4 Benefits Of Empowering Your Customer Service Team

Dealing with a constant stream of inquiries, whether they are positive or negative, is never an easy task. Being a customer service professional means being everything the customer expects, needs, and deserves – that’s a lot of pressure! However, there are things you as the employer can do for your customer service employees to make their job a little easier.

Although you may be worried about a lack of control, it may be time to ease up on the reigns. The overall success of your business depends on a well-oiled employee machine, so it is crucial to give your team a certain amount of control.

Here are some amazing benefits to consider:

1. You will build trust and confidence within your customer support team.

No employee likes to be micro-managed; by allowing your service team to be in control of their tickets, you are sending them the message that you trust them to do their job well and to represent the company in the best possible light, without the need for constant supervision. This action will not only show your employees that you trust them, but it will also work to build trust between you and them. In addition, it will also give them the confidence in themselves to meet their full potential. You hired them for a reason!

Of course, this may be something that is a gradual change. As their employer, you have to determine which employees are ready to assign themselves their own tickets. An experienced customer service representative may do great on their own while others with less experience or those who are new hires might need a little more supervision at first.

2. You will have more time for other things.

By delegating the responsibility of opening or closing tickets to your customer service team, you are freeing up quite a large amount of time for yourself. What will you do with the extra time? As an employer, there is always a long to-do list that never seems to get any shorter – now is your chance! Utilize the employees you have to be in control of ticket actions, and put other management duties at the top of your priorities.

3. Customer service and issue resolution will be faster.

Without the need for employees to double-check with you or to wait for instructions,  your customer service response time will improve drastically. There will be less waiting on the customer’s part (and nothing is more annoying than being put on hold when you are trying to get an issue resolved or a simple question answered). Your customer service reps will be able to resolve issues and move on to the next seamlessly and without the constant need for outside action. Even if this saves only a few seconds per ticket, those seconds add up. Customer satisfaction will skyrocket, and your team will be a powerhouse of outstanding customer service.

This does not mean that you won’t need to step in from time to time. Customer service representatives will always encounter something they may not know how to, or have the authority to, handle; that’s where you come in. However, when they have the ability to handle their own tickets, they will save so much time that would have otherwise been unnecessarily wasted.

 4. Your support team will be more efficient as a unit.

Not only will your employees be more efficient when it comes to speed, they will become a stronger, more efficient team as a whole.

If one of the employees doesn’t know how to handle a client or solve a problem, another customer service rep can come in and take over without having to wait for a supervisor or manager to intervene.

Conclusively,

The importance of empowering your customer service team ties back to reaching your company goals. But why should your customer service team members go above and beyond to help you make more money? Sure, wanting to keep their jobs could be one reason, but if every employee does good work instead of great work, you’ll miss out on a greater return on investment. Operating a business is about more than money – it’s about people too.

Ready to empower your customer service team? Start here! Sign up for this Practical Customer Service Management Training and see your business transforming!