As leaders we unfortunately create a lot of the confusion in this area. Nothing should take precedence over taking care of the guest first. Many times we litter our front facing staff, with counter productive tasks. We should have a clear plan that states priority of tasks. What the ranking in priority is and when to engage help. We must not just wait to be asked and we must proactively check in and make sure they are comfortable for reaching out for support.

Every customer service team member would want to give the best of the service and attention to their customer to keep them and maintain a long lasting business relation But at times workload affects the service deliverance. As in many cases the Improper work distribution often results in workload pressure. Constant reviewing of measurable KPI and work allocation monitoring is very essential. Teams should be trained and helped in each step to cope up with all challenges and hurdles which can come. Often we come across situation where the team is lacking but instead of lending help and support are taken to task. This impacts their morale, leader should focus on increasing their morale by constantly talking and reviewing their progress.