You’re managing a team in customer experience. How do you ensure they have the right skills?

As a manager overseeing a team in customer experience, I prioritize ensuring that each member possesses the necessary skills to excel in their roles. Firstly, I closely monitor their deliverables and projects, analyzing their performance to identify areas of strength and areas needing improvement. Through this process, I gain valuable insights into each team member's skill set and where additional training or support may be required. Additionally, I provide targeted training and development opportunities based on these assessments, focusing on areas such as communication, problem-solving, and empathy.

To ensure my team's competency in customer experience, I'd conduct a structured training program focusing on essential customer experience skills such as active listening, empathy, problem-solving, and effective communication. This program could include interactive workshops, role-playing exercises, and real-life case studies to reinforce learning and application. Additionally, offering certification opportunities from reputable organizations in customer experience management can validate and enhance team members' skills. Regular assessments and feedback sessions would ensure continuous improvement and alignment with organizational goals.

Having a good sense of where the team is at is always a great place to start. What skills does your team currently have and where do they excel? Celebrate that. Secondly, analyse your metrics and key goals and see where you fall short as a team. Identify if the issue is a knowledge/skill gap or a structure gap. This can help you define your learning goals and ensure that you channel resources in the right place. Also, what skills are taking the lead in your niche? Don't leave your team members behind and ensure that they move with the trend. Above all, Identify what your business needs at the particular time, and ensure to take feedback from the people you're looking to train.

The best recommendation to train the team is that they go to the field. The main recommendations are: take the client's advice and ask. Live the purchase. (on all existing channels) Let them take different customer profiles Let them observe customers go to the stores, be in front of the planogram, make a purchase (obviously not invasive) The feedback from these experiences is the best, they learn from the experience which is the most important thing, this knowledge is not 100% documented

Para evaluar las habilidades actuales del equipo en experiencia de cliente, comienzo definiendo claramente el perfil ideal para el rol de CX. Luego, realizo pruebas psicométricas para identificar coincidencias y brechas entre este perfil ideal y el perfil del colaborador. Trabajo en conjunto con el colaborador para evaluar sus conocimientos técnicos, brindándole oportunidades para aplicarlos en situaciones reales. Además, analizo indicadores clave y encuestas de satisfacción del cliente para obtener retroalimentación valiosa y poder desarrollar un plan de carrera personalizado.

Tras revisar la situación de tu equipo, se identifican claramente tanto las fortalezas como las áreas de mejora. Es fundamental abordar estas brechas de habilidades mediante un plan de carrera personalizado, colaborando estrechamente entre el líder y cada colaborador. Establecer criterios de éxito y definir indicadores clave permitirá medir los resultados de manera efectiva. Es crucial realizar un seguimiento periódico de los planes para monitorear el progreso y tomar medidas correctivas en caso de desviaciones, asegurando así el logro de los objetivos propuestos.

El conocimiento deseable de un ejecutivo de éxito del cliente, se divide en dos: Producto para resolver problemas y entender contexto del cliente; escucha activa para asesorar a tu cliente.

With a clear understanding of our team's skills, I set about defining precise, ambitious yet achievable learning goals. These goals are tailored to bridge the gap between where we are and where we need to be to deliver exceptional customer experiences. Each goal is aligned with our broader business objectives, ensuring that our team's development contributes directly to our company's success. This step transforms our aspirations into actionable targets.

Set sail toward success by defining clear learning goals for your team. Determine what skills are essential for delivering exceptional customer experiences. Align learning goals with your team's roles, responsibilities, and career aspirations. Whether it's mastering communication skills, problem-solving techniques, or product knowledge, ensure your learning goals are relevant, achievable, and measurable.

Recognizing that one size does not fit all, I select a variety of learning methods tailored to our team's diverse learning styles and the goals we've set. From interactive workshops and online courses to mentorship programs and on-the-job training, I curate a mix of learning experiences that are both engaging and effective. This bespoke approach ensures that every team member has the opportunity to grow in a way that suits them best, maximizing the impact of our training efforts.

We have so many channels that could help tp equip your CX team depending on cost and other factors. Continuous trainings, online courses, workshops, seminars and articles can be utilized as a formal means of training. You can try learning with informal methods such as coaching, mentorship, buddy system and cross fucntional collaboration.

El mejor método para aprender a generar experiencias positivas en los clientes, es practicando el role-play, donde se simulen casos reales y sus posibles soluciones.

Para garantir que a equipe tenham as habilidades certas, é necessário que líder conheça muito bem sua equipe e saiba quais são os gaps necessários que poderão melhorar o resultado da área/empresa. Ao ter clareza neste sentido, poderá direcionar as pessoas a adquirirem o conhecimento adequado e no tempo certo e fazer com que apliquem em suas tarefas diárias. Assim, além de aprendizagem ser mais assertiva, o líder poderá acompanhar o desenvolvimento medindo a performance de cada um e trabalhar com feedbacks potencializando essas pessoas.

Las métricas más importantes para evaluar el desempeño de un ejecutivo de éxito del cliente, son: Nivel de Retención, Nivel de Recomendación, Nivel de Resolución, Nivel de Satisfacción.

To make sure your team is learnig effectively and improving their skills, there must be a track record to measure their progress. Use indicators and metrics to evaluate your teams performance such as customer retention, satisfaction, referals etc. You should also consider the teams feedback, customer feedback. Utilize these data to identify what works and what doesnt, this will assit you to plan accordingly.

To ensure our training efforts are not just a shot in the dark, I implement a robust system to track and measure our team's progress against the learning goals. This involves regular check-ins, skill assessments, and feedback sessions, coupled with performance metrics that reflect their impact on customer experience. This ongoing evaluation allows us to celebrate successes, identify areas for further development, and continuously refine our approach to learning and development.

Chart your team's progress like a seasoned navigator, tracking milestones and course corrections along the way. Implement systems to monitor skill development and performance improvement. Use metrics like customer satisfaction scores, response times, and productivity levels to measure the impact of skill development initiatives. Provide regular feedback and coaching to guide your team toward success.

En el proceso de desarrollo de habilidades, es esencial reconocer los avances de los colaboradores. Este reconocimiento no solo valida sus esfuerzos, sino que también les brinda confianza en sí mismos mientras adquieren nuevas habilidades. Celebrar los logros alcanzados constituye un elemento crucial en este viaje de aprendizaje. Además, es importante comprender que los errores son inevitables en el camino hacia el progreso. Lo fundamental es abordarlos rápidamente y extraer lecciones valiosas de cada experiencia. Esta mentalidad de aprendizaje continuo y adaptación es fundamental en el desarrollo profesional y personal

Create an environment that encourages curiosity. Don't focus exclusively on short term productivity, build a culture where people can find down times to discover and learn new things. If your create the right atmosphere, like for example regular forums where people are encouraged to share with the group their latest discoveries or learnings, your people will naturally build new skills.

Como líder de un equipo de experiencia del cliente, debes asegurarte que cada miembro comprenda cuál es el costo de adquirir un nuevo cliente contra el costo de mantenerlo. De ahí, la importancia de cuidar la facturación, porque es más caro atraer un cliente nuevo que retenerlo con un servicio de excelencia.

As Customer Experience is such a broad field, it is important to keep your team's diversity in mind. Having team members specialize in specific areas of CX will inherently have a positive impact on a customer's experience. Of course, when looking to expand a current team, it is advisable to keep in mind the current specializations and to find what specializations could complement the existing team.

Most importantly, they need to have great soft-skills to be successful CX professionals. These skills include: - Intrapersonal - Communication - Empathy (customer and cross-departmentally) - Root-cause analysis - Seek to understand before being understood