Customer Service Software and the Perfectly Timed Curveball

Jan 16, 2013
2 Min Read

A company that doesn't constantly change to adapt to the environment around it is the equivalent of a sitting duck in the firing line of misfortune and chance.

The more fluid a company is in its ability to adjust, the greater that company’s chances are to weather storms and emerge intact. In your  customer service management role, it’s incumbent upon you to make sure your team members are not only aware and prepared for this eventuality, but that such change doesn't adversely impact their job performance.

One way to accomplish this is by keeping your team members constantly on their toes. By this, we’re not implying that you implement some unorthodox, untested guerrilla training approach like having daily fire drills or popping out from behind the water cooler with a shout of “Surprise!” for every horrified face you encounter. There are ways to throw your employees curve balls that’ll serve to make life more interesting, and keep them in shape without risk of injury if it hits them square in the unsuspecting face.

  • Rearrange the seating chart often. This is a well-known customer service management trick that can have disastrous results if not implemented with cautious forethought, so make sure to go over it with a fine toothed comb before you show up to work next week and shock your team. The purpose of rearranging a set seating chart is threefold, and should never result in creating friction by pairing up individuals with conflicting personality types. The first purpose is to keep your employees used to the idea that change is inevitable. The second is to break monotony and keep things fresh, preventing people from becoming too complacent in their roles. The third is just a good way for team members of larger departments to get to know one another better.
  • Grade your employees on their adaptability. To some, change doesn't come easily and acceptance of that change only takes place when there’s no alternative. Needless to say, if your company migrates to new customer service software your team members will have no choice in the matter. But true adaptability is more subtle than that, and is not so easy to nail down. Remember, an individual that resists small change can create an awful lot of discord. To that purpose, consider incorporating “adaptability to change” as a standard scorecard requirement. People need to be reminded of their job duties from time to time, and if an employee understands that a failure to be flexible can have an adverse affect on their performance review (and their raise) they’re a lot less apt to throw up resistance.
  • Make training materials readily available. These days, knowledge base software combined with customer service software make the need to schedule additional classroom-based training obsolete. If constant system changes are lending themselves to a schizophrenic work environment for your employees, providing them with all the necessary tools to keep up should be the first priority of customer service software.

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