Customer service employees are the front-liners of your business. They are the ones who are facing customers (in-person or virtually) on daily basis. They are the ones who listen to what customers say (good and bad). they are the ones who are considered the face of the company. With how they work on daily basis, they develop internal muscle memory. They are being helpful, actively listening, and emphatic in default.
Good and bad of internal muscle memory in customer service
The good thing about internal muscle memory that is develop by customer service employees is that they can deliver excellent and consistent service to the customers. Even when they feel tired, not in a good mood, or feeling under the weather, their mental muscle will get to work in the same cycle. However, there is always potential of bad thing from this. It is highly likely that they become rigid.
As a leader, you may watch it happen in front of your eyes where your customer service department breeds rigidity. Keeping everything on track can be a little bit tricky but is important to ensure that you can always deliver excellent service. It is important to monitor customer service teams just in case they are experiencing a fall short.
It is common for customer service team to goes off-track. Sometimes it is inevitable due to various reasons such as personal struggles, health problems, work burnout, etc. However, you can help them by setting a bedrock of customer service standards your team can come back to anytime they are off-course. The standard should be meaningful but short enough to be actionable and memorable.
You can also provide customer service training and replenishment. Internal muscle memory that has been formed still needs to be refreshed from time to time and that’s when the training comes. There are many types of customer service training programs you can choose for your team. You may consider a Live training (today will be virtual instead of in-person), or e-learning product that is customized for your company only. You can decide which one is best for your customer service team. The latter is probably more ideal if you want your team to have in-depth training.
You also need positive peer pressure to produce powerful force. It is when your employees can egg each other to do their best in providing the best service to the customers. This is not easy and it may take time to develop positive energy where all your customer service team can exude while serving customers. However, it can affect the overall energy in your business in positive light.
There will always ups and downs when it comes to customer service. The problems may arise from within such as internal problems in the department. Or, it can also come from the outside of the cycle such as the competition, problematic customers, etc. However, having a set of clear, and meaningful customer service standards along with regular training can help a lot in making your customer service department shine.