It is no longer a news that it may be a bit difficult for a new team member to navigate on the job, even as experienced hired due to peculiarity in organizational structure, policy, ethics, etc To assist a new hire, one of the critical steps is by attaching them to a more experienced staff for learning. Moreso, training session should be organized whereby new team members will have opportunity to be taught on the culture of customer service. This can be achieved by leading by example as team lead. More importantly, the new hire must see the new environment as conducive for learning, where open communication is giving priority. Lastly, this can be backed by case studies.

To help a new team member adapt to the customer service culture, begin by setting clear expectations through comprehensive onboarding. Pair them with a seasoned mentor who can model key behaviors and offer real-time guidance. Foster an open, supportive environment where questions are welcomed, and feedback is constructive. Encourage active listening and empathy as core values while reinforcing the company's customer-first mindset. Regularly check in to gauge progress, address challenges, and provide positive reinforcement, ensuring they feel confident and integrated into the team's culture.

Set clear expectations, assign a mentor, provide shadowing, and practice through role-playing. Give regular feedback, emphasize empathy, and celebrate progress. Encourage collaboration.

Never get someone to sit with a "seasoned professional", is the worst idea. Finding out what motivates them is a better solution. Have an open discussion about what do they find challenging. Lead by example, you take calls with them sitting with you. Sit with them and guide them as they take the calls. Praise them for the things they did right. Ask them what they could have done better, how would they fix it and can they implement their idea on the next call. If they come up with a solution, they now own it.

Integrating into a company culture comes with care and concern for your staff. Lead by example is my mantra and to effectively manage would be to coach, often. Role play. Explain the why behind the culture and then provide honest feedback. More times than not, people are attracted to cultures they embrace. Practicing those cultures can be at times uncomfortable, but with the right care, coaching and constructive feedback, everyone should begin to align and conform. Stay authentic.