 |
Vital Retention Facts
What is Attrition Costing You?
Article Archives!
R-tactics Tips FREE!
Client Case Studies
HOT Conferences
Site Map
Starting a new company? Learn more about LaunchSmart™.
Bi-weekly tips to boost service and retention levels!
|
|
|
|
MLM Customer Service: Properly Staffing the Customer Service Team
By Terrel Transtrum
Copyright © 2006
Properly staffing the customer service function is obviously a key element in the success of the department. Multi-level marketing and party plan companies bring all of the traditional service challenges overlaid with additional, unique demands. Here we outline the personal and technical skills for your customer service manager and staff.
First, the executive responsible for selecting the supervisor or manager of the direct selling customer service functions must be absolutely convinced of the importance of those functions and the contribution they can make to success.
Next, the man or woman selected to head the customer service function should possess these nine attributes.
- Knowledge of the organization. The person chosen, of course, must be familiar with the products, compensation plan, and services offered by the company and how orders and commissions are processed. If the company hires an outsider for the job, because no suitable executive could be found within the company, this person should first be given two to four weeks to become thoroughly familiar with the company and all of its products.
- Good administrator. Since customer service is a "people"business in which healthy relations between the field and office are essential to success, the executive in charge must be an effective leader.
- Attentive to detail. By its nature, MLM and party plan customer service deals with thousands of documents, packages, products, and commissions issues. The staff of the department must be thorough and accurate, which means the department head must set a good example.
- Articulate and well-written. The head of the department must be able to communicate verbally and in writing with different groups: field reps, customers, vendors, other employees, and executives in the company, and on occasion with consumer advocates, governmental representatives, and VIPs.
- Informal. Since informality is so important in achieving efficient customer relations, it should be obvious that the head of the department must be a person who relishes directness and informality.
- Calm under pressure. Capable of shrugging off harsh words and insults, able to get the aggravated customer to "blow off steam," and skilled in settling difficult situations is the hallmark of effective multi-level marketing, network marketing and party plan customer service leadership.
- Enthusiastic. Customer service is neither exciting nor is it seldom varied. To maintain employee spirit and morale, the head of the department must exude enthusiasm and optimism. If he or she treats the work as drudgery, this negative attitude will soon infect the staff.
- Strong analytical skills. When it comes to analyzing compensation plan problems, particularly for purposes of pinpointing where the problems originate, and then articulating the problems in a way that permits resolution, the person with proven analytical skills will shine. Some suggestions for selecting such people include an evaluation of their school grades with regard to math, algebra, chemistry, and / or physics.
- Strong people skills. By now, we have defined the "super-employee," but it is the basis for justifying a better-than-average paycheck when you find individuals who possess the traits listed here, rounded out with strong people skills. By this, we mean the skills of good interpersonal communication (listen, empathize, assure, formulate and communicate solutions, solve the problem, and communicate the solution-win back the disappointed caller!).
Front-line personnel staffing the phones must possess many of the same attributes. In addition, all must be good "thinkers" and possess sound reasoning skills and common sense. One successful method for screening customer service candidates is to administer an advanced math / algebra test, or to request a copy of school transcripts for examining math grades. Over the years, we have observed a direct correlation between math grades and abilities and solid customer service personnel who are called on to navigate complex MLM commissions issues, work with party plan and hostess compensation, and juggle the challenges of MLM software and even MLM legal issues, while at the same time navigating returns and other policy issues and demonstrating mastery of people skills. It's no small task! The right people will make the difference.
Adjustment personnel and returns processors are the ones who make the actual decisions on how to pacify customers via the mails or on the telephone and, where required, make a fair adjustment. The qualities listed for telephone-order taking representatives in the article on Telephone Order Taking apply to customer service personnel as well. In fact, customer service personnel must possess the same skills demanded of your telephone order takers, plus possess the additional skills and abilities outlined here. In addition, the following skills should be evident:
- Good word sense and patience to comprehend the sometimes illegible letters
- Good handwriting for the frequent need to write short notes or fill in a form
- Command of simple written language to prepare short, clear and crisp responses
- Clerical aptitude to rapidly sort, count, write and file paperwork
- Thorough and detail minded because customer service and returns work involves so much minutiae
- Team worker to share problems, solutions, and the backlog with fellow workers, including temporary employees who may be strangers to the operation.
Back to top
|
|
