Less than six, influencing your team to follow up with your customer. So maybe this is another one of those areas you want your team to do as possible, it's not. So it's possible that following up is not something that they need to be doing. And that's irrelevant for your business. Well, if that's the case, then of course, you can skip to the next section. But it could be that following up is important, and in which case, you want to try and create that behavior.

So how do you influence members to follow up? Well, again, there's some real common themes coming out in this program. As you can see, state your expectations. your expectations are that you will follow up with a customer within X amount of days. So maybe this is a service maybe cost a lot of money is involved. And part of the service is to follow up with the telephone call, perhaps a week later to make sure that everything's okay and to see if there's anything You need to do to help the customer or to provide the value that they need.

So again, is there a protocol that you can implement. So again, this is a process that's written down that says, 14 days later, seven days later, whatever it is, customer service will make a telephone call to make sure that the customer is happy. Here's a set of things that you'll ask. And you'll make sure that the customer has what they need. So that could be very simply could be a process that you implement ways to reinforce that behavior. Of course, again, positively feedback when you observe team members feeding back properly.

So when you see it being done, every now and again, absolutely. Just wanted to say, nice job on the feedback. I was listening to it. It was really good. Glad you did it. How did you get on you can talk a little bit about the conversation.

And again, of course, reinforcing when not observed. Hi there. I'd like to give you some feedback. So at which point you Talk about what you'd like to see. So I noticed that on your record, you haven't been doing any feedback over the last few weeks. Can you tell me why that is?

Or if the feedback wasn't very good. Hi there, I want to give you a bit of feedback about the customer follow up that you did recently, I was listening to the phone call, how did you think that went? And then you can talk about what you thought could be improved in that conversation. So you're taking an interest in it matters to you. So a lot of this is what matters to you as a manager, supervisor, Team Leader, and that will help to reinforce what matters to them as a team, so you have a big influence on what matters. So I mentioned before about barriers, blockers that might get in the way of this behavior that you're looking for.

So this is one that's a little bit oblique, if you like, but what I'm trying to say here is if you don't give your team members any authority or power to do Anything, when they do a follow up, then it's quite difficult for them because they might make that follow up. And the customer says, Oh, actually, I'm glad you called. I've had an issue with such and such. And if they don't know what to do about that, or don't have any power to do anything, then of course, they're going to be discouraged from making those calls, because it's going to be an awkward conversation. So make sure that you give your staff some freedom to make decisions or some protocols that they can follow on that follow up. All right, so we're still going through these different behaviors that we might want to see if we're going to create a culture of customer care.

So this is one that I think's perhaps one of the more advanced features of a culture of customer care. And that's where teammates and team members help each other to demonstrate customer care. So it's about helping and coaching each other to get better at this customer care thing. So really this is teammates feeding back to each other about levels of customer service. So how do you influence team members to give each other feedback? game, set some expectations.

Train people in how to do it. train people in how to receive feedback. Accept it yourself. even ask for it. So, again, no apologies for this. If you want something from your team, set the expectations.

I expect to see you giving each other feedback. So you need to let people know that that's a norm that you expect to see in your team. Now we have some training in how to do that. That could be quite difficult because you could end up with arguments about what people said she interfered with what I was doing. And he said, I didn't do this very well. And he shouldn't say that because of XYZ.

So you clearly need to set this up properly. Otherwise, you can get arguments and bad feeling. So you do need to train people in how to give effective feedback to each other. So for instance, you might get people to give positive feedback, certainly a lot of the time, so I thought the way you dealt with that customer was really good. I liked the way you stopped what you were doing and, and gave him all the attention that he needed. Or, you know, he was quite angry because of something that happened and I thought you, you were able to deal with that really, really well.

Why not encourage your team members to give each of the positive feedback? And then of course how to receive that is also important. Thanks for the positive feedback. What would make it easier for people to give feedback is it each other asked for it. So maybe that's one of the things you could train is actually asking for a bit of feedback. So what could I do better next time about that situation?

So we've all been there where we've had a difficult customer. And, you know, we tried our best, but it just didn't feel quite right. Why not go to somebody who perhaps overheard that and just say, I don't know if you heard that? Is there anything I could have done better? What do you think? Why not ask each other for help?

Well, and then, of course, the individual who you're asking, needs to feel empowered to be able to give some of their observations or advice. You could have asked her more questions to understand her needs, I suppose. What do you think about that? And then you've got a conversation. That part of that training could be unsolicited advice. And I think at that point, you're really advanced where people feel comfortable just giving general advice, whether it's solicited or not, you know, can I just have a quick We're just thought that you could have handled that slightly better.

Now, that takes quite a lot of a culture that is really open to advice and help from each other. And that's great if you can get to that. But the beginning of that is to get people to ask each other for help and advice. And you can train that. Another way to influence your team members to give each other feedback is to ask for it yourself. So yeah, tell your team, when I'm dealing with a customer, I expect you to give me feedback too.

So tell people that you value feedback on your customer care and ask for it. Now, you'd expect that if you're more senior, then you probably know more about customer care and know more about dealing with the customer than your team members have but that doesn't mean that you always get it right. And there might be times when a little bit of insight from One of your team members actually helps you to your ability to take that. Actually, you've got a good point there. Thanks for the feedback. I appreciate it.

There's nothing wrong with that. And that can help increase the likelihood that other team members will do the same with each other. What are the barriers to that sort of thing? Well, probably the most obvious barrier is fear of defensive or aggressive responses. You know, if I, if I say anything to that person, then she'll get really angry, or just they're not really, we want to create an atmosphere where it's seen as normal. So training is important to workshop that I mentioned before, include that in the workshop.

Maybe that comes a bit later, maybe you do some basic stuff first, and then you gradually introduce this idea of helping each other. But that starts to create this expectation that you're going to be giving each other feedback, what will definitely reduce that is if you get people to ask for advice and feedback and then it just sets it up a bit more easily. And finally, have a think about some more individual behaviors that you would look for in a culture of customer care. I've tried to come up with as many as I can, but you will work in a very specific type of organization and team, your customer service needs, your culture of customer care will be very specific to you. So think about your specific areas, and the individual behaviors that you're looking for, and follow the method that I've been talking about today.