Getting really good at something requires practice. So does maintaining that skill level. I remember my first customer service job, I was so nervous. I had no idea what to do or say. Taking that first phone call was terrifying. What if they ask me… you know, a question or something? What would I do? But then, you do it more, you learn things, and before you know it, you’re pretty good. And you stay good because your skills are constantly used.
Before I knew it, a couple decades passed (can you believe it!) and I’m running a social media customer support operation. Maybe you are too, since you’re reading this blog about a very small-niche specialty. Creating a framework to support operations can be all-consuming. It can seem impossible to find the time to go exercise those customer service skills again. I recommend, however, that you do just that. Taking some time on a regular basis to answer customer posts and complete the tasks your team members perform daily can provide valuable insight into process improvement opportunities. It can also ensure that your expectations of your team and your customer are reasonable. There is just no substitute for walking in the shoes of your team to shed light on their reality. The television series “Undercover Boss” shows us how illuminating it can be to provide the customer service you prescribe (well, it’s a bit formulaic and over the top, but still provides a good lesson.) We see there that occasionally the processes we develop do not perform in the field as we imagined. Below I’ve outlined a few steps that can help ensure you have an accurate view of the team and customer experience.
3 Steps for Hands-on Leadership:
- Schedule regular meetings with your team. Request feedback and implement necessary changes.
- Observe team performance. Discuss findings and ask for opinions.
- Block out regular times to personally complete tasks your team would complete. Correct any pain points after discussion with the team.
So, give it a try. Tweet a response to your customer; post a reply on Facebook. For call centers, go ahead and personally call a customer. If you’re in retail, go chat with your customer. You might find everything running very smoothly, or you may find some opportunities for growth.