There are more and more demands being made of front line team members, and sometimes the pressure can be heard by your customer. As the leader of a customer facing team you must be aware of what is going on with your team members – how to best support them, develop their skills and handle some tough situations. Building a strong customer service team is no easy feat. Here are some suggestions for building and strengthening your team:
Hire the right people
Decide up front what skills, strengths and personality you want on the team. The team creates its own culture based on your leadership. Be clear in interviews about what expectations you have for the job, what will create success and how it will be measured. As you narrow down candidates it’s a good idea to have them meet a few people on the team. Let the candidates get a feel for the team they may be working with.
Be a team member as well as a manager and leader
A successful team is only as successful as each individual team member. By viewing each role as an integral part of the team, not as a subordinate, each team member feels valued. This results in greater trust, smoother...
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