One of the best ways to attract the best talent for the job is to create a working environment that is as interesting and enriching as possible. Previously, we discussed some of the roles you can rotate your support team through to help keep things fresh and interesting.
Since customer service isnt limited to the customer service department, there are roles your reps can fill that will benefit the entire company. Here are three examples of functions your support team can fill to help out their colleagues on other teams that and gain insight into how different departments work.
Training: theres no better resource to train your customers on the use of your product or service than the people who spend all day supporting it.
Knowledge manager: writes blog and forums posts, tips, knowledge base articles, and best practices. This is a good candidate to be the first position that is temporarily dropped when things get busy.
Subject matter expert: participates in product meetings and offers feedback. This is a great way to get insight from people who regularly use the product. Since customer service reps are in constant contact with customers, this gives them the opportunity to truly be the voice of the customer.
At the Helm is a series for anyone who manages customer service professionals. These tips, best practices, and philosophies are designed to help you manage a team that is primed to give your customers the best possible service.
Recently in At the Helm:
Pick up the phone!
Don’t underestimate the value of clean data
Don’t be afraid: empower your support team
Rewards and recognition
Acting on customer service feedback
Understaffed and extra busy? Heres how to keep your cool
Dont panic: 6 steps for dealing with service disruptions
Broaden your teams horizons with events
Keeping things fresh with rotating roles, part 1
Organizing for future success
Transparency through open communication
Maintain accountability with one simple move