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Your team is resisting change in customer service processes. How will you get them on board?

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Change is a constant in the business world, and customer service is no exception. However, when your team resists new processes, it can create a challenging environment. To effectively manage customer service, you must be able to navigate through resistance and bring your team on board with new procedures. Understanding the reasons behind their reluctance and addressing them with clear communication and support is crucial. By doing so, you can ensure that your team not only accepts the changes but also excels in delivering exceptional customer service using the new systems and processes in place.

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Collins Muatha (AMIHRM)

Front Office Operations ?? Human Resources ?? Customer Experience ?? Health Management System ?? CRM ??
Lígia Gon?alves

Ensino a vender sem lero-lero | Processos e Estratégias de Vendas | Sales Enablement | Eficiência Comercial | Gest?o de…
Ngozi T. Ehiwuogwu (莫愁兰）

MULTILINGUAL SALES PROFESSIONAL/ CUSTOMER SUPPORT STAFF

1 Understand Concerns

When faced with resistance, the first step is to understand the concerns of your team. Engage in open dialogue to uncover the root causes of their hesitation. Is it a fear of the unknown, lack of confidence in using new technology, or discomfort with altering established routines? By actively listening, you can empathize with their feelings and gain valuable insights into how to address their specific worries. This understanding will be the foundation for developing strategies to alleviate their concerns and foster a more receptive attitude towards change.

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Lígia Gon?alves

Ensino a vender sem lero-lero | Processos e Estratégias de Vendas | Sales Enablement | Eficiência Comercial | Gest?o de Clientes | método E.I.T.A. da prospec??o à experiência do cliente | Talentos 45+
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Para envolver sua equipe em mudan?as nos processos de atendimento ao cliente, comece entendendo suas preocupa??es e resistências. Realize reuni?es para ouvir feedback e identificar as principais obje??es. Aborde essas preocupa??es de forma transparente e mostre como as mudan?as beneficiar?o tanto a equipe quanto os clientes. Ofere?a treinamentos e suporte contínuo para facilitar a adapta??o e demonstre a importancia das novas práticas para alcan?ar os objetivos da empresa.

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2 Communicate Benefits

Once you understand their concerns, it's time to clearly communicate the benefits of the new customer service processes. Highlight how these changes will improve their work efficiency, enhance customer satisfaction, and potentially make their roles easier in the long run. Use examples and real-life scenarios to illustrate the positive outcomes. Remember, your team is more likely to embrace change if they can see the tangible advantages for themselves and the customers they serve.

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Collins Muatha (AMIHRM)

Front Office Operations ?? Human Resources ?? Customer Experience ?? Health Management System ?? CRM ??
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Communicate the why,what and how the change will enhance their duties efficiency, develop a communication plan that is more than just telling your employees what you what them to do, segment on what they care about and what they need to know, the vision and benefit the change will bring to the team, organisation and to the customer, explain consistently why the change is needed , what are the goals and outcomes, and importantly offer any kind support timely when the team ask for it.

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Sofía Merchán

Abogada en Derecho Corporativo | Especialista en Project Management | Consolidación de Alianzas Estratégicas y Dotación de Becas Solidarias para Proyectos EdTech LATAM en Fundación AICAD.
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Datos, a los jefes le interesan los datos. Cuánto hay que invertir, en cuánto tiempo se recupera pero sobretodo cómo se ve eso reflejado en las ventas. Siempre que tenga una idea es importante plasmarla en números y en tiempo.

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3 Provide Training

Adequate training is essential for smoothing the transition to new customer service processes. Ensure that your team feels confident and competent by offering comprehensive training sessions. These should include hands-on practice and step-by-step guidance. Make sure to create a supportive environment where team members can ask questions and express concerns without fear of criticism. By investing time and resources into proper training, you demonstrate your commitment to your team's success and ease the anxiety associated with change.

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Lígia Gon?alves

Ensino a vender sem lero-lero | Processos e Estratégias de Vendas | Sales Enablement | Eficiência Comercial | Gest?o de Clientes | método E.I.T.A. da prospec??o à experiência do cliente | Talentos 45+
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Para envolver sua equipe em mudan?as nos processos de atendimento ao cliente, comece entendendo suas preocupa??es e resistências. Realize reuni?es para ouvir feedback e identificar as principais obje??es. Aborde essas preocupa??es de forma transparente e mostre como as mudan?as beneficiar?o tanto a equipe quanto os clientes. Ofere?a treinamentos e suporte contínuo para facilitar a adapta??o e demonstre a importancia das novas práticas para alcan?ar os objetivos da empresa.

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4 Foster Collaboration

Encouraging a collaborative atmosphere can greatly assist in overcoming resistance to change. Invite your team to contribute ideas on how to implement the new processes more effectively. This not only empowers them but also promotes a sense of ownership over the changes. When your team feels that their input is valued and that they are part of the solution, resistance can give way to cooperative effort and innovation in customer service management.

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Collins Muatha (AMIHRM)

Front Office Operations ?? Human Resources ?? Customer Experience ?? Health Management System ?? CRM ??
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Encourage open communication with the team, let them speak their ideas upon the change, giving them chance to express their ideas on the change, this displays a sense of ownership over the changes, this all means generating a strong sense of shared creation and share responsibility this creates a climate of trust and facilitating strong relationships therefore giving a very cooperative efforts in the customer service management.

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5 Recognize Efforts

Recognizing and rewarding efforts to adapt to new processes can be a powerful motivator for your team. Celebrate milestones and individual achievements to show appreciation for their hard work. This recognition can come in various forms, from verbal praise in team meetings to more formal rewards. By acknowledging the challenges of change and rewarding progress, you reinforce positive behaviors and encourage continued engagement with the new customer service processes.

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6 Maintain Support

Finally, maintain ongoing support as your team adjusts to the new customer service processes. Change doesn't happen overnight, and continuous encouragement is key to sustaining momentum. Be available to address any further concerns and provide additional assistance as needed. Regular check-ins and feedback sessions can help you gauge how well the changes are being assimilated and where further support might be required. Your consistent presence and support can make all the difference in achieving a smooth and successful transition.

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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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Ngozi T. Ehiwuogwu (莫愁兰）

MULTILINGUAL SALES PROFESSIONAL/ CUSTOMER SUPPORT STAFF
(已编辑)
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Yes, as staff, we often become comfortable with familiar processes and may fear the unknown. I remember how frustrated I was when the Vici dial I had utilised effortlessly for months was upgraded with some 'not too familiar steps' However, managers can try involving teams in the change process , provide relevant training and support while also demonstrating patience . By doing this, employees feel more empowered to adapt and thrive regardless of the change. Overall, by empathetically understanding employee concerns and addressing them proactively, managers can help their teams embrace change and improve overall performance.

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Your team is resisting change in customer service processes. How will you get them on board?

1

2

3

4

5

6

7

1 Understand Concerns

2 Communicate Benefits

3 Provide Training

4 Foster Collaboration

5 Recognize Efforts

6 Maintain Support

7 Here’s what else to consider

Customer Service Management

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Your team is resisting change in customer service processes. How will you get them on board?

1

2

3

4

5

6

7

1 Understand Concerns

2 Communicate Benefits

3 Provide Training

4 Foster Collaboration

5 Recognize Efforts

6 Maintain Support

7 Here’s what else to consider

Customer Service Management

给文章评分

感谢您的反馈

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