The talent pool of any business, be it a corporate giant or a small to the mid-size retail establishment, focuses highly on the agility of the employee to work in a team. If we scan through the resumes of job aspirants, the same point again fits the frame, as the mentioning of a good team player can be found unfailingly. The fact holds true that business meets success with spirited teamwork at all levels, but an equally important perspective is that coordinated teamwork within the different teams propels the complete business forward. The lack of communication between the team or cross-communication gets often neglected as the members concentrate their efforts within the team, giving place to a silo.
Let us exemplify this with a routine example that displays how easily a lack of communication between two teams of the same business can damage the sustenance of the service delivered. A customer applies for a landline with a broadband connection from an omnipresent service provider. The connection setup involves two independent yet cohesive projects; the setting up of landline connection and then the modem. The former step may be taken care of by the telecommunication team and the latter by a broadband connectivity team. Two members of different teams realize both the projects independently.
When the connection throws up, the customer contacts the first-hand customer service team members. A member from the first team will visit and if his side of devices seems to be functioning normally, it again becomes the task of the customer to lodge a second complaint about the same purpose, this time to a new member.
The next trial may be fruitful or disappointing and in the second case, an obvious throwback of the customer experience may greet the customer service officials. The stress builds up on either side and the company-customer relationship is at the verge of getting strain; either temporarily or permanently.
The whole episodes of product delivery, customer service, and customer contact could have been better maintained on a streamlined team effort, more heavily through cross-team communication. How relieved and welcoming the customer will be if a single complaint from the customer is systematically replicated within the different sections of the concerned service executive teams?
While project exclusivity and trade secrets structure the market potential and lead of the business, a well-demarcated cross-team communication between multiple level projects determines the survival rate. A business should not be viewed as a one-time deal, particularly with end-stage products. Three basic targets cover the business goals: finding customers, selling the products of high prospects and expanding market base while retaining the existing customer base.
Neural networks within the employees of an organization keep it alive and kicking
In the age of connectivity and remote sensing tools, maintaining communication among and outside your working team is not a daunting task. A weekly gettogether, either officially or unofficially, interactive presentations or one-to-one problem-solving interactions give driving force for the company. A drafted mail or a proof-reading activity, if sent for review to a different team member will not steal the credit work from you, but enrich your creation and the company’s work quality.
Avoid silo seamlessly in a smooth end-to-end completion of a business project
The execution and delivery of a project involve different teams pertaining to specialized functions like research, development, production, intellectual property, marketing, delivery, customer service jobs etc. The workforces behind each section are different, but they form an integral part of a long chain of business execution that finally culminates into revenue and business growth. Here are some typical examples of essential inter-team communication that are essential to eliminate silo in team communication:
Development
Precise concept and technology transfer of new product proposal from the research and design team to the development team. The communication should be made to the point and in terms of the intellectual property policies of the company. For developing an intellectual property (IP) like patents or trademarks, the research and development team has to work in close coordination with the IP team by disclosing the novelty and documents covered by the IP. Documents can be anything ranging from the note of concept development to the earliest proof of use.
Sales and Marketing
The marketing team gears up for promoting and selling the new product in the market after its development. To effectively convince the clients, the team needs accurate and well-documented technical details of the product from the development team, which may be carried out through the technical writing department. All the three departments have to work hand-in-hand to avoid time delays, lack of information, miscommunication and shallow penetration of the product in question.
After sales service
The existence and expansion of the company depend on how well the product performs as well as how well the company ensures the continuity of the product in the market. Customer sustenance and word-of-mouth publicity often can be attributed to the increase in the goodwill of the business. If the customer service encounters a complaint, making the customer run rounds around each operating team raises all negative bars. The internal construction of the business should work in a way that the issue travels to the right place at the right time and get the due diligence so that a silo finds no gap to rise.
Customer care or support is the backbone for any and every company.
There is no real trick to a perfect customer care service but there are resources that can allow you to improve your customer service skills.
The world is filled with a great many options but there are certain ones which can methodically increase your talent in this genre.
We will discuss about 10 points more specifically about 10 resources & processes which will help uplift your customers support rep prowess and will help you serve your customers better.Get Influenced By The Influencers - Customer service is a very old concept.
So for better understanding about customer support you must definitely learn a thing or two from influencer customer service preachers.Take Tips From Videos - The media world is the biggest base for any and every type of knowledge.
There are many customers service related videos being uploaded on the web by various organisation and veterans of the genre.
People are four times more likely to buy from brands that are referred to them by someone they know.But, what compels people to refer brands to others?Excellent customer support!And what is an essential part of delivering excellent customer support?
The only way to a customer’s heart is by setting up an adept team that provides them a top-notch service and goes the extra mile to solve their queries.Support managers usually find themselves in a pickle to maintain this agent productivity.
This also helps businesses maintain their overall brand image.Do you want to increase your team’s productivity without jeopardizing the quality of support?
Not Multitasking: Focus on One Thing at a TimeEveryone thinks that they can be more productive if they multitask.
Everyone likes to think that they can handle two support queries, a team conference call, and check their mails, all while drinking a cup of coffee.The same goes for support agents as well as managers.
This will also free up your agents’ time so that they can work on more complex tasks.Agents can easily create articles from cases that they encounter frequently.
