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Last updated on 2024年7月2日

Here's how you can rebuild trust and credibility with your team after a failure occurs.

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Failure is an inevitable part of any business, but it's how you respond to that failure that can either make or break your team's trust and credibility. As a customer service manager, it's crucial to handle these situations with care and transparency. This article will guide you through the process of rebuilding the lost trust and restoring your team's confidence in your leadership after a misstep.

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1 Acknowledge Error

The first step in rebuilding trust is to acknowledge the failure openly and honestly . You must resist the urge to downplay the situation or shift blame. By owning up to the mistake, you demonstrate accountability and set the stage for genuine dialogue. This approach not only shows respect for your team's intelligence and contributions but also reinforces a culture of transparency and integrity . Remember, trust starts with truth, and your team deserves no less.

添加您的观点

Francis Adekanmi AICRM, MIPMA

Certified CX Specialist with over 7 years experience. I provide assistance with proven expertise in handling customer concerns for 80+ clients daily with an overall satisfaction rate of 90% in current position.
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When dealing with a team as customer service manager, there are possibilities of failure experience, this is not the time to start blame game and shy away from what went wrong. The best way to handle this is relating what went wrong with your team and acknowledge there was a mistake. By so doing, it makes everybody in the team willing and ready to build what was spoilt together.

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Suhail Maqbool

Manager II @ Urban Company | Customer Service Management
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Acknowledgment of the mistake is the biggest form of repentance and it would make room for the necessary improvement to happen. Numbers might not always go your way, however, you have to ensure the confidence is on top.

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2 Communicate Plans

Once you've acknowledged the issue, it's important to communicate your action plan to address the failure. This should include clear steps and measurable goals to ensure progress can be tracked. By involving your team in the planning process, you create a sense of shared responsibility and collaboration . Transparency in your strategy fosters trust, as your team sees that you are committed to fixing the problem and preventing future occurrences.

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Francis Adekanmi AICRM, MIPMA

Certified CX Specialist with over 7 years experience. I provide assistance with proven expertise in handling customer concerns for 80+ clients daily with an overall satisfaction rate of 90% in current position.
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After failure attempts, a customer service manager is expected to come with a plan on how to move out of the ugly situation and since he or she cannot resolve the issue alone, it is ideal he communicate such plans with his team to enable everyone be on the same page

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3 Implement Changes

Implementing the changes you've discussed is a critical phase where words translate into actions. Ensure that the execution of your plan is visible and that any adjustments are communicated promptly. This shows that you're not just talking about change but are actively pursuing it. It's also vital to be patient and persistent, as rebuilding trust takes time and consistency in your actions.

添加您的观点

Francis Adekanmi AICRM, MIPMA

Certified CX Specialist with over 7 years experience. I provide assistance with proven expertise in handling customer concerns for 80+ clients daily with an overall satisfaction rate of 90% in current position.
举报内容
This can be inform of integrating such plans into team KPIs or re-assigning of duties for effectiveness. While doing this, the manager should also be seen doing the talk.

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4 Provide Support

During the recovery process, it's essential to provide your team with the support they need to adapt to changes and overcome the failure. This could mean offering additional training, resources , or even emotional support. By being present and available for your team, you reinforce your commitment to their well-being and to the success of the entire group. Support is the cornerstone of a resilient team that can bounce back from setbacks stronger than before.

添加您的观点

Francis Adekanmi AICRM, MIPMA

Certified CX Specialist with over 7 years experience. I provide assistance with proven expertise in handling customer concerns for 80+ clients daily with an overall satisfaction rate of 90% in current position.
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The new task may require new level of assistance or tools to carryout the job role maximally. Hence, after assigning duties, necessary assistance should be put in place to further encourage the team members in carrying out their functions well.

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5 Seek Feedback

Rebuilding trust is a two-way street, and seeking feedback from your team is a powerful way to demonstrate that their opinions matter. Encourage open communication and listen actively to their concerns and suggestions. This not only helps in making more informed decisions but also empowers your team members, making them feel valued and respected. Feedback is a tool for continuous improvement and for strengthening relationships within the team.

添加您的观点

Francis Adekanmi AICRM, MIPMA

Certified CX Specialist with over 7 years experience. I provide assistance with proven expertise in handling customer concerns for 80+ clients daily with an overall satisfaction rate of 90% in current position.
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Communication cannot be said to be effective without adequate feedback from the other party. Hence, to measure performance and how effective the new plans works, need to have a means of getting feedback from both internal and external customers is sacrosanct.

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6 Reflect & Learn

Finally, take the time to reflect on the failure and the lessons learned from it. Encourage your team to do the same. This reflection isn't about dwelling on the past but about understanding what went wrong and how to improve in the future. Learning from mistakes is a key component of growth, and by embracing this mindset, you can turn a negative situation into a positive driver for development and innovation.

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7 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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Here's how you can rebuild trust and credibility with your team after a failure occurs.

1

2

3

4

5

6

7

1 Acknowledge Error

2 Communicate Plans

3 Implement Changes

4 Provide Support

5 Seek Feedback

6 Reflect & Learn

7 Here’s what else to consider

Customer Service Management

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Here's how you can rebuild trust and credibility with your team after a failure occurs.

1

2

3

4

5

6

7

1 Acknowledge Error

2 Communicate Plans

3 Implement Changes

4 Provide Support

5 Seek Feedback

6 Reflect & Learn

7 Here’s what else to consider

Customer Service Management

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感谢您的反馈

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