Support teams need support too. Small businesses need to provide support to their support team if they want to offer the best service possible to their clients. The resources that are put into the support team will become an asset for your company.
But how can a small business help their support team find success?
1. Start with Proper Training
Training is the cornerstone of any business, and it’s up to the owner and managers to provide training to their team. Adequate training is required so that all support staff is operating efficiently.
This training can:
- Teach support about a product or service
- Train support staff to deal with common issues
- Help staff determine when to redirect calls
Remember, some of the staff may not be natural communicators, so they’ll need to have training to know how to handle any situation that arises on the phone.
If a support staff is trained properly, they’ll be able to handle calls faster and more efficiently. Staff will also know when a call needs to be escalated.
2. Repeatable Process Implementation
Repeatable processes should be implemented into the support team’s routine. What this means is that staff should be repeatedly:
- Trained on new products
- Follow common protocols
Providing scripts and integrating a database of solutions into the staff’s technology allows for faster services and better overall customer service. You'll find that reinventing the wheel is not a smart choice.
Small businesses can reduce resources and improve customer service by implementing repeatable processes in the support staff.
3. Give Support Staff More Responsibility
When a person in the staff stands out, it’s time to give them the recognition that they deserve. Vogelzang Law does this very well with their extended support staff. The extended support staff is available to:
- Answer questions
- Provide support
- Accompany clients to trial
When a staff member excels, they get to leave the redundancy of customer calls and go to trial. This same concept can help build morale in the workplace and keeps employees happy. If a staff member is working diligently, feel free to promote them to the next level of support or give them a different task for a week or so.
This not only shows recognition for the good job that the person is doing, but it also helps alleviate the repetition of the job.
4. Feedback Sessions
Support staff should be able to voice their needs, too. These individuals should have a time of year, or multiple times, when they can provide their feedback to management. Make feedback sessions a part of your operations.
This allows the support staff to:
- Alert employers of their concerns
- Ask for help with common issues
- Provide insight into their needs
Management has the difficult task of gathering all of the feedback and implementing a system for managing the feedback properly. Feedback will allow for an easier system to be put in place for future planning, too.
While not every concern can be met with a solution, it’s important to lodge these complaints and try to accommodate staff when possible – even if it’s in the near- or long-term future.
Filed under: Entrepeneur