A tip for customer service team leaders: focus on accountability

A tip for customer service team leaders: focus on accountability

Set up an ‘acting with accountability day’ – each team member should report in at the end of the day with the most accountable action they have completed for a customer and how this helped the customer. As manager, at the next team meeting, share some of the best examples and award a prize for the most accountable if possible.

Discuss examples of accountable and unaccountable language with your team members on a one-to-one basis. Spend time observing them interacting with customers. After each interaction, discuss the accountable and unaccountable language they used and the impact this had on the customer.

Identify an action the team member can take to use accountable language and apply it in the next customer interaction. Repeat until your team member has mastered this skill. You might then choose to focus on what your team member does to own the customer’s question or issue.

 

This learning tip comes from our ‘Coaching for GREAT customer service’ programme. Check it out here. If you’d like to explore this topic or any other aspect of customer service training then please do give us a call on 01582 463464. We’re always here to help.

Categories: Customer service

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