A good leader is one who values his employees and treats them with respect. Various studies show that employees who are mistreated, kept in dark about business activities, or under valued tend to not perform at their best, affecting the business as a whole. In order to improve your customer service process, you need to get more out of your employees. This does not mean making them work till they drop. This means making them perform at their best with the help of the right amount of motivation, inspiration and guidance.
Although there are some employees who are comfortable with being told to do what needs to be done, there are those employees who like to take on more responsibility and like doing things beyond their daily list of chores. However, you can’t assign sales tasks to customer support agents. Lets take a look at all the power you can and should give your employees.
Let them take their own decisions
Obviously, this point can only be valid if those top-performing employees who are thorough with your business processes. Let them make their own decisions when it comes to customer support. Remove any barriers that block them from putting their customers first. Take away the hassle of them having to reach higher authorities in order to get permission for carrying out something they are sure of themselves.
Let them make business suggestions
When it comes to the frontline processes like customer support, nobody will understand it better than the customer service agents themselves. This is because they get first hand experience with customer interactions related to your business. Even if they aren’t qualified enough to understand your business operations, they may have suggestions that can drastically improve the quality of your customer support.
Let them collaborate on complex issues
A group of minds working on one problem is more productive than one mind alone. If any one of your employee’s is having a difficult time dealing with a query, let them take the help of their peers so that a quick and more meaningful solution can be provided. For example if there is an upset customer who has already sent 3 mails regarding his issue, you can have multiple employees check the email thread through team inbox collaboration, bring together a united workforce. This can possibly make that customer feel more special about the dedication your employees have towards solving one query.
Let capable employees resolve queries
Pending queries are inevitable. Every business has to deal with those difficult queries. It is unfortunate when that query lands into the hands of an employee who cannot provide a solution. Let those employees who are confident of providing a solution, take charge of that query. This is a good way of reducing the response time and makes customer service a team effort.
Aspiring leaders and managers should be willing to exercise their leadership in such a way that their people are empowered to make decisions, share information, and try new things. If future leaders have the wisdom to learn from the experience of present leaders, and if present leaders have the wisdom to build an environment that empowers people, both will share in the benefits.