In the final part of our series on customer service, we will bring everything together by looking at the process. Process – how you do things – is critical. You can have the right tools and the right people, but without a clear and consistent process to manage things, you will not be able to deliver great customer service.
This is the second part of a short series on how to deliver great customer service. The first part focused on having great technology to support your team, the next part then is to have the best possible team.
If you have a business with customers, you need some sort of customer service. If you want to have a good business, you are probably thinking you need good customer service. And if you want a great business, you need great customer service. It is unavoidable if you are going to compete.
So what makes great customer service? We shall dig into that question and tackle some of the challenges we see at Enshored each day.
Hi, I’m Marky, Team Leader at Enshored! I look forward to seeing my team every day, and I’m always motivated to come to work with positive vibes!
Why do I think I was chosen for the team lead role?
I was chosen for the role of Team Leader because the company saw something in me that showed I was the right fit for the job. I have previous experience in handling teams of people, so I was really happy to accept the position. Even before I became a Team Leader, I always pushed myself to learn new things and enhance my skills.
I’m Andri, Team Captain at Enshored. As someone who works closely with Back-Office Support, I’ve found that data analysis is a critical process. Whilst all data is important, continuous data analysis enables us to more easily identify trends, spikes, and periods of increased/decreased demand. The understanding of consumer behavior is integral to the success of any business.
Enshored is an outsourcing partner to fast-growing startup and scale up companies. Enshored is growing quickly too. Like many outsourcing companies, operational centers are based in lower-cost countries, while leadership, sales, and marketing are managed closer to the clients. For Enshored, this means operations based in the Philippines and leadership in the US.
This creates a challenge as to how best communicate in such a dynamic environment, given the challenges of distance, and an ever-changing and expanding team of leaders. A failure to communicate well at a fast-growing company can seriously damage the culture you are trying to build, can lead to operational failures and misalignment and a lack of buy into the vision and direction of the firm. Since day one, Enshored has recognized the challenge and worked hard to ensure that communication is prioritized.