Let’s be honest. Hiring can be one of the hardest things to do in your business. It can be difficult to let go of certain tasks or responsibilities, because are worried that you’ll never find someone who will be able to do them like you. Am I right?
The fact is, when you take the time to hire the right person and properly train them to execute tasks according to your systems and standards, you’ll find that hiring is the best thing that ever happened to you. So let’s talk about hiring for your customer service team. Here are three tools you should focus on building prior to hiring your first team member:
A Tone Guide
Whoever is doing your customer service is a representative of your company. That’s why it’s important that they learn to speak like the company “speaks”. We recommend creating a tone guide so that they know the way in which you want communication from your company to feel. Is your brand formal or more laid back? Would you close and email with “Love, Jenny” or would that be totally strange coming from your gym equipment brand? Listing out words and phrases that reflect your brand will help your customer service team members communicate in a way that is aligned with your brand while still feeling spontaneous.
We love using Loom videos to train our employees. Making a video of yourself performing the task you are wanting to delegate is a great way to ensure your team gets the job done exactly the way you would do it. Walk them step by step through every part of the process, and be sure to narrate as you go along so they have a reference that is both visual and auditory.
In any business, employees are going to run into questions or scenarios that are unexpected. That’s why it’s important to establish a process that your customer service employee can use if they don’t know how to handle a particular situation. In addition to having someone above them that can answer their question directly, you should also create a document where these responses are recorded in case the same issue comes up again. Don’t just consider these scenarios one-time occurrences. Make sure the information is easy to document and disseminate across the whole team for future reference.
Customer service is one of the first positions we recommend hiring for in order to free up your time from more pressing tasks! With the right team members ensuring your customers are happy, just imagine what other goals you’ll be focus on and accomplish! If you have any other questions about building your team and growing your business, we’d love to share more with you. Head over to www.turnkeyproductmanagement.com/apply/.