You, Me and Business
Customer Service -- It’s a Team Thing
By
Mar 27, 2008 - 11:25:29 AM

I have to admit that I’m ­really hooked on customer service. For those who have chosen it as a ­career, customer service is like a sport – it has challenges, obstacles and rewards – and how can you not be an avid fan watching a great customer service rep in action? Excellent customer service representatives have a high degree of tolerance and empathy, and unfailingly deliver expected results to customers.

When something is not quite right about customer service, the typical response is to point the ­finger of blame at some one or one thing. But problems are rarely caused by one single factor. Just as in any sport, every single person depends on every other single person to successfully carry out his/her task. If any one of them fails they all fail. So when things aren’t going right “at the counter,” take a look at the whole team.

Teambuilding is the single most important tool for great customer service because it brings a diverse work group together in the pursuit of a common goal or goals. ­Unlike the traditional work structure that stifles creativity, innovative thought, and growth, smart business leaders are embracing a teamwork approach that helps workers build on their individual strengths. The more individual strengths within the team, the less team weakness.   

Unfortunately, the teambuilding process doesn’t happen over night. When a group of people are first formed into a team, their roles and the ways in which they interact with one another aren’t ­established. It takes time for team members to understand their roles and find ways to work with one another but gradually it happens.   During the process of developing a team, growth takes place in four stages.

When first formed, team members are still focused on being individuals rather than part of a team. They are often cautious and guarded because they don’t know what to expect from each other. Then, still as individuals, a sense of competition and ego-centered issues ­develops among team members; support takes a back seat to influence. Ordinarily this is a stormy, chaotic phase of team building. Eventually team members discover that they have common interests, thoughts and concerns and learn to appreciate, rather than compete with, each other. And finally, performance as a team. Members now communicate openly, see conflicts as a catalyst for growth and become committed to their work and goals as a team.

Customer service/teamwork is part of our everyday life. So, at your next opportunity, see how you perform as a team player.

-- Elaine Brad is President of the Sun City Center Chamber of ­Commerce.



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