Te cuesta liderar un equipo en un rol de experiencia del cliente. ¿Cómo puedes gestionarlos eficazmente?

To effectively manage a team in a customer experience role, empower your staff by clarifying their roles, trusting them with responsibilities, offering development opportunities through training and mentorship, providing regular constructive feedback, and recognizing their achievements to boost morale and motivation.

Leading a CX team requires a delicate touch. Empower your team with clear goals and the resources to shine. Trust them to make decisions and solve problems. Foster a culture of open communication through regular meetings and feedback loops. Celebrate wins and recognize achievements to keep morale high. Most importantly, remind them of the customer impact their work has. By creating a supportive and empowering environment, you'll guide your team to deliver stellar customer experiences

Eu buscaria a compreensão profunda das motivações e necessidades individuais de cada membro, como peças de um quebra-cabeça. Através da comunicação clara e empática, criaria um ambiente onde cada um se sente valorizado e ouvido, impulsionando a colaboração e a criatividade. Ao invés de microgerenciar, delegaria responsabilidades com base nos talentos e paixões, inspirando a autonomia e o senso de propriedade.

This is an exceedingly important approach to not only customer service, but all levels within an organization. From cleaning crew to CEO. I highly recommend reading “It’s Your Ship” by D. Michael Abrashoff.

Capacitar a equipe na experiência do cliente é essencial. Isso significa dar autonomia para decisões que beneficiem o cliente, o que acelera a resolução de problemas e aumenta a satisfação. Além disso, capacitar a equipe com treinamento e recursos necessários faz com que os funcionários se sintam valorizados e confiantes, o que leva a um atendimento mais proativo e eficaz. Em resumo, uma equipe empoderada é mais engajada e eficiente, resultando em uma melhor experiência para o cliente

Metas alinhadas com os objetivos da organização, específicas e compreensíveis, orientam as expectativas. Revise-as regularmente, celebre os sucessos e discuta melhorias quando necessário. Isso mantém a equipe focada e unida em prol de um atendimento excepcional

🎯 Clear and achievable goals are crucial for managing a customer experience team effectively. They provide clarity, prioritize tasks, and promote teamwork. Well-defined objectives enhance communication, alignment, and accountability. Achievable goals boost morale, motivation, and create a sense of accomplishment. In the end, effective goal setting leads to improved team performance, increased customer satisfaction, and better business outcomes.

Goals, Wow, so simple and so difficult. In sales we set our own goals. With employees they often see their "goals" as handcuffs or perceive them as stifling, belittling. How do we deal with that? I would take my team to lunch or dinner for a business meeting, let them relax. Thank each of them for their hard work. Then say, "Now let's evaluate our division." #1) Every day, we have to get the work done, period. If it's too much, tell me, I'll add more staff. #2) You are vital, and each of us have unique circumstances in our lives. If you have a sick child, whatever, stay home. We"ll pick up the slack for you. At the end of the day #1 still applies. So we always accomplish that days objectives. Let's review what those are...

Para transformar a experiência do cliente, promova uma colaboração que vai além do comum. Exemplos! Gamificação: Use desafios e recompensas para incentivar a troca de ideias e soluções criativas. Rodas de Inovação: Realize reuniões regulares onde cada membro apresenta uma nova ideia para problemas comuns. Mentorias Cruzadas: Estabeleça um sistema de mentorias entre diferentes níveis e áreas da equipe. Ambientes Virtuais: Utilize plataformas digitais para colaboração em tempo real, incluindo realidade virtual. Hackathons Internos: Organize eventos intensivos focados em resolver desafios específicos.

Collaboration helps team members actively communicate and raise up comments or idea during the workflow. Moreover, it can increase the productivity because the others can follow up and support the person in charge in case of being absent or ad-hoc cases. Good and tight collaboration also create opportunities for the potential staff to observe and rotate to leverage their skills and career path. It also helps the leader to collect multiple solutions to drive for better results.

Creating a collaborative environment is crucial for a successful customer experience team. It promotes open communication, knowledge sharing, and teamwork, leading to effective problem-solving and continuous improvement. By fostering active listening, empathy, and a customer-centric mindset, it helps build strong relationships with customers. Utilizing technology tools facilitates collaboration and guarantees access to the latest information. Ultimately, a collaborative environment empowers team members to deliver exceptional customer experiences and drive business growth.

Equally important is creating an environment where team members feel comfortable sharing their own challenges and suggestions. This two-way communication not only provides valuable insights into operational improvements but also fosters a sense of ownership and engagement among team members. By actively listening and responding to their input, you can collaboratively enhance team performance and customer satisfaction, leading to a more cohesive and effective team dynamic.

Providing specific, objective, and actionable feedback helps team members improve their performance and develop new skills. Regular feedback identifies growth areas, addresses performance issues, and fosters a culture of continuous learning and improvement. Benefit from individual development and contribute to the overall success of your customer experience strategy.

É importante ter em mente que o feedback não serve apenas para apontar erros, mas também para reforçar pontos fortes e encontrar maneiras de aprimorar ainda mais o que já está sendo bem feito.

Offering feedback will allow for staff to reflect on their own decisions, and the respective outcomes. When leaders coach, or mentor their staff, it’s important to ask questions on why they have made certain decisions, and what work ethics they would change, in order to promote greater customer engagement. Giving time for a team member to evaluate decision making capacities means offering feedback, which may promote motivation for greater sustained growth, or give a cue to skills that need to be emphasized.

De acordo com uma pesquisa realizada pela Gallup, pessoas engajadas contribuem para aumentar a satisfação do cliente, possibilitando um volume até 20% maior de vendas. Além disso, o desempenho individual chega a um índice 147% superior.

Recognizing success is comparable to building a stronger muscle fiber. As the muscle tears, it grows in abundant layers. Providing guidance on depicting a staff member’s weaknesses demonstrates continuous action towards converting poor skills to stronger skills, and when leaders recognize success in this aspect, it allows for team members to grow both professionally, and interpersonally. These ways of coaching inclusive of recognizing success will promote a better workplace, in terms of inclusion.

As mudanças são inevitáveis, mas nossa capacidade de nos relacionar com as transformações é treinável e pode sempre melhorar. Devemos sempre estar atentos as mudanças do mercado e/ou sociedade.

Adapt or die. Life is change, change is opportunity, embrace it. Our division was running like a fine watch. Then the CFO called and said, "we just fired the head of your sister division. All that business will merge into yours. Don't miss a beat." They easily did 5 times the business we did, and were located in a different city. That team didn't want to move, so they quit. Opportunity!~ I called a meeting, gave our team the news. I asked who had cross training experience and how many fingers could we put in the dike. We hired new people. Everyone jumped in, worked long hours and the "team" rose to the occasion, which provided opportunities for promotions. They embraced the new hires, in the end, a tough but Great experience.

It's best to seek to understand. Drill down to the fundamental issue or concern. Sometimes when I speak with upset patients or family members post surgery, I'll simply ask, What is it that you'd like for me to know before we end this call? Or simply, What is it that you want? You'd be surprised how quickly we can reach a resolution with my clarifying what they believe the issue is, so I can resolve their concern. Conflict cannot grow on a firm understanding amongst teams. Understand. Clarify. Resolve. Don't allow conflict or chaos to grow.

Leading different people at a time can be daunting. So, it's best to understand the strengths and weaknesses of your team members, that way you can know the right guidelines to implement to maintain good customer relationships and drive organizational success.