6 Tips for Empowering Teams to Deliver Unforgettable Customer Service

Excellent customer service is critical to business success because it directly impacts customer loyalty and brand reputation. On the other hand, a poor customer service experience results in lost sales and revenue. More than three-fourths of customers have bailed from a transaction because of experiencing poor customer service. Research demonstrates that 12 positive experiences are necessary to negate one negative one.

Fortunately, companies can empower teams to deliver unforgettable customer experiences. However, empowerment requires more than just training. It also requires inspiration by fostering a support, motivation, and continuous improvement culture.

Leaders can use several key strategies to inspire their teams to deliver an outstanding customer experience.

1.  Maintain a Supportive Culture

A supportive culture that encourages continuous improvement is vital to excellent customer service. Every other strategy flows from this supportive culture. Leaders create this culture by being empathetic, encouraging team members, stimulating dialogue, and listening to and acting on employee suggestions. Mistakes are viewed as opportunities to learn rather than failures. Building such a culture must be intentional and supported by an organization’s values.

2.  Educate and Motivate Your Team

Employee training is key to improving customer service. In addition to enhancing knowledge and skills, training increases employee morale, engagement, and retention. Training can take many forms. Workshops, conferences, or retreats are a popular way to help team members understand customer goals. Consider hiring a motivational keynote speaker specializing in customer service who can inspire and equip employees to serve challenging customers better. A successful offsite event can provide a place for team members to discuss their frustrations, strengths, and weaknesses with peers and mentors in their industry.

3.  Clearly Communicate Expectations

Employees thrive in an environment where they understand management’s expectations. Leaders can ensure their team knows what’s expected through clear and direct communication, including goal-setting. Practical goals should be SMART, which means they are:

• Specific
• Measurable
• Achievable
• Realistic
• Time-bound

For example, a SMART goal might state “to improve customer satisfaction ratings on surveys and online reviews by 10 percent by March 5.”

Leaders should also regularly check in with their team to address any concerns or make adjustments as necessary. They should also explain the reasons behind each goal. Employees who understand why goals are set are more empowered to make decisions to help achieve the goals.

4.  Utilize The Proper Technology

The best leaders connect employees with the tools and resources necessary to meet company goals and develop them professionally. Technology, such as customer relationship management systems (CRM) and live chat software, can help make customer connections and handle issues quickly. Strong internal communication systems can also promote knowledge-sharing among team members, allowing for quick responses. Software that manages help desk tickets or visually maps the customer service journey can also help improve customer service.

5.  Offer Recognition

Employee recognition is highly correlated with improving employee engagement, and better employee engagement is highly correlated with better performance. An effective recognition program also aids in employee retention. Retaining employees also enhances customer satisfaction ratings because experienced employees know the company’s offerings and customers.

Employee recognition can take many forms. Sometimes, a thank-you note, especially a handwritten one from a leader, can be effective. However, peer-to-peer recognition programs sometimes carry more weight and have the added benefit of breaking down silos. Public recognition, such as employee of the month programs, also provides incentives for stellar service. Finally, incentives such as extra time off, prime parking spots, or gift cards can also be effective ways to recognize customer service.

6.  Exhibit Emotional Intelligence

Emotional intelligence is the ability to manage one’s own emotions and understand the emotions of others. It overlaps with skills such as excellent interpersonal relations and conflict management. A team member with high emotional intelligence can manage difficult situations with customers more easily.

Although research suggests that birth and childhood environments influence emotional intelligence, team members can improve their emotional intelligence through training and practice. The first step is for team members to be in touch with their feelings. They name the emotions they are experiencing and track strong emotions throughout the day so that it doesn’t control them. Mindfulness, such as breath work and meditation, can help team members manage their emotions, especially in conflict. Learning to pause before responding can help team members respond to customer service issues in a controlled way.

Emotionally intelligent team members also know how to listen with empathy to the needs of others. They can see things from their point of view and respond to each situation with compassion. They are clear, direct communicators.

Equip Your Team to Provide Stellar Customer Service

A strong customer service operation can increase sales, revenues, and profits. Leaders can empower teams to provide unforgettable customer service experiences by creating the right culture. A customer service culture includes tools and resources, clear communication, an excellent recognition program, and leaders and team members with high emotional intelligence. Incorporating these elements into your team’s day-to-day fosters an environment where employees are motivated and equipped to provide excellent service to your customers.