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The key to a winning customer care team

by Bianca Bowron-Cuthill

2 min read

All too often, customers are left disappointed with call centre customer service. It’s a thing. A customer will carefully plan their call around a time of day they can afford to spend 50+ minutes on the phone. And then brace themselves to have their call transferred in circles around different departments. Sometimes it’s just to ask a question.

But calling the QuickBooks Online customer care centre is different. In fact, the team recently won the Best Small Contact Centre Award from the Customer Service Institute of Australia! Because it’s customer-centric. Customer obsessed, even. Bianca Bowron-Cuthill or ‘BBC’, as she’s fondly nicknamed, explains how to go against the grain, and grow a call centre that actually cares.

Have an obsession with your customers

This is going to sound cliche, but in customer care, it’s all about the customer. Our team are prepared to go the extra mile and delight our customers. We are the champions of those who dare to dream and want to encourage our team members to do whatever it takes to ensure that we are powering prosperity through confidence in every interaction we have with our customers. This means that team members are encouraged to speak up when things are not working or need to be escalated to ensure that we deliver a best in class experience for our customers. On that note, here’s a little video about our team’s customer ‘obsession’.

Find awesome talent

Sometimes there’s pressure to hire fast. But it’s worth waiting to find the right person or people to join your team. It’s critical that they are a great cultural fit for both your team and your organisation as this will help to set them up for success in their role.

Get out of your team’s way

A great leader is only as good as the team around them, so rather than make it all about you, make it all about the them. Give your team as much autonomy as possible to allow them to run as a self managed team. Always offer support and guidance and check in regularly with them. You need to trust your team and get out of their way. It will empower them to make their own decisions and solve problems on their own, without you being the bottleneck.

Be bold, innovate & learn fast

A winning customer care team is bold, thinks outside the box, collaborates with each other & inspires creativity. Encourage your team to learn fast and find new ways to delight your customers. Create the space where it’s ok to have experiments fail, and savour the surprises.  

Have fun

Create a culture where everyone’s encouraged to have fun. Not only does it make work more enjoyable, but it leads to greater job satisfaction and therefore better customer service.

Information may be abridged and therefore incomplete. This document/information does not constitute, and should not be considered a substitute for, legal or financial advice. Each financial situation is different, the advice provided is intended to be general. Please contact your financial or legal advisors for information specific to your situation.

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