You may have heard the saying ‘Customer service is not a department; it’s everyone’s job’. In today’s competitive environment this is truer than ever – and coaching is key.
Like many businesses, Debitsuccess focuses a significant amount of energy and effort on customer service. After all, without our customers we wouldn’t have a business. We also know that our people are our biggest asset so we undertake extensive and specific coaching with our customer service team to ensure they’re equipped and encouraged to provide exceptional support.
Our customer service coaching takes on many forms and includes team managers, leaders and members. We ensure this team has regular time away from the phones and email so we can understand how they’re doing and help them set goals to meet business and personal objectives. It’s not always easy to take time out in a fast paced environment but it’s incredibly important for everyone involved.
We’re also in the unique position of our entire customer service team, including managers, being ‘hands on’ – that means actually taking calls and engaging with customers. We believe this critical to truly understanding our customers and their needs.
Another key element is getting out to clients’ facilities, getting clients in to meet the team and networking in the call centre community. These aspects all provide face-to-face contact that encourages both awareness and understanding.
External coaching and customer service delivery adds another layer to our customer service coaching strategy. This is further supported with training on coaching so our managers can effectively assist the team leaders who then can help their respective teams.
Everyone has a role to play when it comes to customer service – and coaching makes all the difference to being part of an award winning customer service team. After all, as the saying goes: ‘If we don’t take care of our customers, someone else will.’