Team Leaders as Customer Advocate

Acting as a customer advocate means the team leader regularly remains the team of the needs of their customers

. As part of the liaison role, the team leader should be checking regularly for feedback from customers. Team members intensely engaged in their tasks can sometimes forget about the needs of their customers, both internal and external. However, it is customers that give purpose to what the team does. There are 3 types of customer feedback a team leader should be concerned with: 1 Expressions of satisfaction with current outputs : This lets the team know its doing a good job. Often a team leader doesnt receive feedback unless there is a problem. But its good idea to ask regularly about satisfaction even if no one is complaining. This provides assurance that processes are operating well and that the team is meeting customer needs. 2 Complaints: When customers expectations arent being met, the team leader is likely to receive complaints. These are very valuable because they provide direction for what needs to be improved. Quickly addressing complaints not only helps you improve your processes, but it also demonstrates the responsiveness that creates a strong bone between the team and its customers. 3 Suggestions for improvement: A team leader may also ask customers for ideas on how the team might improve its outputs to make them more useful. Those suggestions that the team can implement, it should implement. This again demonstrates responsiveness to customers. As a role model, this activity will rub off on the team members and help assure that they all make customer satisfaction a high priority. Any team member might take on the customer advocate role sometimes. If a team member has received customer feedback, he or she should share that with other team members. This reinforces the importance of customer satisfaction and helps improve the teams overall performance. The team leader should regularly share this customer information with the team and be an advocate for the team continuously seeking to enhance customer satisfaction.

Team Leaders as Customer Advocate

By: Nauka Shah

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