How can you align your team with company values when resolving customer issues?

Customer issues can be as a result of a few things, Inadequate product training for customer-facing teams or customer frustrations that have nothing to do with your talent. The best course of action is to find out which of these two is the route cause. If the persons are well trained and supported and still offer mediocre support to customers they probably were not fit for your customer proposition as a company. If the challenge is an external issue train not just on the operations manuals but also on coping with external forces that might impact staff well-being. Front-facing jobs are tough and tougher as the world grows more difficult to live in, and customer-facing teams bear the brunt of misdirected anger. Always check.

Absolutely agree! Company values are the compass that guides our collective journey. Understanding them is the cornerstone of a united and purpose-driven team. Regularly revisiting these values reinforces their importance and helps us stay true to our shared vision. Let’s not just articulate, but embody these values in every action and decision. Together, we create a culture that reflects our commitment to excellence. #CompanyValues #TeamAlignment #CultureMatters

The team is always watching, so Live THE VALUES. Living the values means: *What you say, and what you do is always aligned *Consistency in all you do, regardless of the situation. "Understand situational leadership.

One way to motivate people to connect with the company is to parallel the company's mission to the team and individual goals. Daily reminders of this are important to develop a culture of togetherness. A quick and easy tip is to add the company's mission, that connects with your teams goals, to your email signature.

Emphasize the importance of clear and transparent communication with customers. Train your team to articulate solutions that reflect the company's values, fostering trust and understanding. Empower team members to make decisions aligned with the company's values, especially when resolving customer issues. Provide guidelines rather than rigid scripts, allowing for personalized and value-driven interactions. Foster a customer-centric culture within the team, emphasizing empathy and understanding. Encourage team members to view issues from the customer's perspective and tailor solutions accordingly.

More than ever its so vital to really make sure every team member understands how their position contributes to the overall mission as more than just a position, but that their voice, ideas, and solutions matter. A lot of companies want loyalty but sometimes aren't as loyal to valuing the people who make the business successful day after day.

I love "traffic lights" for team decision making. Using this tool also empowers team. RED - What do we need to stop? GREEN - What should we just be getting on with and doing? AMBER - What do we hope to do, but aren't quite ready for yet? Making decisions together, using this kind of tool creates ownership and team feel generally listened to (ONLY if you then implement stuff based on their recommendations, comments - DON'T pay lip service to share decision making if you aren't going to follow through!)

One thing I have found helpful in decision-making is honesty. A team lead might need to make decisions sometimes that aren't inclusive or collaborative or have everyone's buy-in or consensus. But what matters is for you to be honest upfront and not try to look collaborative, while in the end, you will decide anyway.

Collaborative and inclusive decision making has always worked best for me. Consensus building, which may not always be possible, catalyzes the collective implementation of whatever decisions are taken. Enfrocement breeds conflicts that consume tremendous amount of energy. Conflicts, however, are also sometimes engineered by managments to achieve certain goals which may not be possible through conventional means.

Great insight! Involving the team in decision-making not only taps into diverse perspectives but also builds trust and ownership. Open communication and explaining decisions in alignment with company values create a collaborative environment. It's a powerful way to navigate challenges and strengthen team cohesion. ?? #TeamAlignment #DecisionMaking

Recognition and reward is a psychosocial factor that is found to protect and support the mental health of employees. Acknowledging people for their part in contributing to resolving issues, even if their specific input was not used, is important to continuing to receive participation. For those whose ideas or efforts brought about the solution , recognition and reward can be a significant boost to them. But don't put so much pressure on the same people to come up with solutions all the time. Bring the learning forward and celebrate success.

Remember, communication is all-important. Significant results have come my way by employing a strategy of balanced feedback that facilitates team growth. It begins positively, introduces constructive criticism, and ends reassuringly – a 'Feedback Sandwich'. Bear in mind that when team members feel valued, proactive learning becomes an enjoyed routine. Let's celebrate their adaptability and expansion - nothing beats "Great Job!" or a handwritten note in terms of invoking sense of accomplishment. A group that admires individual talents and steers them in line with company values sees results that speak volumes. Keep the values alive; keep aspiring for perfection!"

