Your team is divided on customer satisfaction tactics. How can you unite them for success?

Understanding each team's definition of customer success is key. Knowing what metrics they are trying to hit and funding a way to tie them into what your customers want can be invaluable. By sharing your data and insights you can find common ground.

Customer satisfaction is a fickle beast. I have been in a number of different roles that utilize customer satisfaction as a metric. The thing is to remember a person cannot please everyone all the time. There needs to be a reasonable balance between customer satisfaction and metrics. 85% satisfied customers is an amazing rate. Additionally teach your people the acronym QTIP Quit.Taking.It.Personally. 99% of that guys problem is not your fault.

Customer service is designed person to person, and customer to customer. We shouldn’t separate then find similar ground, we should grow each other strengths. John Doe of ABC construction, likes a rough around the edges straight forward representative. Jon Dunn of XYZ Publishing, like a polite and soft spoken representative. The ideal outcome is a qualified manager will assign the correct representative, to the Customer depending on that customers individual needs and requirements. A qualified manager is a professional representative that understands reading the customer, and knowing his team of representatives. Any Job, -> Any Job IS customer service, and we all are representatives of our Company.

In my experience, I think we should identify common goals that align with the company’s mission, such as enhancing customer retention or improving service quality. Highlight how each proposed tactic can contribute to these shared objectives. Use data to back up the potential impact of different strategies, which helps ground the discussion in facts rather than opinions. Also, we should encourage collaboration by forming a task force comprising team members with differing viewpoints. This group can pilot a hybrid approach, blending elements from various tactics to test which combination yields the best results. Regularly review the outcomes together, fostering a culture of continuous improvement.

The key is strategic, clear, and consistent communication at every level of your organization. Make goals a regular part of leadership meetings, team meetings, employee one-on-ones, and performance reviews. Connect company initiatives and decisions to the underlying organizational goals.

Regular team meetings, round-table discussions, and open-door policies can provide a platform for employees to exchange ideas and voice their concerns. Encourage employees to participate actively in discussions and ask questions

Setting goals with step by step through both of team members and team overall. This approach strenghts team collobrations to be success. The reasons are analysed same as performance circles.

It is all to easy to confuse customer satisfaction with never being wrong or making any mistakes. Having honest and open discussion builds trust, which is the bedrock of business relationships. When mistakes happen, identify, understand and rectify often and swiftly.

The importance of training lies in the opportunity to strengthen your employees' existing skills and learn new ones, helping to boost individual and organizational performance. Training allows employees to become more effective while also increasing job satisfaction and reducing employee turnover.

Training provides the team the opportunity to gain the same perspective and understanding. Once the team has the same goals and vision the customer service will be aligned

With customer satisfaction in mind, perspective is reality. It is important to realize not all employees will have the skills when hired to speak to customers directly and to the companies vision. Mentoring and having trainings for communication ettiquite is important for company solidarity of vision as well as the customers perception. Lacking training, employees may create a scenario where the perception of the company is negative and contrary to reality.

Open dialog is key. One of the hardest hurdles to achieve open dialog is respect, openness to others' ideas, and seeing what each team member brings to the discussion.