you aren’t willing to compromise. Sometimes the fame or money just isn’t worth it, no matter how hard you’ve worked on what you’ve wanted.

Make Important Connections

One of the most important ways you can succeed in life is by making solid connections with others. Whether they’re family relationships or business connections, making good ones and keeping them will help you immensely.

pexels-photo-29594 Remember the 80/20 Rule

This is also called the Pareto principle, and it states that 20 percent of your actions cause 80 percent of the results. When you identify the actions that are getting you more results, you need to double down on those.

The truth is, working smarter not harder is the best way to approach anything. Remember the 80/20 rule too. When you can identify the actions that get more bang for your buck, you’ll be more successful than you ever thought possible.