how do you build and manage a resilient customer service team?

Customer service can make or break your business. After all, 88 percent of customers say the experience a company provides is as important as its products or services, according to Salesforce. 

However, the frontline nature of customer service brings unique stresses and strains, from irate customers to high-pressure deadlines, making resilience not just an asset but a necessity for your staff. So, how can you build and manage a resilient customer service team? Here’s some advice.

share setbacks to find solutions

When setbacks occur — for instance, a high-profile client complaint lands in your inbox — it's crucial to address it transparently with your team. Trying to sweep problems under the rug doesn't make them disappear. It just deprives your group of the chance to learn and grow from the experience. Encourage team members to openly discuss errors and challenges, even painful ones.

When these issues are out in the open, everyone can contribute to finding a solution. This collective problem-solving results in better outcomes and strengthens team resilience. Knowing that it's acceptable to make mistakes — as long as you learn from them — creates an environment where people are less stressed and more willing to take the calculated risks that lead to big rewards.

make life easier with smart tools

When you simplify tasks using tools like Asana or Jira, you're not merely saving time — you're creating space for your team to recover and adapt. With automation handling the routine, customer service staff can focus on problem-solving and strategizing, critical components of resilience. So, in a high-pressure moment or during hectic times like the holiday season, your team is better equipped to provide a consistent and personalized customer experience.

prioritize professional development

A resilient team is one that grows and learns continuously. Make it a priority to invest in the professional development of your customer service team. Whether it's workshops on effective communication, training sessions on new software or courses on customer psychology, these opportunities enable team members to upskill, feel more confident in their roles and adapt to new challenges more easily

keep a lid on stress

When stress levels rise, it can have a domino effect on your team's well-being and, subsequently, customer satisfaction. Here are some of the keys to managing stress and building resilience:

regular breaks

Don't underestimate the power of a five-minute break to step away from the desk. A short breather can provide a fresh perspective and renewed patience when dealing with customers.

open dialogue

Create a safe space for team members to vent work-related concerns or frustrations without judgment. When team members feel heard, they will likely share practical solutions and coping strategies. This also builds trust, one of the cornerstones of a resilient team.

flexible scheduling

Especially during high-pressure seasons, rigid schedules can add to the stress. To counter this, offer flexible scheduling options or the possibility of remote work. For example, you could use a rotating shift pattern or allow customer service reps to swap shifts to better suit their lives.

team activities

Something as simple as a Friday team lunch or a quick round of a team-building game can significantly reduce stress. Team members who share strong bonds are likelier to work together efficiently during high-stress times, directly contributing to team resilience.