How to Set Up Your Customer Service Team for Success

According to Salesforce Research, 89% of consumers are likely to stay loyal to a business if they get a positive customer service experience. Does this ring a bell with you? Well, ensuring you have an excellent customer service team is directly proportional to attracting and keeping clients happier.

A great customer service team helps to:

Achieve goals
Improve customer relationships
Increase profits

Do you know why most customers have issues with businesses? It’s not because the business owners don’t have knowledge that they can share with their customers, but because the customer service personnel lack the expertise required to deliver it. Depending on how you set up your team, they are extensively involved in impacting:

Decisions of customers
Processing of information
Communication with clients and other external relations

The 4 Ps and 5 Cs of Customer Service

According to a study by PWC, 32% of customers will walk away from a business if they experience single negativity, no matter how much they love their products or services. Plus, keep in mind that customers have many choices, especially due to the ease of reading online reviews and the like. That’s why it’s crucial that you always ensure your customer service team is up to the task.

There are 4 Ps involved in ensuring that customers always give you excellent reviews:

Professionalism
Promptness
Personalization
Politeness

Customer service is all about:

Paying attention to grab all you need to know and do for clients
Resolving every situation, even if they are recurring problems
Giving fast and adequate responses
Ensuring that customers get the highest regard

All these reasons above are responsible for the stiff competition occurring in most industries.

So, to be ahead in your industry, here are 5 Cs you must take note of:

Communication
Care
Culture
Compassion
Compensation

Cues About Customer Service Teams

For businesses that decide to set up excellent customer service, it’s always evident that their success will be inextricably high. No one wants to patronize a company that mistreats its customers. This reason alone is enough for you to strategize on making sure that your brand focuses more on customer experience.

Well, let’s take a cue from some facts about customer service teams:

93% of customers tend to keep on patronizing a business that provides friendly customer service. (Hubspot Research, 2018)
83% of customers are more loyal to businesses that resolve their problems quicker (Khoros, 2021)
78% of customers called it quits with businesses due to poor customer experience (Glance, 2019)
71% of customers aged 16-24 attribute fast responses from customer service teams to their positive experience (Comm100, 2022)
90% of customers trust a business that has demonstrated the ability to cater to their needs (Qualtrics XM Institute, 2020)

Strategies for Creating a Successful Customer Service Team

Imagine a scenario where you have issues to resolve with a business, and the customer service team is not at all helpful. You’ll begin to regret ever patronizing such an enterprise. Well, that’s why you mustn’t allow your customer service team to make costly mistakes.

Not to worry, here are four ways through which you can build a successful customer service team.

1. Implementation of Contact Center Automation

First, you don’t want to lose customers or get bad reviews that can hamper your business in the long run. That means your teams need to be efficient in dealing with customers. One perfect plan is to implement contact center automation in your business.

Contact center automation is the application of two highly sophisticated processes (automation and AI) to boost the overall customer experience.

Implementing contact center automation in your business helps your customer service team by:

Frequently keeping in touch with customers
Augmenting employee ability
Automating processes, thereby easing stress
Ensuring constant improvement through the usage of AI

Since customer center automation is compatible with whatever system you use, rest assured that your customers are in for a great experience!

2. Provision of Training and Development Resources

Whenever you bring in a team of people, you can’t always assume that they all know or have the highest level of skills to carry out their jobs.

You don’t want a low-level team that is inconsistent and lacks confidence in your business. This can lead to a myriad of terrible outcomes.

Investing in a customer service team is one way to upgrade your team’s prowess.

Providing them with resources that can scale up their growth helps to:

Improve their abilities
Reduce customer dissatisfaction
Encourage commitment
Deliver services at an expert level

Looking after how well your customer service team is faring is essential if you want to make headway.

3. Hire the Proper People

For any business, making the mistake of hiring the wrong set of applicants can cause irredeemable damage. Bringing the wrong person into your company can disrupt your plans. If you can’t do the hiring, then you can bring in integrators to help out.

Sometimes business owners find it very hard to bring in the right set of people because they are mostly:

Occupied with different activities
Focused on achieving results
Inexperienced in the field of hiring

These reasons, as mentioned above, are primarily responsible for why they fail to bring in the right new team members. Integrators will ensure they look into the pool of talents, work with the recruiting department, and bring in the right people that align with your business goals.

4. Offer Tech Tools

While thinking about your customer service team and how they can provide great experiences, don’t forget about offering tech tools. Providing your team with tech tools can improve their ability from 0-100, depending on how they are integrated with learning. You can’t afford to see them lag in carrying out their duties.

Using sophisticated tech tools like conversational AI can ensure that customers get the best support from your business.

Conversational Al Improves your team through:

Providing 24/7 support
Offering quick responses to clients
Upgrading decision-making ability
Helping in resolving different problems through the automation of several processes

Conversational AI helps to improve sales and ensure customer loyalty in your business.

Key Points

The simple truth is that it’s high time you ensure your customer service team is augmented to bring great results. You can build them up by providing technology, encouraging growth and giving feedback!