How to Build a Customer Service Team That Doesn’t Drive You Nuts
Building a scalable customer service team might sound as fun as organizing your sock drawer, but get it wrong, and you’ll wish you were sorting socks instead.
Building a customer service team from the ground up is a bit like herding cats. It’s chaotic, unpredictable, and you’re bound to get scratched a few times. But fear not, for I’ve braved the wilderness of customer support structures and emerged with insights that won’t just save your sanity but might actually make the whole process… enjoyable?
Start with a Magnifying Glass
First things first, you need to know what’s bugging your customers. Not in a “they’re just being fussy” kind of way, but what really grinds their gears. Is it slow response times, or perhaps the fact that your help page is as useful as a chocolate teapot? Zendesk talks about identifying customer pain points by diving into the types of issues they face, such as process, financial, support, and product-related problems.
Once you’ve got a handle on the headaches, it’s time to pick your battlefield. And by battlefield, I mean communication channels. Email is a good place to start. It’s like the trusty old dog of customer service – not very exciting, but reliable. Set clear expectations from the get-go by slapping your service-level agreement (SLA) right in your email signature.
When to Clone Yourself
As your business grows and the emails pile up, you’ll need to start cloning yourself, or, less sci-fi, hire more people. Your team’s structure should be a reflection of your support volume. Think of it as building a Lego tower – you don’t start with the fancy bits on top. HubSpot suggests engaging directly with customers and using your sales team’s insights to pinpoint those pain points.
Consider introducing tiers of support. Tier 1 could handle general queries, while Tier 2 dives into the nitty-gritty tech issues. And don’t forget about team leads. They’re like the older siblings who’ve been through it all and can guide the newer ones.
Hiring: Not for the Faint of Heart
Now, onto the hiring part. You want folks who are solution-oriented, patient, empathetic, and have a growth mindset. Basically, you’re looking for superheroes. But also, remember that these superheroes need to work well in a team. They should play nice with others, like sales, marketing, and engineering, to provide a seamless customer experience.
For managers, you need cheerleaders who can keep spirits high even when the going gets tough. They should be player/coaches – ready to jump into the fray themselves but also capable of guiding their team with a strategic vision.
Keep It Simple, Smarty
With your team coming together, it’s tempting to throw every tool and process at them. Resist that urge. Start with a CRM that doesn’t require a week-long training to understand. HiverHQ suggests using live chat and regular check-ins with your sales, marketing, and support teams to gather insights and identify pain points efficiently.
Growth: Not Just for Plants
Show your team there’s room to grow. Maybe a Tier 1 rep moves into a Tier 2 role, or perhaps there’s a path to CS management. The point is, there should be a light at the end of the tunnel that doesn’t just lead to another customer complaint.
It’s Your Party
Finally, remember, there’s no one-size-fits-all approach to building a customer service team. Your business is unique, like a snowflake, so your team structure should be too. Keep tweaking and adjusting until you find what works best for you and your customers.
And there you have it, a guide to building a customer service team that won’t have you pulling your hair out. Remember, the key is to start simple, stay organized, and always keep the lines of communication open – both with your customers and within your team.
