2 Smart Ways to Use Your Team to Solidify Customer Service Best Practices

Your organization has come a long way. You convinced leadership that the service team needed to change their behavior in order to truly serve your customers. According to the service assessment you insisted was necessary, complaints were mounting and business slowing as a result of customer dissatisfaction.

But, with targeted and quality training, you turned it around. Customer satisfaction has increased three-fold. What can you do to maintain the positive momentum?

Customer service strategy professionals suggest you use your team. Here are two ways your own well-trained folks can help:

1. As performance coaches. Pair your top performers with colleagues who struggle. Your A players can act as observers, give immediate and constructive feedback to their peers, and suggest better ways to handle real customers in real situations.
2. As keepers of best practices. Ask them to report stories of superior service. When a team member goes the extra mile to delight a customer, the story should be captured and passed on to others so the learning can be shared.