{"id":76,"date":"2017-03-17T09:18:33","date_gmt":"2017-03-17T16:18:33","guid":{"rendered":"https:\/\/hengreamaze.wordpress.com\/2017\/03\/17\/how-to-assemble-a-customer-service-dream-team\/"},"modified":"2023-08-31T05:28:25","modified_gmt":"2023-08-31T12:28:25","slug":"how-to-assemble-a-customer-service-dream-team","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/how-to-assemble-a-customer-service-dream-team\/","title":{"rendered":"How to Assemble a Customer Service Dream Team"},"content":{"rendered":"

A fool proof formula for customer success.<\/strong><\/p>\n

\"\"<\/figure>\n

The best customer service team is the one that has accompanied you during growth. Over the past several years we\u2019ve assembled an arsenal of insights and ideas about how to assemble the perfect customer service team. It\u2019s not for every business but it\u2019s not a bad to start.<\/p>\n


\nDon\u2019t Hire (not yet)<\/strong><\/h2>\n

The worst thing you can do for your customer service culture is by kicking it off with a round of new hires. In addition to being risky business, hiring new people means new personalities, new habits that need moulding, and new processes that need shaping. There\u2019s no time for that. Customers are waiting. Questions need resolving and sales to be made. Skip this part and learn to grow your own leaders.<\/p>\n

People that know the ins and outs of your business are best suited to become managerial liaisons between your customer service team and other teams. They\u2019re proven and understand the requirements and stakes. Whatever habits they had\/have already work the rest of your processes.<\/p>\n

Our own customer service team is composed of CEOs, co-founders, CTOs, developers, and of course, customer experience gurus.<\/p>\n

\"\"
Reamaze Dashboard: Staff<\/em><\/figcaption><\/figure>\n


\nFocus on a Few Metrics. Ignore the Rest.<\/strong><\/h2>\n

Less is more. Pick one or two metrics that you\u2019d like the entire team to focus on enhancing. Optimize your tactics, protocols, and tools strictly on boosting, for example, appreciations per day, and other aspects of your service operation will follow suit. Things like response times or volume or agent-specific metrics won\u2019t tell you much about the customers\u2019 overall experience so it makes sense to ignore them for the time being. If you track your Net Promoter Score, a good target is to get into the 70s to low 80s.<\/p>\n

Feel free to track other aspects of your customer service team performance for training and future optimizations but don\u2019t feel you need to absolutely share them with everyone on your team.<\/p>\n

\"\"
\nReamaze Dashboard: Appreciations Report<\/span><\/em><\/em><\/figure>\n
\"\"Reamaze Dashboard: Hotspot Report<\/em><\/figure>\n


\nSkip Formal Training. Trial by Fire.<\/strong><\/h2>\n

Training is important (like everyone says) but results are only as good as your training regiment (most don\u2019t tell you this). A good training program can only be drafted after many months and sometimes years of trial by fire. The great advantage of being human is our ability to self navigate, correct, and assemble.<\/p>\n

\"\"Reamaze Appreciations<\/span><\/em><\/em><\/figure>\n

Whether you\u2019re promoting from within or encouraging everyone on your team to be customer service gurus, head straight for the deep end. Some might require a bit of assistance but trial by fire is the fastest way to get people up to speed in terms of understanding customers\u2019 state of mind and how that\u2019s connected with your product and business. Max is one of our newest rockstar developer and received his first appreciation on his first reply. Go figure.<\/p>\n


\nFocus on Boosting Transparency and Accountability<\/strong><\/h2>\n

Everyone improves when everyone is knowledgeable and aware of what is going around them. When someone makes a mistake, it is their ultimately their fault, but far more valuable than where to look when something goes awry is the ability for the collective to come together and solve a problem together. That can only happen if you\u2019re set up to do so.<\/p>\n

Give your team the ability to self regulate. You can have a single point of authority but not at the expense of a reduction in individual accountability.<\/p>\n

\"\"
\nReamaze Dashboard: Roles and Permissions<\/span><\/em><\/figure>\n


\nEveryone is an Author<\/strong><\/h2>\n

The best way to learn is to teach someone something. Get your team into the habit of jotting down useful knowledge to share with the community. Have everyone on your team create, manage, and maintain knowledge base articles on a daily basis. Adding knowledge sharing to your daily workflow will ensure a robust communications lifecycle.<\/p>\n

CUSTOMER > SUPPORT > AGENT > CUSTOMER > KNOWLEDGE BASE ><\/p>\n

\"\"Reamaze Embedded Knowledge Base \/FAQ<\/span><\/em><\/figure>\n
\"\"Reamaze Embed: Shoutbox with Self Service Mode<\/span><\/em><\/figure>\n


\nWant more tips?!<\/strong><\/h2>\n

Read our book about setting up a great customer service culture:<\/p>\n

\n

Interested in what else we have to say? Make sure to recommend this article by clicking the heart and follow us for more stories about startup life, customer service, and tips on treating customers right.<\/em><\/p>\n

You can also find our multi-brand, multi-channel customer service platform at https:\/\/www.reamaze.com<\/a>. Follow @reamaze<\/a>.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

A fool proof formula for customer success. The best customer service team is the one that has accompanied you during growth. Over the past several years we\u2019ve assembled an arsenal of insights and ideas about how to assemble the perfect customer service team. It\u2019s not for every business but it\u2019s not a bad to start. … Continue reading “How to Assemble a Customer Service Dream Team”<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":5774,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[32],"tags":[39,38,36,43,37],"class_list":["post-76","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service-best-practices","tag-business","tag-customer-service","tag-startup","tag-team-building","tag-technology"],"yoast_head":"\nHow to Assemble a Customer Service Dream Team - Re:amaze Blog<\/title>\n<meta name=\"description\" content=\"Build Customer Success: Grow leaders from within. Focus on key metrics. Embrace trial by fire training. Enhance transparency. Empower knowledge sharing. 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