For yours truly, we’ve selected 10 of the most important ones you need to bear in mind to build a first-rate customer service team

1. 10 WINNING WAYS
TO BUILD A GREAT
CUSTOMER SERVICE TEAM

2. With customers becoming increasingly demanding of
quality customer service nowadays, apparently it also
becomes increasingly hard to build and nurture such
team to meet these expectations.

3. Even if you think your customer service team is
customer focused enough, it might be worth it still
to think twice on how you can improve on it from the
inside.
For yours truly, we’ve selected 10 of the most
important ones you need to bear in mind to build a
first-rate customer service team

4. The definition of ‘right candidate’
is pretty expansive, but the gist of
it is that they need to be someone
who is passionate about their job
in serving and helping customers.
In the end it doesn’t really matter
what their backgrounds are, as
long as they have the right
attitude and relevant skill for the
job.
Hire
the right
candidate
for the job

5. This part is inevitable; for your
team to learn the effective way to
serve customers would take
training – and a lot of it too.
The lesson can range from
improving product or service
knowledge to understanding at
heart the company’s standards.
Invest in
customer
service
training

6. Giving and trusting your
employee with the authority to
make their own decisions is
important.
Sometimes their actions might
actually surprise you and your
customers (in a good way) –
proving that they are able to do
better than what was initially
expected of them.
Empower
your team
members

7. While the previous point does
note that your customer service
members need to be able to
come up with their own
decisions, establishing an
authoritative figure is
nevertheless still necessary to
supervise the entire process –
ensuring that your team is
running properly and efficiently.
Define a
point of
authority

8. Instill
positive
company
culture
The significance of this point
stems from the belief that
positive, encouraging company
culture makes a happy worker,
which in turn makes a better
worker. Many research have
come in support of the
statement, believing that strict
rules in workplace discourage
employee’s motivation and
further interest in their work.

9. Engender
teamwork
Customer service is not just an
individual job; in improving your
team’s service performance you
need to realize that collaboration
between each member is
important.
These forms of collaboration can
take shape in as simple as
helping out each other in the time
of need to sharing information in
dealing with a particular
customer’s problem.

10. Measure
performance
with the
right metrics
Instead of focusing on the right
metrics – that is overall
customer satisfaction or the time
and quality per call – many
companies often force a quota
(e.g. the number of calls, e-mails
or orders managed) for the
customer service representative
to fulfill, leading these reps to
prioritize quantity over quality.

11. Reward
your team
members
Giving back to your customer
service team goes a long way in
improving their morale and thus
motivating them to do even better
in their job.
The types of reward themselves
can vary from praises to even
incentives. No matter which ones
you choose, just keep in mind that
they help demonstrate the culture
and values your company wants
to promote.

12. Allow
opportunity
for growth
Nothing worse that can happen to
your employees other than feeling
like they’re stuck on a dead end job
with no opportunity to grow.
This is often what demotivate them
in giving their best, causing the
lackluster customer service front you
and your customers never wish for.
As such, the only way to avoid this is
by providing a space for them to
develop and branch out.

13. Listen to
your team
members’
feedback
What better way to find out how
you can improve your customer
service team other than asking
the team itself for feedback? As
the key actors of the
proceedings, surely they would
be the ones who first experience
the major issue and can report on
it. Their feedback too, can
potentially give you some insight
that might otherwise get
unnoticed.

14. Thanks for reading! If you’d like
to read more contents like this,
feel free to visit our blog at
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