Para resolver a falta de comunicação de um membro da equipe que está prejudicando o atendimento ao cliente, é importante começar com uma conversa individual para entender as causas do problema, como sobrecarga de trabalho ou falta de clareza nas expectativas. A partir daí, defina expectativas claras sobre a importância da comunicação e ofereça suporte adicional, como treinamentos ou sessões de coaching. Implementar reuniões regulares e check-ins pode ajudar a promover o diálogo contínuo. Monitorar o progresso e fornecer feedback construtivo garante que o colaborador melhore e o impacto no atendimento ao cliente seja minimizado.

1. Identify the Issue: Speak with the team member to understand the reasons for their communication gaps. 2. Set Clear Expectations: Define communication standards and clarify their role in customer service. 3. Provide Training: Offer resources or workshops to improve communication skills. 4. Encourage Feedback: Foster a culture of open feedback among team members to enhance communication. 5. Implement Regular Check-Ins: Schedule regular meetings to share updates and keep everyone engaged. 6. Monitor Progress: Track improvements and provide constructive feedback, recognizing progress to motivate the team member. By taking these steps, you can effectively enhance communication and improve customer service.

A CS job may seem easy, but it demands satisfying others, even when delivering bad news. Let's distinguish between committed team members aiming to meet KPIs and those merely seeking a paycheck. I'll focus on the committed ones. I'll stress the importance of empathizing with customers & ensuring they get the information they need. It's a requirement to put ourselves in the customer’s shoes. What information does the customer want to know? Are we giving this information to the customer? If not, then the job is not done. Always finish what you started, a job halfway done is an incomplete job. Next, we'll monitor performance. If the same mistakes persist, we'll proceed with extensive training before assessing KPIs and determining further steps

Avaliar a Situação: Identificar o Problema: Reúna informações sobre como a falta de comunicação está afetando o atendimento ao cliente. Observe os impactos específicos nos clientes e nas operações. Coletar Feedback: Converse com outros membros da equipe e, se apropriado, com clientes para obter uma visão completa do problema.