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Customer Service Teamwork

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Within most companies’ departments such as service, sales, repair, installation, or finance; people rely on each other for information.  Together, these departments form a team.

When information, regardless how slight, is not shared in a timely manner and with a cooperative attitude, then teams suffer.  On the other hand, teams who have learned to leverage synergy to their advantage also understand the importance of being effective and efficient.

The words, synergy, effective, and efficient are key teamwork terms.

“Synergy” is the creation of a whole that is greater than the simple sum of its parts.

In other words, when two or more people combine their efforts, they can accomplish more together than if they added their accomplishments separately. Teams get more done working together than working apart. In mathematical terms, a synergy formula is: 2 + 2 = 5.

The key synergy attitude is humility.  Specifically, to be less concerned with who gets the credit for the ideas and more concerned with how the ideas benefit the team as a whole.

The next teamwork term we will define is “effective.”

Being effective means knowing how to prioritize and complete work that brings you and your team closer to its goals.  Companies rely on effective team members who will cooperative with each other especially during unforeseen situations.

Within service companies, a pre-arrival phone call, to convey that a technician is en route, is courteous, and professional. These calls can be more effective when the correct information is shared and the correct questions are asked.

Teams become ineffective when unforeseen situations arise.

How about a customer’s messy basement and not being able to access the equipment?

When the office calls a residential customer about a technician’s arrival time, it’s best to listen carefully for good teamwork opportunities.

When a residential customer says “we just moved in,” this should prompt a question.

Some basements are messier than others and clearing a path to the equipment is mutually beneficial.

The next teamwork definition is “efficiency.”

Being efficient means knowing how to do the work with economy, so as not to waste time and effort.

Going back to the previous pre-arrival phone call example, efficiency is achieved when the office team member knows what they’re supposed to say and how they’re supposed to say it.

While a phone professional should never sound like they’re reading a script, they should certainly have one handy.


Because knowing what you are supposed to say enables you to focus more attention on how to say it.

With proper pace of speech, articulation, vocal melody, and less verbal junk – team players convey a positive vocal image of their company and themselves.

So how do scripts add efficiency?

The answer is that scripts help phone professionals get more work done right the first time with enhanced communication, fewer misunderstandings, and greater customer rapport.  Since efficiency involves working with greater economy – minimizing waste and rework are priorities.  The cumulative impact of saved minutes during a workday adds up to improved teamwork and greater profitability.

Effectiveness and efficiency are key teamwork behaviors and when implemented – result in greater synergy.

Steve Coscia, CSP

Posted In: ACCA Now, Uncategorized

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