Your team is divided on improving customer satisfaction scores. How can you unite them towards a common goal?

Customer satisfaction scores can be higher if we build the trust between the customer and the company. Each member in the team has to believe that he is effective and he needs to focus on every and each interaction with the customer not only to achieve CSAT but also to build that trust.

Avalia??o Diagnóstica ? Entrevistas Individuais: Converse com cada membro da equipe para obter uma compreens?o detalhada de suas preocupa??es, sugest?es e pontos de vista. ? Pesquisas An?nimas: Use questionários an?nimos para permitir que os membros da equipe expressem suas opini?es sem medo de retalia??o. ? Análise de Dados: Examine dados de desempenho e feedback de clientes para identificar padr?es e áreas problemáticas. Comunica??o Transparente ? Reuni?es Regulares: Estabele?a reuni?es de equipe semanais ou quinzenais para discutir abertamente problemas, solu??es e progressos. ? Canais de Comunica??o: Crie canais de comunica??o claros e acessíveis, como um fórum interno ou um grupo de chat dedicado.

Create a table and ask them to input the metrics they are working on. This 1 hour exercise will give you an idea: which those metrics are, how many each person is working on, if they have a clear exit target number for their metric for each quarter, etc.

Ask the right questions. Don’t let personal and/or sourced assumptions/rumors cloud judgement. Trust a feeling not an instruction.

1. Start a debate on " Why they think that their POV will improve scores ? " 2. Ask them to make a note of all the points mentioned by each and every member. 3. Display all the points in an Excel table format on a large screen to everyone. (Individual name along with their points) 4. Select all the common points and keep it in separate column. 5. For remaining uncommon points will ask each and everyone to debate with me why this is affective and should be considered in the common points column. 6. At the end will have a column which everyone will be agreeing to and hence bringing everyone together towards same goal.

The team should have 1 North Star metric, each sub team can have 1 key metric they track on quality side and 1 on efficiency side and then you can go tops down diving metric into components that contribute to overall North Star. For example (in theory because this is not necessarily the best metric): you can have overall CSAT as a metric and your support leader as a DRI for this metric, then this leader might have reports responsible for Support in 3 different countries, each of them will become the DRI of CSAT in their countries, etc.

Ensure that the vision for customer satisfaction aligns with broader organizational goals. Communicate how achieving higher customer satisfaction scores will contribute to the company's success, such as increased customer loyalty, higher revenue, and a stronger brand reputation. Involve team members in the process of defining and refining the vision. Encourage their input and feedback to ensure that the vision resonates with everyone. This inclusive approach fosters a sense of ownership and commitment to the goal.

Exampling great customer service goes beyond a checklist—it's about embodying character, mindset, environment, and contribution. Setting the tone for your team and shaping customer expectations stems from creating an environment that excels in customer service. Having a sense of urgency and desire to find a solution to another’s problem is contagious. Leading by example is key. #CustomerService #Leadership #Teamwork #ClientExperience

One thing I’ve found useful in a scenario that includes the whole team, it to recreate the customers experience. Role playing with my team in various role positions had always created uniformity and belonging amongst the team, as well as concluding with a common idea and thread.

Have 1 KPI per each key team member that is: clearly set, part of the overall KPI walk and is tied to the performance plan of the employee.

Foster an environment where team members feel safe to share their ideas and opinions without fear of criticism or retribution. Encourage respect and open-mindedness during discussions. Organize regular brainstorming sessions focused on specific aspects of customer satisfaction. Use structured techniques like mind mapping, SWOT analysis, or the Six Thinking Hats method to guide discussions and ensure productive outcomes. Encourage contributions from all team members, regardless of their roles or seniority. Emphasize the value of diverse perspectives in generating innovative solutions and identifying blind spots.

Engaging the team in knowing the ROI & Revenues gives a sense of attachment to the team performance, welcoming Ideas & voting to implement one of the Ideas gives the majority of the team a Sense of control. A wish becoming a reality. hence Customer Satisfaction wish an inner smile.

?Treinamento em Atendimento ao Cliente: Realize sess?es de treinamento que cubram os fundamentos do atendimento ao cliente, incluindo habilidades de comunica??o, empatia e resolu??o de problemas. ?Treinamento de Produto e Servi?o: Garanta que todos os membros da equipe tenham um conhecimento profundo dos produtos e servi?os oferecidos, permitindo-lhes responder perguntas dos clientes de forma precisa e confiante. ?Sess?es de Feedback e Melhoria: Crie sess?es regulares onde os membros da equipe possam dar e receber feedback construtivo sobre suas intera??es com os clientes. ?Treinamento em Técnicas de Escuta Ativa: Ensine a equipe a praticar a escuta ativa, garantindo que entendam plenamente as necessidades e preocupa??es dos clientes.

One thing have found so helpful, not all things get fixed by deep Logic. Spiritual Forces unites humans more than the logical, regardless of the Faith or an Atheist most rigid Hearts abate with just a few minutes of closed eyes in Prayers. As a leader & a Being, i believe it's vital not to be outsmarted in perspectives, it is so momentous to know about both major dimensions/realms, the Seen & the Unseen. Whether meditation, prayers or your preference, Call all, hold hands as one & pray before duty, pray openly against negative Ego & pride, pray unity to bloom within the day or ask one of the members who wish to pray do so, randomly but consistently, People become one, rain or shine of each other's Believe system.

After you define KPIs, track with the core working team the weekly change and have the owner of the KPI explain if it's off track/on track and why. If it's off track have them prepare a clear plan to get back on track.

Reconhecer e celebrar conquistas é um motivador poderoso para unir sua equipe. Quando marcos s?o alcan?ados ou a satisfa??o do cliente melhora, reserve um tempo para reconhecer os esfor?os da equipe. Celebrar esses sucessos refor?a comportamentos positivos, incentiva uma cultura de excelência no atendimento ao cliente e lembra a todos do poder de trabalhar juntos em dire??o a um objetivo comum.

Acknowledging a job well done, or a goal met, can make or break most employees. It is important to let them know you are aware of their achievements and that you are proud of them by letting them know it's a job well done!

Celebrating the little & major successes jointly is subconsciously awesome to all, rewarding not only the Customer focused but also the one who helps the team the most in a known segment of time ritually creates a sense of patriotism & appreciated, Inevitably hence togetherness in Customer satisfaction by default.

Each KPI needs to have a so called walk to achieve it. It's not enough to just say: we want to improve CSAT from 4 to 5, there has to be a list of initiatives and sized impact of those to have confidence and specific plan in achieving the goal. You and every person on your team needs to know that CSAT improvement from 4 to 5 will happen 50% from Agent training, 30% from redesign of the app and 20% from improving operational quality. Ad each of these 3 initiatives need to have a distinct owner, whose entire focus in achieving their portion of CSAT improvement.