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5 Hints on How to Build an Effective Customer Service Team

April 17, 2018
5 Hints on How to Build an Effective Customer Service Team

Building an impressive customer service team takes time. Of course, it also requires a financial investment. You have to provide training for your team, as well as incentives that will keep them motivated. It’s all worth it!

What attitude do you have towards a particular brand? Think about the last time you had to contact the customer support center for a product or service you used. Your impression of that brand was heavily based on the treatment you got, right?

A dedicated support team makes the customer feel safe about choosing the particular brand. No matter what issue occurs, they trust that the team will solve it really quickly. Companies like Amazon and Apple thrive not only because of their unique offer, but also because of their approach towards customer support.

Do you want to make your business just as reliable? You can if you invest enough effort in the process of development of an effective customer service team.

5 Hints on How to Build an Effective Customer Service Team

1. Q&A Section of Website

When someone encounters a problem with their product, the first thing they usually do is search for a solution on Google. For example: “What if my Hurom juicer is leaking?” Google that, and you’ll immediately get to the Q&A section of the brand’s official website.

Why is this important? Because it gives answers before the user even contacts the support. It saves them a lot of time and nerves.

Your customer support representatives should keep track of all questions the users have. Then, you should collect the frequently asked questions and provide detailed answers.

2. Focus on Training

How well will your customer support team live up to your expectations? It depends on how well you train them. You must provide regular training sessions on different themes. For example, you can teach them how to boost their communication skills and other soft skills, or you may teach them how to develop hard skills, such as dealing with HTML code.

Provide frequent training regarding upcoming product launches. Make sure they understand everything about the product or service and they know how to help a customer get the most out of it. In addition, you should train them how to provide management with feedback regarding the complaints they get and the issues they face.

3. Motivate Your Team

Your organization’s development is based on its core values. Those values should be incorporated in all levels of the business, including the customer support.

First of all, it’s important to hire motivated employees, who understand these values and are ready to stand behind them. Ask these questions during the interview:

  • Why do you want to be a customer service representative?
  • Are you familiar with the core values of our organization? (These should be featured at your website. Otherwise, you can’t expect a job applicant to be aware of this aspect of your business.)
  • How would you handle *a particular situation*?

It’s important to hire motivated customer support representatives, but it’s even more crucial to keep motivating them along the way. Offer bonuses for the best ones, and keep reminding them of the company’s core values.

4. Encourage Collaboration

Your customer support agents should not work as individuals. They must work as a team. If, for example, someone is not sure how to help a specific customer, another representative should be ready to step in. There should be higher levels of support, which will handle the refunds. The communication between them and the lower support levels should be effortless.

How do you nurture the team spirit within the customer service department?

  • Organize team building activities.
  • Encourage them to collaborate. Explain that there’s nothing wrong with asking questions and asking a colleague for assistance.
  • If you’re dealing with a remote customer support team, connect them all with a specialized collaboration tool.

5. Teach Them How to Use All Contact Channels                                                                               

The companies with ultimate customer support are available on all channels. You’ll see a live chat on their website, as well as email and phone contact options. In addition, they will be available on social media. If someone tweets them with a question, they will answer right away. They will also answer messages on Facebook, and the response time on their page will be less than one hour.

When you provide support across multiple channels, your brand gains instant reliability. The users will be able to get solutions to their problems through any contact option they prefer.

Building an impressive customer service team takes time. Of course, it also requires a financial investment. You have to provide training for your team, as well as incentives that will keep them motivated. It’s all worth it!


Brandon Stanley is a professional independent journalist. He is interested in writing articles concerning team-building and HR-management. Apart from that, Brandon loves traveling and playing the piano.

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