6 Tips to Better Lead Your Exceptional Customer Service Team

Great customer service is always in high demand. And if you’re leading a team of customer service representatives, keeping your team motivated and happy falls to you.

According to the U.S. Bureau of Labor Statistics, just under 3 million people work as customer service representatives in the U.S., crossing nearly every industry. Many work in telephone call centers, credit and insurance agencies, banks and retail stores, with the highest job growth (36 percent) projected over the next ten years in customer call centers.

And the importance of keeping customers happy is clear:

• “After one negative experience, 51 percent of customers will never do business with that company again.” —newvoicemedia.com.
• “80% of customers say they have switched brands because of poor customer experience.” —Qualtrics and ServiceNow
• “69% of people are willing to pay more for brands that offer good customer service.” —reported by 10WJAR
   

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But customer service jobs are anything but easy. Call center reps gracefully handle complaints, process orders and answer questions, all with a smile. “And keeping them fired up—motivated and interested— is an ongoing challenge, because the job can be boring at times” says SkillPath’s customer care manager. This SkillPath team has an almost unheard of longevity—all but two team members have been with the organization for at least 18 years.
 

Here are some customer service leadership secrets:

1. Show appreciation. 81 percent of employees said they’re motivated to work harder when their boss shows appreciation, according to groovehq.com. Notice when they’re doing a good job or handled a particularly difficult call.
2. Do what you can to make sure your team can be proud of the product or service. When customer service agents handle endless complaints about processes or products that aren’t working as they should, it can be demoralizing.
3. Add variety and opportunities to grow where possible. Are there occasions to cross train your team? Consider assignments that will enrich their work and formal training that will expand their skills. Be willing to train on continually evolving technology and job duties, recognizing that each person reacts differently to change. You don’t want to lose the knowledge of a skilled customer service person; so you have to be willing to help them embrace change at their own pace. Sales training, customer service training, handling conflict, negotiating and emotional intelligence would be a few specific training topics that might be helpful in the customer service field.
4. Competitive wages and a good benefits package. When compensation is fair and competitive, employees notice.
5. Take care of your team with a pleasant work environment. Treats, lunches and celebrations are always appreciated. Also, a manageable workload is a must, because exceptional service takes time.
6. Hire people who are service focused and adaptable. You’re looking for people who care about others and genuinely want to help. But because the field changes often, you also need individuals who are flexible and willing to evolve.

Exceptional customer service comes from exceptional customer service representatives. Leading that team well is vital.

UPDATED: Article updated from original March 29, 2021 publish date.