Learn how to assess, set, provide, foster, and review your after-sales team's attributes for success, such as communication, trust, accountability, and feedback.

It’s hard to lead a winning team without a winning team. Selection is a crucial element that many organizations struggle to get right. Begin by deeply understanding the key skills required-ranked and ordered by importance. Assess existing team members to measure and score gaps. Then determine the time, cost, methods and difficulty to fill those gaps. Makes the changes are needed to give the team, the company and the customers the best service and quality to reduce churn and improve company reputation.

What do you do if your collaborative After-Sales team lacks key attributes for success?

After-sales is a crucial part of any business that wants to retain customers, increase loyalty, and generate referrals. However, it requires a collaborative team that can work together effectively and efficiently to deliver value and satisfaction to the customers. But what if your after-sales team lacks some of the key attributes for success, such as communication, trust, accountability, and feedback? How can you identify and address these gaps and improve your team's performance and results? Here are some tips to help you out.

1 Assess your team's strengths and weaknesses

The first step is to evaluate your team's current situation and identify the areas that need improvement. You can use various tools and methods, such as surveys, interviews, observations, or performance metrics, to gather feedback from your team members and customers. You can also compare your team's performance with industry standards or best practices to benchmark your progress. The goal is to find out what your team is doing well and what they are struggling with, and why.

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Richard D. Janezic

B2B SaaS CXO | GTM, tech, health, lifesci | F500, SMB, VC, Private Equity
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It’s hard to lead a winning team without a winning team. Selection is a crucial element that many organizations struggle to get right. Begin by deeply understanding the key skills required-ranked and ordered by importance. Assess existing team members to measure and score gaps. Then determine the time, cost, methods and difficulty to fill those gaps. Makes the changes are needed to give the team, the company and the customers the best service and quality to reduce churn and improve company reputation.

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Raúl Guadalupe C.

#Consultor #CustomerExperience💡#CX #EmployeeExperience #EX | #CapacitadorComercial 📑 #Docente #FormadorDeFormadores🤝 | #ManagerCoach #MBA 📈 #BienestarLaboral #FelicidadOrganizacional 😆 #ActivistaSocial 🤝💪
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1. Identificar y desarrollar habilidades faltantes: - Realiza una evaluación detallada de las habilidades presentes en el equipo y las necesarias para el éxito en el posventa. - Por ejemplo, si el equipo carece de habilidades de resolución de problemas técnicos, podrías ofrecer capacitación especializada o contratar nuevos miembros con experiencia en esa área. 2. Promover el trabajo en equipo y la colaboración: - Fomenta un ambiente donde los miembros del equipo puedan compartir conocimientos y experiencias. - Por ejemplo, podrías implementar sesiones regulares de intercambio de mejores prácticas o asignar proyectos colaborativos que requieran la combinación de diferentes habilidades. #RG

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Rodrigo Godoy F.

Liderando el cambio / Consultor en Dirección Estratégica Comercial / Facilitador en metodología LEGO® Serious Play / Promotor Young Engineers Guatemala
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Es fundamental establecer un tiempo periódico para sostener reuniones uno a uno, un tiempo que debe ser respetado y en el que prevaleciendo la comunicación en dos vías, se pueda retroalimentar al colaborador de su desempeño destacando las áreas de mejora que tangiblemente puedan ser dadas a conocer, en una retroalimentación la objetividad y escucha activa son claves

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2 Set clear and realistic goals and expectations

The next step is to define and communicate your team's goals and expectations, both individually and collectively. You should align your team's objectives with your business strategy and customer needs, and make sure they are specific, measurable, achievable, relevant, and time-bound (SMART). You should also clarify your team's roles and responsibilities, and how they will collaborate and coordinate with each other and other stakeholders. You should also establish how you will monitor and evaluate your team's performance and results, and what rewards or consequences will follow.

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3 Provide training and coaching

The third step is to provide your team with the necessary training and coaching to develop their skills and competencies. You should identify the gaps in your team's knowledge, abilities, and attitudes, and design or select appropriate learning interventions to address them. You should also encourage your team to learn from each other, share best practices, and seek feedback and guidance. You should also offer your team regular and constructive feedback, recognition, and support, and help them overcome any challenges or difficulties.

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Raúl Guadalupe C.

#Consultor #CustomerExperience💡#CX #EmployeeExperience #EX | #CapacitadorComercial 📑 #Docente #FormadorDeFormadores🤝 | #ManagerCoach #MBA 📈 #BienestarLaboral #FelicidadOrganizacional 😆 #ActivistaSocial 🤝💪
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1. Implementar programas de coaching: - Asigna mentores dentro del equipo o busca la asistencia de expertos externos para proporcionar orientación individualizada. - Por ejemplo, asigna a un miembro experimentado del equipo para ofrecer asesoramiento personalizado sobre cómo mejorar la comunicación con los clientes. 2. Ofrecer recursos de aprendizaje: - Proporciona acceso a materiales de formación en línea, libros o cursos especializados. - Por ejemplo, suscríbete a plataformas de aprendizaje en línea que ofrezcan contenido relevante sobre habilidades de posventa, como manejo de quejas o técnicas de negociación. #RG

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4 Foster a positive and collaborative culture

The fourth step is to foster a positive and collaborative culture within your team and across your organization. You should promote trust, respect, and openness among your team members, and encourage them to communicate effectively and frequently. You should also create opportunities for your team to interact and bond, such as team-building activities, social events, or informal chats. You should also involve your team in decision-making, problem-solving, and innovation, and empower them to take ownership and initiative.

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Susan Coelius Keplinger

CEO at Force of Nature | Performance Marketing at Scale
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Encourage open communication and teamwork. Implement regular team-building activities that enhance trust and collaboration. Recognize and celebrate team achievements, no matter how small, to boost morale and foster a sense of belonging.

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5 Review and adjust

The final step is to review and adjust your team's performance and results regularly, and celebrate your achievements. You should track and measure your team's progress and outcomes, and compare them with your goals and expectations. You should also solicit feedback from your team members and customers, and identify what is working and what is not. You should also acknowledge and reward your team's efforts and accomplishments, and recognize their contributions. You should also identify any new or emerging gaps or opportunities, and plan how to address them.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your collaborative After-Sales team lacks key attributes for success?

1

2

3

4

5

6

1 Assess your team's strengths and weaknesses

2 Set clear and realistic goals and expectations

3 Provide training and coaching

4 Foster a positive and collaborative culture

5 Review and adjust

6 Here’s what else to consider

Aftersales

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What do you do if your collaborative After-Sales team lacks key attributes for success?

1

2

3

4

5

6

1 Assess your team's strengths and weaknesses

2 Set clear and realistic goals and expectations

3 Provide training and coaching

4 Foster a positive and collaborative culture

5 Review and adjust

6 Here’s what else to consider

Aftersales

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