Being a customer service trainer and teaching people on various customer service training courses and workshops I fully understand leading a customer service team can be a very stressful, demanding, and challenging job.
After all, you not only have your job responsibilities to take care of, but you are also responsible for Your team of employees who are managing customers either in a face to face role or inbound and outbound telephone calls to ensure that the customer receives a positive experience.
In addition to making hundreds of decisions a day, attending meetings, and completing projects, you are responsible for ensuring that your employees are using best service techniques in handling the volume of calls that they manage on a daily basis. You may or may not have access to outside help such as sending some of your team periodically on an up to date customer service skills course or other customer service programs which can ensure that your team are fully updated in all the best practices and methods available for managing customers effectively.
It doesn’t finish there; you also have an individual responsibility to ensure your employees are fully trained and have the correct level of skills for managing numerous situations. You also have to manage their performance and motivate your employees with effective feedback.
Customer service training courses throughout the country can provide excellent best practice solutions to customer service staff by teaching them the requisite skills for professional call handling, managing irate customers and dealing with difficult challenging situations in a professional way.
Being a manager in a customer service environment can also be a very gratifying and rewarding job. You have the opportunity to develop employees build an effective team and improve customer satisfaction. You may also have the opportunity to attend various customer service training programs and customer service training courses yourself to update your own skills.
To be totally honest the success of many customer service teams often depends on the managers commitment to the staff, their dedication to their own role and their leadership ad motivational abilities.
Whether you are managing a customer service team of 5, 15, 50, 150 or more, this team is often the team with a direct channel to customers.
It is quite funny I was recently attending a customer service training course for managers and the trainer spoke about what motivates your employees. If I asked you the same question you would probably answer
Money, salary and benefits. That was what most of us on the course answered, to be honest that is true most people do want money salary etc. The amazing thing was in this customer service training course the trainer said there was a survey carried out in 2017 in the UK and what most people said they wanted from their work was the opportunity to work for an effective manager or supervisor. Of course money was on the list and so were many other areas such as good working environment, career advancement and the opportunity to develop.
It was also stated that CPD (Continuous Professional Development) was a positive for teams involved in customer service and many said that customer service training programs and workshops were important..
Leading a customer service team or call center can also be a very gratifying and rewarding job. You have the opportunity to develop employees, increase customer satisfaction, improve the organization’s bottom-line and improve your leadership abilities.
Simply put, the success—or failure—of the team really depends on your commitment to the staff, dedication to your job, and desire to be an excellent leader. There are numerous customer service training courses and workshops available throughout the country to help you and your team to achieve the results you wish to achieve.
Whether you are leading a team of 5, 15, 50, 150, 500 or more Customer Service Representatives (CSRs), this group of employees is a direct channel between the Inquiring customer and the solution to their need. Workshops are a great way to help motivate and teach your team in all the skills necessary to achieve.