Customer service representative and effective service that do not fall just below the level, they can actively send customers or prospects of the opposition. A full team of customer service representatives who are performing poorly pose a threat to survival your own! So far, the team can go over a very short time. It can quickly become negative, have a bad attitude or to be defended just completely do a good job with their customers.

Understand the motivation
Motivation is the will to do so. Motivation refers to the reader to use their skills effectively to achieve a positive result with each client – in this event at a time. And motivated person wants to improve, do better and better. Highly motivated and customer service wants to overcome the opposition – to be better with their customers than any other company! To do this, they are working constantly to develop their knowledge and skills, and attitude and the client.

Obligations of the motive
obviously, there are prerequisites, things that should be in place before it becomes relevant to motive. It is important that corporate social responsibility does not know exactly what is “desirable” performance is – they really understand what you pay them to do. People talk often motivated staff, and when there is actually a poor performance by something very different. Staff was not really with the objectives of clients in general and on each call.

For example, an agent of the Office of Technical Assistance I think his role in the provision of information, and does so in a way is clear for him. The fact that other people find it is not fully understood “error” of the advocates of “stupid”. This may precede the agent said that the purpose is to clarify the information, and preferably all at once, so it is understood by the people less informed. These are the skills or they have to accumulate, and “professional” which is one caller never have to ask for clarification! Make sure that the team really understands what their goals and success.

Work on the direction of positive
Improve the position of the team in the field of customer service to customers, company, products or services is the first area of ​​focus. A negative attitude of one or more of these factors seriously demotivate if the team is rooted in the culture.

The team leader is essential here. In many cases, the team leader creates in fact negative by displaying a negative attitude themselves. Cannot influence the leadership be underestimated, and it can bring a team down very quickly. The opposite is also true. Will speak in a positive, praising the positive in the team, and collect evidence for submission to the Panel a positive help to circumvent negative in a very short time.

Parking is easier and faster to change the stimulus team is to involve the same team to work actively in this regard. For example, if the team has a negative attitude of the University, cannot be the team leader to help the team with new ideas to improve this situation. They can invite people from other departments to give a lecture about their work, inviting people to give the benefits of selling their products or briefings from management actions of the officers of the institution is to take at this point in time.

Lack of skills and frustrating
Team must also have the knowledge and skills necessary to function properly. You must have a good knowledge of products and services, and language to respond to inquiries, and the flow of interactions. You must have the necessary skills to deal with all types of or relating to the situation, and provide every opportunity for success. In fact, you should understand that it does not require skill, and it’s not just a matter of customer “taste” of some and others do not!

If the team was the absence of knowledge of the product, or approach to manage a delicate situation, they can quickly set up defenses. These defenses keep them from looking up for a good solution for this customer for good or skills required to manage this type of interaction.

Once again, the team and team leader, together, can work on improving skills. They can shop in a difficult call to meet the team and work on the best approach and timing of this call. Can be placed with the reward of fun in the beginning of the week, on a farm good, and team goals ahead, and so on until – they can work on improving a specific area of ​​call each week to help them focus on their skills and “Quote of the week” or “the best guarantee for this week. ”

Listen to the calls is always useful. It is much easier for someone better if they listen to the calls 1 or 2 of each week. Must be the President or representative of the coach to inform the customer service (customer service training) to get to know one or two of the strengths of this call, and a space to work in the next week. This is an opportunity for praise and recognition and setting goals for next week – two practices a very stimulating.

Praise and appreciation
Praise and appreciation are the most important tool to motivate your team to perform well, to have a positive attitude and be good team players. Leaders must manage the team and coaches use this tool to build an effective motivating high performance teams.