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How can you handle team members who struggle with customer service?

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Customer service is a vital skill for any team member who interacts with clients, customers, or stakeholders. However, not everyone excels at providing courteous, helpful, and professional service. As a supervisor, you may encounter team members who struggle with customer service, either due to lack of training, poor attitude, or personal issues. How can you handle these situations and improve your team's performance and reputation? Here are some tips to consider.

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1 Identify the root cause

The first step to handle team members who struggle with customer service is to identify the root cause of their behavior. Is it a skill gap, a motivation problem, a communication issue, or something else? You can use various methods to assess your team members' customer service skills, such as observing their interactions, reviewing their feedback, conducting surveys, or asking them directly. Once you know the source of the problem, you can tailor your intervention accordingly.

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NdukeAbasi Sunday

A self-motivated, analytical personality, who is skilled in effective communication, and strong interpersonal relationship building. Brand promoter. Digital Ad Marketing Expert.
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Address the issue with empathy, providing constructive feedback on areas for improvement. Offer additional training or resources to enhance their customer service skills and encourage open communication to understand any challenges they may be facing.

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Razeen Abdal-Rahman

DevOps Engineer ?? | AWS Community builder ??
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One thing I've found helpful to identify why team members may be struggling with customer service is clear communication. Ensuring they understand what is expected in terms of customer service and fostering an open environment allowing them to voice any issues that could prevent them from fulfilling their customer several duties.

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2 Provide feedback and coaching

The next step is to provide constructive feedback and coaching to your team members who need to improve their customer service skills. Feedback should be specific, timely, and balanced, highlighting both the strengths and areas of improvement. Coaching should be supportive, interactive, and goal-oriented, helping your team members develop action plans, practice new skills, and monitor their progress. You can use different coaching techniques, such as role-playing, questioning, or modeling, depending on the situation and the learning style of your team member.

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Ishika Mukherjee

Customer Success Manager at AIM Solutions, Inc. with extensive experience in Acumatica cloud ERP.
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Creating a positive customer service experience is pivotal. To enhance this, I would recommend to establish a weekly cadence with the team member. During these sessions, reflecting on the past week's customer interactions is key. Analyzing the language used provides insights into what went well and areas for improvement. Over time, these sessions should foster an evolution in the team member's approach to customer service. The regular cadence acts as a motivator, encouraging heightened effort, as performance discussions occur each week. This iterative process not only refines skills but also boosts engagement and accountability.

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3 Set clear expectations and standards

Another important step is to set clear expectations and standards for your team's customer service performance. You should communicate the vision, mission, and values of your organization, as well as the specific customer service policies and procedures. You should also define the measurable indicators and outcomes of customer service quality, such as customer satisfaction, retention, loyalty, or referrals. You should align your team's goals and incentives with these standards and track their performance regularly.

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4 Recognize and reward good performance

One of the best ways to motivate your team members to improve their customer service skills is to recognize and reward their good performance. Recognition can be formal or informal, public or private, verbal or written, depending on the preference and personality of your team member. Rewards can be tangible or intangible, such as bonuses, gifts, certificates, or praise. You should acknowledge your team members' efforts, achievements, and improvements, and celebrate their successes.

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Michael Simons

Before you build, you need a budget.
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Employers need to stop having pizza parties when goals are met and instead poll the employees if they'd rather just have the $3 - you would be surprised at the response that you will receive if you ask the workforce what they actually would prefer. Employees all know that the companys' meeting or exceeding the FY financial KPI goals were a result of low EOY raise and why the Christmas bonus was a 12-month membership to the jam of the month club; just ask if they'd prefer the $3 cash over the 2 slices of pizza.

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5 Address poor performance and conflicts

The final step is to address poor performance and conflicts that may arise from your team members' customer service struggles. Poor performance can affect your team's reputation, morale, and productivity, as well as your customer's satisfaction and loyalty. Conflicts can occur between your team members and your customers, or among your team members themselves. You should intervene promptly and professionally, using a fair and consistent process to resolve the issues. You should also provide support and guidance to your team members who are involved in the conflicts, and help them learn from their mistakes.

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Michael Simons

Before you build, you need a budget.
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Feelings in the workplace have somehow taken value precedent over productivity which does not aid in producing better results or creating a stress-free environment for employees. People need to be less coy and more direct with their praise and/or criticism. Trying to sneak a negative between 2 positives doesn't drive the point home especially when trying to discuss how a low performer needs to get back on track. Sugar coating the truth just waters down the importance of the message.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Julie Junio de Castro PMP? PMO-CP

Project Manager | Chemical Engineer | CEO | Consultant | ex-PMI Marketing Director | PMOGA Marketing Director | Best Project Manager Awardee | MENA Women Leaders Awardee | Top Filipino Engineer (MENA) | CEO of the Year
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To assist a team member struggling with customer service, these could also be helpful: Training and Guidance - Provide targeted training sessions or resources to enhance their customer service skills. Role-Playing and Simulation - This hands-on approach can help them gain confidence and improve their responses in real-time situations. Mentorship - Pair them with a seasoned team member or mentor who can offer guidance, share experiences, and provide ongoing support. Empathy and Emotional Support: Understand their challenges and show empathy. Offer emotional support, encouragement, and reassurance. Encourage Self-Care - Encourage your team member to practice self-care and manage stress effectively to maintain a healthy work-life balance.

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How can you handle team members who struggle with customer service?

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3

4

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6

1 Identify the root cause

2 Provide feedback and coaching

3 Set clear expectations and standards

4 Recognize and reward good performance

5 Address poor performance and conflicts

6 Here’s what else to consider

Supervisory Skills

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How can you handle team members who struggle with customer service?

1

2

3

4

5

6

1 Identify the root cause

2 Provide feedback and coaching

3 Set clear expectations and standards

4 Recognize and reward good performance

5 Address poor performance and conflicts

6 Here’s what else to consider

Supervisory Skills

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感谢您的反馈

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