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Creating a customer service dream team


Apr 15, 2019

The notion is as old as business itself: a successful business depends on its customer service. We know the mantra from our days of high school summer jobs at the local burger place. The customer is always right, always keep the customer happy.

For many of us, even as leaders of large companies, that adage holds true today: the customer is always right, even this new customer we are hearing so much about recently. Customer service and assembling the right customer service team is more critical in this age of digital technology and on demand service than ever.

Understand what customers want

Customers want the knowledge of experts minus the expert-speak. For instance, they want know all the nooks and crannies of policy terms and conditions of a product in plain language. They want to know what’s buried in volumes of fine print. Ideally, they’d want to service themselves, but if they can’t, then they expect the customer service team on the other end of the call to be as connected and knowledgeable as they are.

How can you make this happen?

  • Be available 24×7 by going on cloud
  • Be available on channels and devices of customers’ choice
  • Build user-friendly interfaces

Build the team to make it happen

Getting the right people is the key to make anything happen. Specifically, with customer service, qualities of empathy, patience and adaptability cannot be emphasized enough. They need to be clear communicators and be knowledgeable in the subject area. More and more customer service reps are not coming from the insurance industry, so you will need to invest in training to build resiliency in your team.

How can you make this happen?

  • Foster and develop a team environment. Give your reps something to feel part of, then they will want to go the extra mile to contribute to the success.
  • Create team building activities. It can be as simple as t-shirts for the group or as complex as organized activities like events, outings and games.
  • Encourage growth. Coordinate mentoring and training programs with veteran team members and the new generation team. This encourages knowledge transfer and collaboration.

Empower your team

Once you have built the right team, it’s important to empower your team with the tools and additional knowledge.

How can you do this?

  • Institute goal setting with your team to give them the power to feel part of success metrics.
  • Provide them with the right technology tools to service customers in the manner they expect to be serviced in this age.