When it comes to having a powerful workforce, it’s natural to hire the most talented individuals for the job. A study of more than 600 000 participants found that the high performers were 400% more productive than the others. The ‘best’ workers do the ‘most’ work, but companies often fail at finding and keeping them. This ultimately has a trickle-down effect on the quality of customer service.
Managing a work team and overseeing employee development requires even more skill. How you treat your workforce becomes a reflection of how they will treat your customers. Therefore, the responsibility of the team leader is to create the right company culture and a ‘happy’ work atmosphere. Investing in and helping your employees reach their potential tends to lead to a loyal, more productive team who then produce great customer support.
So how do you create this dream team?
Know what the Team Needs
This involves several aspects such as meeting physiological and safety needs through proper remuneration and a guaranteed job. Providing a sense of compassion and belonging by means of relationship building between colleagues and the organisation itself. Building up self-esteem and self-actualisation to boost employee confidence.
Create an Environment for Growth
People can only realise their true potential when given tasks that challenge them. Giving employees a project that is out of the ordinary, rotating responsibilities or promoting job ‘shadowing’ all help to build new skills and encourage employees to push their own boundaries.
When someone has been doing the same job for years, things can become mundane and possibly unproductive. Expose your employees to colleagues with different fields of expertise. This will give them new perspective and allow them to broaden their skillset.
Do Customer-facing Role Play
Putting theory into practice is often more challenging than it seems. It is easy for an employee to sit in the office and make calls about how to achieve the best customer service. However, it is a different scenario when a client is standing in front of you. This is why you should engage your employees in client role-play situations or have them in the field interacting with the clients directly.
Consider holding more regular, less formal feedback meetings where you approach your team with relevant advice that is coming from a place of empathy and understanding. Constructive advice solidifies the workforce and allows everyone to be on the same page when it comes to producing quality customer service.
Get to know your Team
Although you may not want to overstep the boundaries of working relationships, it is important to get to know the individual strengths and weaknesses of your team. This allows you to create a network of tasks and responsibilities suitable for the right people. Knowing your individual employees also allows you to approach them in the most appropriate manner and makes them feel genuinely appreciated.
The conclusion to creating a powerful and successful work force is knowing how to effectively manage talented individuals. The key is to generate a happy and fulfilling work environment where employees feel valued and respected and then reap the results of equally satisfied clients.