How to Lead Customer Care Team

The Customer Care Team ensure great customer service at the heart of business, the team captures and analyses customer feedback and experiences through a number of initiatives and run support, incentive and training activities to consistently improve the customer experience and ensure a fast and first class service recovery when needed. In addition the Team manages a number of internal programs to identify and recognize individuals who have demonstrated excellence in customer service.

*providing help and advice to customers using your organisation's products or services;

*communicating courteously with customers by telephone, email, letter and face to face;

*investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;

*handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;

*issuing refunds or compensation to customers;

*keeping accurate records of discussions or correspondence with customers;

*analyzing statistics or other data to determine the level of customer service your organisation is providing;

*producing written information for customers, often involving use of computer packages/software;

*writing reports analyzing the customer service that your organisation provides;

*developing feedback or complaints procedures for customers to use;

*improving customer service procedures, policies and standards for your organisation or department;

*meeting with other managers to discuss possible improvements to customer service;

*being involved in staff recruitment and appraisals;

*training staff to deliver a high standard of customer service;

*leading or supervising a team of customer service staff;

*learning about your organisation's products or services and keeping up to date with changes;

*keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.