A great customer experience is critical to the success of any business. Customer service teams are the ones speaking directly with customers and hearing firsthand what’s working and what isn’t working in the customer experience. And for the sole purpose of improving it, many companies have started using VR to learn customer service skills.
The ability to work together as a customer service team to determine the key ways to improve that experience is critical. The next key component is the ability to work effectively with others within the organization, whether it be marketing, operations, or IT, to share and execute on those improvements. At the very center of that equation is the ability to communicate effectively and work together, and that requires some level of team cohesion.
Intra-team Cohesion
Focusing first on cohesion within the team, leadership needs to put in the work to make communication strong. Here are three great ways to foster this on your teams:
- Learn about each other – Having members of your team complete a personality or learning assessment and then discussing in a group setting can be a powerful tool in helping them learn about each other and how to better communicate. Some great assessments include Strengthsfinder, DISC, and the Myers Briggs Type Indicator (MBTI).
- Have fun together – There’s no substitute for activities inside and outside of work in building camaraderie among the team. Find ways to have fun together and you’ll work better together.
- Dialog often – Regular dialog about the customer experience with the team is essential. Trust me when I say that you’ll never have to pull words out of a customer service team when you ask them what is and isn’t working about the customer experience. When you engage them in this discussion and then circle back throughout the process until some of their suggestions have been implemented, you show them that their voice and the voice of the customer are valued.
Source: Customer Think
Author: Jeremy Watkin