subject: Don't Overlook the Human Factor in Customer Service [print this page] Don't Overlook the Human Factor in Customer Service
Whether you're looking for a customer service team to form or calling in for customer concerns, there's one very crucial thing you have to remember customer service is made up of people; not robots. If I wanted my internet connection fixed, I could wish for a robot to come fix everything, but no such thing exists. No matter how many times we read a manual, we can make mistakes and the same goes for customer relations.
In as much as we want to present the numbers and get the job done in the fastest and best way possible, we need to realize that results don't come to us over night, neither will your customer service team deliver everything you want from them with the snap of a finger. How can you do things differently in order to motivate your team and help remind them that you value them too? Here are a few tips you can consider:
1. Get them off the floor and have fun! Customer service can be exhausting and that's why customer service teams need to know how to hang loose and have fun together. There's nothing quite like a good time to help alleviate the stress in anybody's life.
2. Promote camaraderie and competition. You can have a team that simply enjoys each others company as well as get them to compete for prizes in order to boost their self esteem. Dealing with the toughest customers is no easy feat, but I'm certain your team would like to have something to excite them while they're on the job.
3. Gather feedback and seek ways to improve. Dealing with your team means knowing how to deal with them. If your customer care agents are burnt out, you need to be open to feedback and address their concerns. Find ways to get them comfortable with you and address the human need for comfort.
Remember, if you're aiming for success, it's not just about the numbers. There are people you're putting in the front line and you need to be able to manage them too. Remember the human factor and treat your team the best way you know how!