As well as supporting and supervising your team, it is useful to provide feedback on their progress as well as achievements. Identify specific skills and competencies as well as their current knowledge and experience. This will ensure effective support and constructive feedback which should be a two way team effort. Gaining feedback from the team as well as giving feedback to have a happier, healthier and supportive team.

Muitas vezes, subestimamos o poder dessa ferramenta crucial para o crescimento e o desenvolvimento tanto dos indivíduos quanto das organiza??es. O feedback é uma via de m?o dupla que permite que as empresas entendam o que está funcionando bem e o que precisa ser melhorado. é um mecanismo vital para promover a melhoria contínua e o desenvolvimento de habilidades individuais e coletivas. Sem um sistema eficaz de feedback, as empresas correm o risco de estagnar, perder oportunidades de crescimento e até mesmo enfrentar problemas de desmotiva??o e rotatividade de funcionários.

Encourage measurement of individual solution to alignment with corporate values so as to together choose the most aligned solution or modified solution.

As a leader, I've realized that mistakes aren't failures but lessons in disguise. Particularly when resolving customer issues, imperfection is inevitable, illuminated by complaints and grievances. Treating them as valuable feedback allows us to better align ourselves with company ethics, steering our team on the compass of 'right'. Mistakes also provide us an opportunity to strengthen interpersonal connections forged by encouraging team members to debate and conflict, bound by the commonality of the company's mission. Rectification becomes a classic case of teamwork. Above all, honesty is supreme. Admitting, discussing and learning from mistakes invites team-specific transformations that edge us closer to actualizing company values.

Create a culture that accepts failure as a learning experience. We can’t forget that all managers and employees have to buy in to this understanding that we learn from our mistakes so we don’t repeat them. Punishment and discipline have no place in this culture, although blatant disregard for known values will require consequences. After every mistake clarify if they understood it was wrong. Have them explain how it was wrong in their own words and Coach them to determine how to avoid the same mistake happening in the future. Use the situation as an example for others to learn from with as much anonymity as possible.

Embracing mistakes as an integral part of the learning journey enables a connection with our shared humanity. We are often much more critical of ourselves than others and those "mistakes" leave lasting internal impressions that are seldom repeated. Each misstep serves as a valuable lesson, contributing not only to personal growth but also fostering the cultivation of deeper connections within our team and with the customers we serve.

One of our core values is "We are always Learning", which goes hand-in-hand with creating a safe environment to innovate, grow and make mistakes. Our routine project touch-bases are safe spaces for disagreements and course correction, which allows us to adapt, nimbly respond to change, and provide excellent customer service.

Conflict is the opportunity to grow. If we chose to ignore ,it festers and multiplies ..if we chose to be like the buffalo and face it head on, we risk resolution & increased understanding! Win Win . When managing conflict suspending judgements and active listening is key .If we don't listen to understand we are not demonstrating genuine engagement. In a desire to effectively address conflict ,are you wanting to be right or are you open to listen & consider anothers perspective? Consider your pattern

In my experience, by challenging your team to enhance their skills and processes, providing necessary support, and actively seeking feedback, you foster a culture of excellence, innovation, and customer focus. To effectively implement the continuous improvement aspect of conflict management, ensure open communication channels. Foster a learning culture where mistakes are viewed as opportunities for growth. Additionally, tailor training and coaching to address specific challenges identified during conflict resolution. By nurturing a dynamic environment that values feedback and embraces change, you'll empower your team to consistently evolve and align with the company's values.

Promoting continuous improvement is key in aligning my team with company values when resolving customer issues. We approach every problem as a growth opportunity, delve into root causes without pointing fingers and update our learnings comprehensively. Our empathetic reviews favor 'Team Humanism', elevating resolutions. Regular shares of these insights helps maintain this growth-focused channel, acting as a beacon for our values during customer interactions.

