Vous avez du mal à gérer votre équipe de service client. Comment se remettre sur les rails ?

Managing a customer service team can be challenging, especially if you're feeling like things aren't running smoothly. To help get back on track, you need some more information about the specific struggles you're facing. Here are some questions that might be helpful: •What are the main issues you're encountering? •What's your current team structure and size? Do you have enough staff to handle the workload? •Are you equipped with the technology and systems you need to be efficient? •What are your communication channels like? How do you communicate with your team and customers? However, here are some general tips that may be helpful: - Focus on your team - Improve your processes - Strengthen communication

While managing an customer service team it's important to find out what is not going well. You need to align with the day to day activities and also make sure your team is in line with them. Keeping the team motivated is critical, getting the right feedback and making sure the team is aligned with the feedback and how we can get back to track and align is critical. Having SOP is also critical

The first step to getting back on track is to understand what's going wrong and why. You need to gather data and feedback from various sources, such as customer surveys, employee reviews, performance reports, and quality audits. Analyze the information and identify the root causes of your problems, whether they are related to your processes, policies, tools, training, or culture. Be honest and objective about your strengths and weaknesses, and prioritize the areas that need the most improvement.

If you're struggling to manage your customer service team, it's important to assess the current situation and identify areas for improvement. Evaluate the current performance of your customer service team. Review key performance indicators (KPIs) such as response times, resolution times, customer satisfaction scores, and ticket volume. Examine customer feedback, reviews, and complaints to identify recurring issues or patterns. Use customer feedback to understand pain points and areas for improvement.

I believe the first step to leading a great customer service team is getting to know your people and building robust relationships where people can be honest and forthright about what is and isn’t working without fear of retribution. If you want to know what is wrong you need the team to tell you - they are where the rubber hits the road and they know where the potholes are!

Clearly define the goals and expectations for your customer service team. Ensure that team members understand their roles and responsibilities.

Once you have a clear picture of your current situation, you need to define what you want to achieve and how you will measure your progress. You need to set specific, measurable, achievable, relevant, and time-bound (SMART) goals for your customer service team, such as reducing the average handle time, increasing the customer satisfaction score, or decreasing the attrition rate. Make sure your goals are aligned with your business objectives and customer expectations, and communicate them clearly to your team members.

It's important to set clear goals using SMART methodology. It's not just about setting goals but also provide right support (Coaching / Feedback) to the team members. Ensure goals are aligned with the organizational objectives and achievable for the team members. Conduct Pre-shift, Post-shift,1-0-1 meetings, consistently review the performance and empower team to achieve those goals.

This helps in understanding the process to follow and reach the set goals. Setting up tasks, working towards the completion of the goals with individual as well team responsibility

Inspire your team with clear goals—SMART ones! Align with business and customer needs. Communicate openly for shared success.

This is one of the key or most important points in the customer relationship process. The Engineers who attend and are the direct contact are key and high-value people who must be continuously trained in the various technical and service topics. It takes a lot of time and resources to train service engineers, and it's not easy to find someone to fill the profile. I recommend that this group of engineers be highly appreciated by the company, and this appreciation is reflected in their work conditions.

Aside from those already shared, I'd seek feedback from the team and understand their input. At the end of the touchbase I'd ensure alignment and commitment to work on our common goal.

Communication and Feedback: Foster open communication within the team. Encourage team members to share their insights, concerns, and ideas. Establish regular feedback mechanisms to address individual and team performance. Training and Development: Identify any skills gaps within the team and provide training or professional development opportunities. Keep the team updated on new products, services, or changes in policies to enhance their knowledge.

One of the most common reasons why customer service teams struggle is the lack of proper training and support. You need to ensure that your team members have the skills, knowledge, and tools they need to perform their tasks effectively and efficiently. You need to provide regular and relevant training sessions, covering topics such as product features, service standards, communication skills, problem-solving techniques, and customer feedback. You also need to offer ongoing coaching, mentoring, and feedback, and create a culture of learning and development.

