Improving communication between customer sales teams can help to remove friction and allow everyone to do their best work. It’s common to hire lots of different personality types in your customer service team, which could result in clashes and disconnect if those individuals don’t learn how to relate to one another.
Customer service is a field that often experiences a high turnover, which can make it difficult for workers to really get to know those around them. With this in mind, we’re exploring some of the ways in which you can start to improve communication and morale within your customer service teams to help boost productivity.
Why is communication essential for customer service teams?
Customer service isn’t always considered to be a sector that requires individuals to work closely together, but there are considerable advantages when they do. Customers will have a better time if they are speaking to someone who has the support of their wider team. Issues can be dealt with much more quickly, as team members can work together to find solutions rather than leaving everyone to fend for themselves.
Improving communication between team members will also mean that staff morale is much higher. It can help individuals to feel connected to a wider team, which will make their day-to-day much more enjoyable. If you’re concerned that you have a communication problem or poor team morale within your customer service department, read on to learn how to tackle this issue head on.
Create an onboarding process
The first step to improving communication and morale is to create an engaging onboarding process for new starters. While this might not offer benefits for existing employees, it can ensure that you get things right from the start with new members of the team.
Go beyond the usual onboarding process of introducing company policy documents and going over health and safety to make the process more fun and engaging. This is also a great time to introduce wider members of the team so new starters know where they can turn for advice.
Create a space for open communication
Daily, weekly, fortnightly or monthly meetings between customer service members will give them the framework for communicating their needs and frustrations. If they’re always coming up against the same issues and nothing is changing, having a safe and understanding space to air these issues and find support.
Regular meetings will also help to strengthen bonds between team members by allowing them to step in and support one another. If a team member is struggling, they’ll appreciate a supportive environment where team morale is strong.
Make time for team building
Team building might seem like a frivolous activity, but it can be hugely rewarding for both employers and their employees. It helps to strengthen bonds and encourage individuals to get to know one another outside of the context of their day-to-day work.
It also makes space for employees to have fun and be their natural self in the workplace. Many people hide who they really are out of fear of judgement or being disliked. When they are in a social setting, these barriers are more likely to come down, allowing everyone to get to know their coworkers in a more authentic way.
Switch up the team building activities and make it a regular part of the work calendar. You could try a social quiz, company picnic or a charity bike ride to help bring everyone together.
Address toxic dynamics quickly
Studies have found that a single toxic worker can make their coworkers up to 54% more likely to quit. When there are toxic factors at play in your teams, it’s vital to identify the cause and address this as soon as possible.
Poor communication is a sign of toxicity in the workplace, and it can have a negative impact on worker morale. First, try to understand why it is happening. Often, there is a simple solution that could be addressed by speaking with the employee directly.
Have a clear hierarchy
In customer service teams, it’s helpful if everyone knows where they stand and what they need to do to be successful in their role. This often means having a clear hierarchy. This will help individuals to direct questions to the right person while also ensuring that no one feels like they have been left to deal with an issue that is beyond their expertise.
It also helps to improve communication as managers will be more inclined to check in with their teams if they are handed this role officially. It’s far too common for customer service teams to allow a natural leader to rise to the top, but without the title, it can make others question the hierarchy and cause upset. Instead, implement a clear structure that makes it easy for everyone to know where they stand and who they report to.
