Coaching Customer Service Skills: Role of the Team Leader

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  • 0:03 Team Leaders as Coaches
  • 0:59 Provide Clear, Concise…
  • 4:05 Coaching Tips
  • 5:38 Lesson Summary
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Lesson Transcript
Instructor: Pamela Souza
As a leader of a customer service team, you must have a clear understanding of the communication skills required to provide good customer service. We'll discuss some concepts that are essential to promoting clear communication within the customer service industry in this lesson.

Team Leaders as Coaches

Team leaders are generally chosen because they excel as a team member, show an aptitude for leading, and have good communication skills. As a team leader, you must impress upon your team the importance of clear communication. The best way to do so is to lead by example. By ensuring that you communicate with your team in a clear, concise manner, you are letting them know exactly what is expected of them. When people understand what's expected, it's easier for them to deliver on that expectation. When you send a consistent message to everyone on the team, it's easier to ensure that your customers receive the same high level of service regardless of which customer service representative assists them.

In this lesson, we'll discuss some concepts that are essential to promoting clear communication within the customer service industry. Some of these concepts may seem like common sense and be very easy to apply, while others may require a bit more effort on your part.

Provide Clear, Concise Information

As a team leader, it's your responsibility to make sure that your team has all the information they need to perform their job functions at the highest level. If you leave out important details, your team will be left to fill in the blanks - which may lead to inconsistency. There are a few things you can do to make sure that you are giving your team the whole picture - first, think about what you want to say, and how you want to say it, in advance. By doing so, you are giving yourself an opportunity to review the material on your own, to see if there are any pieces missing. You can then add any other details that might need to be added to ensure understanding. Also, once you've delivered the message, ask questions to make sure everyone understands. Everyone absorbs information at a different rate - and in different ways - so you may need to circle back to validate that the message was received.

Here's an example to think about: Joe is a customer service manager for a mid-sized telecommunications company. Joe holds a meeting with his team leaders every week. This week, he needs to review the process for logging customer service calls. Before his meeting, he writes out the steps, along with the specific points he wants to make for each step. When Joe reviews his notes, he realizes that he left out the step where the customer service representative provides the caller with a ticket number to use as reference if a follow-up call is required. By taking the time to plan and review, Joe made sure that he didn't miss this important step in the process. Then, during the course of the following week, Joe spoke to each of his team leaders individually to ensure that they all fully understood the material he covered in the meeting.

While it's very important to make sure you provide enough detail to ensure that everyone understands, it's equally essential that you don't provide so much detail that the message is lost. Leave out any information that is not pertinent to the message you're delivering. For example, Joe needed to prepare his team to accept phone calls regarding a recent product recall. He provided them with the product description, the lot number, and other identifying features for the product and the process for addressing the recall. He didn't provide additional details about the product since the recall applies to all varieties of the product. By limiting the information to what is actually applicable to his team, Joe allowed them to focus on the key details that will help them perform their job most effectively.

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