To promote continuous improvement organizational values must be reiterated constantly. Finding fun ways to do this will help. Using real life examples and stories will help people relate. Finding advocates amongst the staff is a great strategy to get help with selling the reasoning for your values that may differ from personal values. The buy-in may get worse through change (Kubler-Ross change model) before it gets better. Keep reinforcing your efforts and reasoning. Keep working with your advocates. Continuous training and coaching is essential to keep people engaged. Provide annual formal opportunities for feedback from both customers and employees. You can’t improve if you don’t know what people expect. Respond with solutions!

I know it seems like a losing proposition relating to client surveys if you get 10% response rate you are lucky. However, if you don’t know where you stand with your client and the relationship is worse than you think - clients tend to move on to a competitor if they feel that they are being attended to - that would be a shame to lose a client this way - in tandem with surveys a mandatory quarterly meeting with meaningful and measurable actions on how we as the vendor are doing and what actions we can put in place to make things better. Shouldn’t have to wait for a contract renewal to find out you have fails them. On the flip side the vendor needs to be aware of how to foster continuous improvement without that you are wasting your time

Walk the talk, don’t just talk the talk; this can be easier said then done (it does take a lot of work), but if the organization is set up to model this behaviour from the top down and from side to side within its structure, then there should be a positive work environment/culture for your team and one that encourages collaboration and cooperation with others. When this environment is created, it affords your employees to feel good and like they are actively part of the team, which then filters into how they approach customer service.

As a leader, showcasing our company values is essential when assisting customers. I make empathy, patience, and quick problem-solving my tone-setting traits, which guide my team. Our values ease decision-making in intricate cases. By aligning solutions with these principles and customer satisfaction, we uphold our company spirit. Promoting discussions about upholding these values humanizes our pursuits and strengthens the team's connectivity with them. Remember, we manifest what we observe. I don't only tell our values; I exemplify them and aim to replicate them in each customer interaction.

Leadership plays a crucial role in setting the tone for your team. Demonstrate the desired values in your own interactions with customers and encourage your team to follow suit. Share success stories where team members exemplified company values while resolving customer issues.

I have had to step back throughout my career because I have tried to hold my team to the same standard as myself. Well I agree that it is important to lead by example, it is more important that you work with your team to recognize the values and the why behind the company values, so they will create a reason and desire of their own. Creating an independent workforce that desires to serve the customer vs going through the motions will increase your customer and employee satisfaction scores.

Modeling the behavior and values of the organization is a great way to work towards resolution because the individuals you have the #conflict with probably joined the organization because their values aligned with it. That means you both most likely have shared values & some common ground already existing.

The first and most important steps to align teams with the company's value are: creating sustainable staff engagement through ongoing training and mentorship, empowerment and recognition programs, a better compensation system, and hiring candidates who have a skill that is related to our company's value. Engaged teams may not have difficulties addressing customer issues as well.

People need to live the company values but when they’re written at a senior level within a business, all too often they do not translate for the individuals performing the core tasks at a customer level. Investing time to help everyone understand what the values mean to them and how/if they align with their own values helps to embed them into the business culture.

It is helpful to build company values into service training programs so employees can recognize and understand those values and how they connect with customer service and responding to customer issues. For instance, if company values are: Team Integrity Empathy You can show employees how working as a team, being honest, and employing genuine empathy help to solve customer issues and create customer satisfaction.

Aligning your team’s activities with company values when resolving customer issues requires clear policies and procedures. Policies and procedures should include values-based language to provide context for employees as they do their work. Clear policies and procedures serve as a critical guide for employees in making day to day decisions related to providing customer support, and support consistency in leadership, especially when an employee isn’t aligning with expectations. Having clear policies and procedures is just the start though! Leaders must spend time supporting employees (both in formal training and on the job) employees so that they can achieve expectations, comply with policies and follow important procedures.

Company values must be embedded in your daily activities Management must live, breathe the values in order for their teams to embrace them Organisations must value and treat employees as their greatest assets Become the brand Build intimate relationships with your customers in order to provide reliable and powerful solutions to their demands