If it takes a village to raise a child then it certainly takes teamwork to handle customer service issues effectively. The trainers’ responsibility is to show that teamwork makes everyone more effective in facing the customer service solutions that are required of them on a daily basis. It may be nothing more than an item that is being returned and the customer wanting a refund. It may be an irate customer that is calling to complain about an item they bought that doesn’t work the way they thought it would or that the computer program they just installed doesn’t automatically solve all their problems. In these, and a wide variety of other customer service related issues, it is good to have a team of co-workers to talk the situations over with.
Teamwork lightens the load for everyone. It means that if a teammate is overwhelmed with a situation, there is someone there to assist them in getting the issue resolved.
There are teambuilding exercises and activities that show how a team working together is able to accomplish much more than a single person trying to do everything alone. There are times when teamwork is not only a necessary activity but a fun one too.
As a trainer, the need for building teamwork falls on your shoulders. It requires you to show the path, give the value to teamwork and to show how teamwork can help to solve the customer service issues.
To help you with these tasks you should begin by reading The Joy of Customer Service Training. Get the basics and a few fresh ideas to help you promote both teamwork and good customer service to your staff.