For many businesses, customer service professionals are the only employees who actually interact with customers. Their ability to provide a positive, genuine experience is paramount to keeping customers happy and keeping the revenue flowing in.

Your job, as the manager of the customer service team, is to pave the way for those professionals to do their job as efficiently and enjoyably as possible.

As the leader of PaySimple’s Customer Experience division for almost 10 years, I’ve had the pleasure of helping grow the team from three to a 15, winning several prestigious customer service awards along the way. Here are some of the strategies I have found most useful in getting us to this point.

Tips On How to Manage a Customer Service Team:

Make metrics fun

Measuring your team’s activities and results are important for your business, but also important for your team. It helps them see their daily output and quantify the impact they are having engaging with your customers. It also creates a healthy dose of competition amongst the team when they can see where they stack up against other team members.

I suggest sharing activity metrics daily or weekly and highlighting the top performers by giving kudos about what they did to move the needle. I also suggest recapping metrics monthly with the team to share results, celebrate wins, set goals and come up with a shared focus for the upcoming months.

Create ‘mind space’ through an optimized organizational structure

Do you ask your customer service team to wear ALL the hats? It’s not unusual for service teams to be responsible for any and all customer issues post-sale, often resulting in disjointed days where team members are moving from task to task in an unorganized way. Almost all service roles are reactive to a customer’s need, but your team doesn’t have to feel like they are in a constant state of fire-fighting.

Think about ways to optimize your team structure and days so that you are giving them as much ‘mind space’ as possible to focus on the task at hand and then quickly move onto the next. If possible, splitting your team into groups of folks focused on similar tasks is a great way to improve productivity.

Alternatively, if it works for your business, consider time-blocking for specific tasks or via specific support tools. While we all like to think we are excellent multitaskers, studies have shown that we are less productive when we multitask than when we have time to focus on one task at a time.

Think about ways you can create more mind space for your team to reduce the amount of multitasking and provide more opportunities to cross things off the list.

Create promotion paths for employees

Building scale into a service organization is critical to the success of your team and to delivering a consistent service experience for your customers. Creating a tiered support model accomplishes a lot of serious wins for your team and company. This structure creates an easy way to onboard new employees without overwhelming them with too much training. It also allows groups of team members to focus on specific tasks based on their tenure and experience and provides an escalation path for more complex problems. Finally, it creates an excellent promotion path within your organization, demonstrating that, with hard work and tenure, folks can move up within the service organization.

Try to implement a clear path for team members to aspire to to help them feel invested and like they are working towards a shared goal. Your customers and employees will be better for it.

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Leah Bowes

Leah Bowes

My name is Leah Bowes and I am the VP of Customer Experience. I headup the Customer Success and Customer Care teams and own the holistic "customer experience," ensuring that we provide consistent communication, ongoing product improvements, access to educational materials, and strong relationship development and support. I have been a member of the PaySimple team since January of 2009. I am originally from New Jersey, and although I don’t have an accent (most of the time), I still consider myself a little bit of a “Jersey Girl.” I love to read, write, paint, entertain and cook, run, do yoga, spend time with family, friends, and our new pup, listen to live music, and travel.

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