The strength of Team Culture greatly influences the performance of our Customer Service and the quality of service delivered to our customers. Team culture is the most influential factor.
In our customer service team, we aim to provide our customers with high-quality customer service and experience that exceeds our expectations on each call of our organization. Each caller will have a memorable experience that encourages him to come back and buy more.
To achieve this goal, we pay good enrollments, well educated and good pay. Will this ensure that your new team is able to deliver excellent customer service one day? A better question may be whether your new team wants to try to achieve a successful result for us and our customers?
The Power of Teamwork
The answer to this depends very little on you. It is bigger, much more dependent on the nature of the Team to which it is placed – the culture of that group. In the days following the training, the group influences the thinking of the new person. They talk about their roles and their customers in a way that reflects their own group's beliefs and values. These customers are all stupid – never listening properly. & # 39; Customer always blames us, and this is not the fault. & # 39; Our products are not good, so customers are always nervous. & # 39;
Each statement reflects the different types of team culture. All cultures can be identified, and people living in that culture will be predictably with their clients – culture determines behavior. In the above cases, each group will work in a way that will certainly not lead to a positive customer service experience. For example, a team who believes that they are experts and that they are over stupid customers will be aggressive and impatient for their callers. They do not employ skills with their clients and resist any training. This Aggressive Team thinks that this is not the problem, customers are the problem!
Other occasional statements made by team members quickly recognize the culture of Submissive Team Culture and the passive aggressive team. The interesting thing about Team Culture is that it's so influential. New staffers quickly realize that the team's sense of the world is true and common sense. They accept the beliefs and attitudes that support the particular Team Culture and lead the behavioral norms within the team – what good is this group to do or not. If we want to change the team's performance – we need to change the BELIEFS.
Success Stories of a Successful Customer Service Team
A powerful customer service team has a well-researched team culture – Assertive, Customer Focused Culture. They have a range of beliefs, attitudes and behavioral norms that allow them to perform exceptionally well with their clients and motivate them to improve further. Do not forget that team culture comes from the team's shared conviction. We reach this Assertive, Customer Focused Culture by identifying the beliefs we want and constantly build and support these beliefs in our Team Culture.
There is a possibility to change the culture of the Company or simply its own team. We change culture by changing beliefs.
Essential Beliefs –
1. It's a GOOD Company – It's worth working
2. We do as a Company to VALUE our customers. (including exceeding expectations)
3. Our Clients are Important. Outside is the most important. The Inner Clients
4. We are all part of this company – Linked to a common goal
5. The goal of our team is important – We provide a vital contribution to the common goal
6. My work is worth the difference – what I do is important for Team Shared Purpose.
7. All team members belong to this team. Each of them must comply with Team Leader expectations. Everyone has the responsibility to handle and exceed the expectations of the customers.
8. Success is Good – Performance is Good
9. To succeed in being better and better than individuals and a highly performing team
10 We are a good team – and next month / year will be a better team
These beliefs are the key to success in customer service. If you are in a leadership team, encourage your leaders to improve their beliefs on a monthly basis. Use the same method if you are a team leader. Get the team out of brainstorming HOW to improve each and every one of our faiths. The benefits will soon be met with better performance, increased motivation and better job satisfaction.
Source by sbobet