Enhance Teamwork in the Service Center
A team-based approach provides benefits for customers, for individual reps, and for the organization as a whole.
(Mountain Lakes, NJ, June 2, 2016) — Working in customer service can be stressful and demanding, a team approach provides a structure for sharing and support aimed at making the customer experience more consistent and more positive.
While a team approach allows for more autonomy on the part of team members, that doesn’t mean the manager isn’t involved.
In fact, say Mario Moussa and Derek Newberry, two of the authors of Committed Teams: Three Steps to Inspiring Passion and Performance, whether the manager is acting as team leader or simply overseeing the activities of the team, he or she needs to be in close contact with the team, communicate regularly, and help in terms of sharing information, decision making, and conflict resolution whenever appropriate.
Their research suggests that an "empowering" style of leadership with teams, rather than a "directive" style, tends to be more effective in the long run.
An empowering style is all about giving your team some level of autonomy or flexibility in defining roles and tasks.
A certain level of empowerment or autonomy will also ensure that the manager or team leader doesn’t become a bottleneck for the team, slowing things down when team members have to wait for a decision. "Instead, what you have created is a team that can respond really quickly, and they are not relying on you to delegate everything and to decide everything for them," say Moussa and Newberry.
"Some of the highest functioning teams that we have seen are the ones where, yes, a leader might have to step in at some point and make a final decision, but the entire team is onboard, or they at least feel that they have been heard," they say.
In the June issue of The Customer Communicator newsletter Moussa and Newberry shift their focus from management to the frontline and talk directly to reps about embracing teamwork.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The group’s materials include The Customer Communicator newsletter, training guides, DVDs, and Customer Service Week celebration materials.