When examining the value your company provides to its clients, no doubt your customer service department is at the core of this assessment. The success of this group is paramount to the overall success of the organization. If they lack capabilities, all other facets of the business are at risk.
So, what, exactly, makes a client service team successful? And how can the C-Suite ensure they provide adequate support for the MVPs of customer service? When asked, many client service reps report feeling overworked and undervalued. With up to 76% of reps admitting their job performance relies on support from corporate leadership, it’s essential to equip them with the proper tools, training, and mindset.
Here are five things to start implementing to better support your client service team.
Outline Clear and Efficient Communication Strategies
An unhappy customer is rarely a patient one. Your client service team needs to be equipped with quick and effective solutions. The speed and efficacy at which they respond sets one business apart from another. Prioritize analyzing best practices for addressing customer service issues, then communicate these strategies to your team.
Offer Insight Across The Board
The client service team can often feel isolated from other departments. However, inviting them to join relevant meetings and keeping them in the loop on upcoming projects allows them to get more involved in the day-to-day operations. And when employees feel their contributions and opinions are encouraged and valued, it’s more likely to transfer to the service they provide clients.
Prioritize A Solutions-Based Approach
A client service department doesn’t exist only to extinguish fires-they should offer solutions that will leave the customer feeling satisfied (and, hopefully, happy). Invest in training that teaches strong communication and problem-solving. Sam Walton, founder of Walmart, believes “the goal of a company is to have customer service that is not just the best, but legendary.” Providing solutions helps alleviate future issues.
Incentivize Results
Everyone likes to be recognized and rewarded for exemplary efforts. Offer verbal praise, email shout-outs, or even recognition on social media. Develop a goal structure to influence strong performance and help reps feel valued!
Be A Source Of Support
Above all, let employees know you're easy to reach for support and guidance. Actively listen to their concerns. Your demeanor will reflect in their results. A personable, empathetic leader who enhances workplace culture will positively influence others. And when it comes to customer service, happy employees lead to happy clients.
Excellent customer service starts at the top. The ways C-Suites nurture their team trickles down and impacts how those employees treat clients. Instill a sense of camaraderie and appreciation for your client service reps from other departments. After all, no amount of training or professional development can replace a human connection.
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