Customer Experience

Support your Team!

How great was the BCS title game? That depends entirely on which team you were supporting, of course.  Alabama fans were over the moon, while fans of the Irish were less than thrilled at the outcome.

Nevertheless, there’s something to be said about how the teams were treated after all was said and done. While I am certain it was disappointing for the Irish to suffer such an beating, their fans didn’t immediately jump ship to another team. They congratulated the players for their hard work and a great season – after all, going undefeated during the season and making it to the BCS championship game is no easy feat!

There’s a lot to be learned here about how to treat your customers.  The main idea is that in customer support, you are helping customers just as much as you’re supporting your team – in whatever incarnation it appears.

Support Coworkers

Recommended for YouWebcast: Sales and Marketing Alignment: 7 Steps To Implement Effective Sales Enablement

Very much like the Irish, you have to support the members of your own team during both thick AND thin. During the toughest times you may have to pick your coworker up off the ground so they know they’re not alone.

It may sound dire, but it’s true in every situation. Perhaps your coworker has a huge failure when dealing with a huge customer and as a result the customer is threatening to pull their business. The coworker knows they messed up and that they’ll have to fix everything… and naturally they are a little stressed out about it.

This is where you can step in to help support your teammate, perhaps by taking some of the work load. If you were a member of the Irish, you could help some of your teammates with their fitness, speed, or learning plays. In the customer service world, it could involve making some phone calls or doing extra paper work. Whatever it takes to help get your teammate back on his or her feet and help get your team to its maximum potential!

Customers are a part of the Team

Your “team” doesn’t just include your coworkers and bosses. Too often businesses see the company/customer interaction as an “us versus them” type arrangement. If you are approaching each other as teammates, you’re all in this together.

In the end, a customer service agent and a customer want the same things – they want their transactions to go well, they want to be successful and they want the company to flourish and continue offering great service. Really, it all boils down to a simple truth: Both parties just want to be happy.

So don’t treat your customers like they’re on an opposing team. Such an outlook promotes an antagonistic, every man for himself environment in the customer service division. It’s a much healthier practice to instead promote methods that assist and improve the lives of your customers, just as you would for a teammate. How can you achieve such a lofty goal?

Just like the Irish and Crimson Tide fans, you should go out of your way to support everyone on your team. When you see a teammate distressed or struggling, take the extra time and effort to help address their problems. Always try to remember; it takes every member working together towards a common goal. And in a positive team oriented environment, when one succeeds, everyone succeeds.

  Discuss This Article

Comments: 0

Add a New Comment

Thank you for adding to the conversation!

Our comments are moderated. Your comment may not appear immediately.