Service and support should not just be for front-facing interactions with customers it must also be for those that provide this front-facing communication.
It is vitally important to take the time and spend the energy to care for your own team’s needs and requirements which in turn will allow them to continue and improve in how they provide the service and support your customer deserves and needs.
On-boarding and training are not just some catchwords to bandy about the office space. The company must focus on actually providing an on-boarding process and ensuring training is at least at a minimum standard for the support team member to understand what they do not know.
Knowing what you don’t know is a great starting point to improvement and although you will never truly know what you don’t know it will become less over time as you continue to provide and receive the appropriate training to do the job well.
This is not necessarily something only in the purview of customer care teams it can happen in any role although some of the most common places to find this are in support focused roles.
Also to note, most providers of customer care and support need to know that it is OK not to have the answer immediately. They also need to know where best to look for the answer as the case may be.
On-boarding is often one of the best cornerstones when it comes to providing a basis to finding answers and it often leads to pointing out potential gaps in a company’s internal support systems as well as external support services.
Ongoing training will fill these gaps and in so doing so can only improve the company, its support team, its product offering … and ultimately its customer’s approval rating.
Support is a lynchpin to greatness in moving a company forward. The team that provides it should be recognized and offered any and all assistance to continually improve and strive for more.