How do you build a team that delivers high customer satisfaction?

I agree with hiring for attitude. After hiring the right candidates, contiuosly help them to understand how the customer is an important stakeholder in achieving the company goals. And a realisation of the company goals can in turn help in meeting personal goals. Help them understand how exceptional customer experience can benefit them at an individual level. Further to shedding light on the bigger picture, empower them to make decisions without escalating every situation. This builds their confidence and significantly reduces the turn around times of customer queries.

Always hire for cultural fit first, skills can be trained or further developed over time. If a person does not subscribe to the same values of the organization then it can become detrimental to the larger community.

In my experience you hire for personality first. You look for people who truly enjoy helping others and seeing them succeed. Hiring that positive can do attitude will also boost the morale of those around them. Those that are happy stay in their position longer and become experienced customer service agents.

Hiring for attitude and aptitude is crucial for building a team that delivers high customer satisfaction. Look for candidates who not only have the right skills (aptitude) but also exhibit a positive attitude, strong work ethic, and alignment with your organization's values. This approach ensures that new team members are not only capable but also motivated to provide excellent customer service, contributing to a customer-centric culture.

Gosto muito do "CHA"! Conhecimento, Habilidades e ATITUDES! Atitude, para mim, é o carro chefe para sermos agentes de mudan?a em toda uma corpora??o!

Empowered team members who feel that the company puts trust in them are significantly more growing?? (try and error method) and thus gain the needed expertise in quick manner. Within this learning journey they usually build relationships ??with clients. Once the needs of the clients are visible and a relationship is well established, the team is able to provide great solutions for clients, which ends up in a significant satisfaction boost ????

In addition to providing comprehensive training to ensure that team members are well-versed in your products or services, as well as customer service best practices, continue to offer development opportunities to keep the team updated on new products, industry trends, and communication techniques.

Training and empowering your team are essential steps in building a customer-centric workforce. Provide comprehensive training to enhance their customer service skills and product knowledge. Empower them to make decisions that benefit the customer, reducing the need for constant supervision and bureaucracy. This combination of training and empowerment enables your team to confidently meet customer needs and exceed expectations.

It is so important to set expectations for customer engagement. This is something that is often overlooked when it comes to holding teams accountable. Implementing the proper incentive program can go a long way to ensure that proper customer experience standards are consistent across all locations.

Measuring and rewarding customer satisfaction is vital for sustaining a customer-centric team. Implement metrics like Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) to regularly assess satisfaction levels. Recognize and reward team members who consistently deliver outstanding service, motivating them to maintain high standards. This practice reinforces a culture of prioritizing customer happiness, which can lead to increased loyalty and revenue.

Effective communication and collaboration within your team are key elements for achieving high customer satisfaction. Encourage open and transparent communication channels where team members can share insights, challenges, and customer feedback. Foster collaboration between different departments to address complex customer issues efficiently. By working together and sharing information, your team can better anticipate and meet customer needs, ultimately enhancing satisfaction levels.

Communication is crucial in all aspects and avenues. Not just manager to employee, but cross-functionally and inter-departmentally too. Collaboration (and friendly competition) within the team keeps things fresh and motivating, while allowing the best ideas to bubble to the top. A great leader will encourage ideas, provide clear and direct feedback and, perhaps most importantly, accept feedback as well. Your team needs to have all the details to build rapport and trust with the customer, so making sure they have up to date details and providing important updates in between meetings keeps things timely and allows them to put their best foot forward with your customers.

Great leaders do two things as it relates to their teams. First, they listen three times as much as they speak. They listen intently to their teams regardless of the conversation. They let their teams know they are heard. Secondly, they listen with positive intent. Ensuring that leaders trust their teams and give them the benefit of the doubt, encourages respect and builds trust.

Continuously learning and improving from your team is essential for achieving high customer satisfaction. Encourage a culture of feedback and knowledge sharing among team members. Embrace their insights, experiences, and innovative ideas to refine processes and enhance customer service. By valuing and implementing feedback from your team, you can adapt and evolve, ensuring that your customer-centric approach remains effective and responsive to changing needs.

I've worked under managers in previous companies who thought their way was the best/only way and it really worked against them. If you're truly the smartest person in the room, you're in the wrong room. But most of the time they aren't and are leading from a place of insecurity. Being truly open to hearing feedback is one of the most important things a leader can do. Especially as it relates to your customer. As leaders we tend to be a bit more removed from the front lines, and while certain decisions might look better on a spreadsheet or a pie chart, that doesn't mean its the best move for the company, or the customer. The best way to improve offerings and processes are to listen to the people who live it every day.

It is important that primary responsibility of customer satisfaction is on sales team delivering products and services In many organisations , there are customer relations team which are made responsible for CX scores. Unfortunately that doesn’t help. With my experience , R&R programs of CX give better with results when targeted at frontline teams.

Mood is contagious! If the team feels happy and supported that will translate to the service they provide. Keep it upbeat whenever possible.

Honesty is always the best policy. If you have someone on your team who isn't bringing their A-game it can be easy to shy away from difficult conversations in an effort to spare feelings. However, this often backfires and only serves to further hinder the employee's growth and development. Don't be afraid to have those difficult conversations. I tell my team day one that their success, and the success of our customers is always my top priority, and that if they are missing the mark, I will help them get back on track, that feedback is never personal, and that I want them to succeed. They know I have their best interests in mind BEFORE those difficult conversations are even on the radar and are more willing to receive that feedback.