Nurture your team's growth with ongoing training, mentorship, and a culture of learning. Equip them for success in every customer interaction.

I think this is the hallmark of a strong customer support team. Front line customer support agents are typically the ones who understand the product/service better than anyone else because they're in the weeds learning all the issues customers may have. It's important to establish strong individual connections with the team you support. You want your team to have strong product knowledge and feel empowered to make decisions on their own. Your team should be able to present solutions to you when they're stuck and CS leaders should help fill any gaps the team may have. An empowered team will work harder and it will lead to less churn as well as improvements in other CS KPIs.

Implement Efficient Tools and Technology: Ensure that your customer service team has access to efficient tools and technology that facilitate their work, such as a robust CRM system, ticketing software, and communication platforms. Set Clear Processes: Establish clear and standardized processes for handling customer inquiries, escalations, and feedback. Document procedures to create consistency and provide a reference for team members. Empower and Trust Your Team: Empower team members to make decisions and solve problems independently. Foster a culture of trust and autonomy, which can boost morale and encourage proactive problem-solving.

Another key factor that affects your customer service team's performance is their level of engagement and motivation. You need to empower your team members to make decisions, take ownership, and solve problems on their own, without micromanaging or interfering. You also need to motivate them by recognizing their achievements, rewarding their efforts, and providing them with opportunities for growth and advancement. You need to foster a positive and collaborative work environment, where your team members feel valued, respected, and supported.

Fuel your team's success by empowering and celebrating. Create a positive, collaborative space where each member feels valued and supported in their journey.

If staff keep consulting their leader then there is a big problem. Customers do not want to deal with staff who are conduits of knowledge but want to be attended to by information persons. Empowering your staff makes work easy for both the staff and the customer. Encouraging staff to become independent in decision making and acknowledging their achievements however small goes a long way in creating a high performing team.

Recognition and Rewards: Recognize and reward exceptional performance. This can motivate the team and create a positive work environment. Consider implementing a system for employee recognition or incentives. Team Building Activities: Organize team-building activities to strengthen relationships and enhance collaboration. These activities can also create a positive and enjoyable work environment. Regular Performance Reviews: Conduct regular performance reviews to provide constructive feedback and set goals for improvement. Address any performance issues promptly and collaboratively.

Listen to outcomes. Embrace wins, learn from setbacks. Stay flexible, adapt, and evolve strategies for a brighter and a further journey.

Well! what happens when all these have been done and it’s not yielding results? That’s where I want to come in. Relax and stay calm. Reevaluate the processes, and then think out of the box. I have had to fix such challenges by steeping outside the role and the team. My teammates had a family challenge ravaging his life of which none of these was able to fix it. These cases vary, in such times the leader in you takes a step backward to make sure that the team has a chance of success. Look for your own charm that solves the problem. Laid down strategies may not work but strategies that are invented in the moment takes care of everything… ALWAYS RE-EVALUATE

Reset the accountability cycle if you can. Sometimes, the best thing to do is start back at the beginning. This is especially true if you've taken over a team where there hasn't traditionally been good accountability management in the past. Unless it is something egregious, there's no point in trying to continue on a path of accountability if it has been lacking up to that point. Restore balance and fairness to the playing field, and make sure everyone is aware of the expectation and hold yourself to the standard you wish to set. Nothing undermines your management more than NOT practicing what you preach. This will also raise your employee's trust in your integrity, and may give a good morale boost if some people were on advanced warnings.

Customer Feedback Analysis: Analyze customer feedback to identify recurring issues or trends. Use this information to implement improvements in processes or training. Leadership Support: Ensure that leadership provides the necessary support and resources for the team's success. Be available for guidance and mentorship as needed.

You have to build a good relationship with your employees, and be able to have direct and productive interactions. A good manager cares about their people along with the requirements of the business.