{"id":5764,"date":"2022-08-27T17:00:00","date_gmt":"2022-08-27T17:00:00","guid":{"rendered":"https:\/\/www.zenmaid.com\/magazine\/?p=5764"},"modified":"2025-05-22T03:13:55","modified_gmt":"2025-05-22T03:13:55","slug":"customer-service-rockstars","status":"publish","type":"post","link":"https:\/\/www.zenmaid.com\/magazine\/customer-service-rockstars\/","title":{"rendered":"How to build a rockstar customer service team"},"content":{"rendered":"\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to Set Up Your Customer Service for Greatness\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/6di3d3A5dJY?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>The following article is based on a presentation by Michelle Myers at the 2021 <\/em><a href=\"https:\/\/youtube.com\/playlist?list=PL8Co4V1UoDDCGpF6VpC0DrAtvsNmF6sRv\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Maid Summit<\/em><\/a><em>, hosted and organized by <\/em><a href=\"https:\/\/get.zenmaid.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>ZenMaid<\/em><\/a><em>. Michelle is the co-owner of <\/em><a href=\"https:\/\/www.pinkcallers.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Pink Callers<\/em><\/a><em>, a customer service agency for field service businesses.&nbsp;<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When most maid service owners launch their businesses, they\u2019re a one-person customer service team. This is fine in the beginning, but if you want your business to grow, delegating customer service is essential.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Michelle Myers, co-owner of Pink Callers, a virtual customer service agency, says customer service representatives (CSRs) are the pilots of your company. CSRs guide communication, schedule work, keep clients satisfied, and help you get paid.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A successful CSR needs more than a phone line. According to Michelle, a rockstar customer service rep requires a business owner\u2019s support in three key areas:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tools<\/li>\n\n\n\n<li>Tech<\/li>\n\n\n\n<li>Training<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cIf you get these three areas of customer service dialed in for your team, you&#8217;re really going to empower them to be better than they ever thought possible,\u201d Michelle says.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Read on to learn Michelle\u2019s tips for supporting your CSRs in each of the key areas for success.<\/p>\n\n\n\n<h2 id=\"heading-1\" class=\"wp-block-heading\"><strong>Tools for customer service success<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Cleaners aren\u2019t the only people on your team who depend on the right tools and equipment to do their best work. Here\u2019s a rundown of the essentials for every CSR.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dedicated office space:<\/strong> If your office is a high-energy, loud environment, create a quiet space for your CSR. While office space isn\u2019t what you\u2019d typically consider a tool, it\u2019s absolutely essential. The sounds of multiple conversations or people coming in and out of a busy office environment can sound chaotic to a caller and can negatively impact your business. Callers can also tell when the CSR is stressed or distracted, which doesn\u2019t create confidence in the quality of your service.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">If it\u2019s impossible to create a quiet and protected space for your CSR in your office, consider having them work from home.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Multiple computer screens: <\/strong>CSRs receive messages from different platforms all day \u2013 phone, <a href=\"https:\/\/www.zenmaid.com\/magazine\/text-messaging-for-your-cleaning-business\/\" target=\"_blank\" rel=\"noreferrer noopener\">text<\/a>, email, <a href=\"https:\/\/www.zenmaid.com\/magazine\/facebook-advertising\/\" target=\"_blank\" rel=\"noreferrer noopener\">Facebook<\/a>, <a href=\"https:\/\/www.zenmaid.com\/magazine\/instagram-ultimate-guide-for-maid-service-owners\/\" target=\"_blank\" rel=\"noreferrer noopener\">Instagram<\/a>, or live chats on your website. With so much information to process and sort, it\u2019s easy to get overwhelmed and lose track of messages.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">To help your CSR manage all of this input, give them multiple computer screens in addition to their desktop or laptop computers. They can dedicate each screen to a different type of communication. The number of screens you\u2019ll need depends on how many channels of communication your CSR manages.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Headset: <\/strong>Help your CSR go hands-free by providing headsets, which offer greater speed and efficiency than a speakerphone.<br><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/s5xqWALuPZqTLG7cLr3YTiGTZpuJO7RwSGe_FNlTcAYjruJCHgFp_mo4drvLaxcY_aC1Xgr5S3APHxyDnmGuHLfMQDjNoKvTdcAJ9iytOu5EpSrybSD5_ehORvCZBnPx_0HD8oRY\" width=\"500\" height=\"333\"><\/li>\n<\/ul>\n\n\n\n<h2 id=\"heading-2\" class=\"wp-block-heading\"><strong>Tech for customer service success<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Not all software is created equal. Here\u2019s how to find what\u2019s right for your team.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer relationship management (CRM):<\/strong> Your CRM tracks customer interactions and information and is the main software your customer service team uses.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><p>If you\u2019re shopping for a CRM, find the one that best supports the way you\u2019d like your customer service team to work and is easy to use. A complicated CRM will be more of a distraction than a helpful tool.<\/p>\n<p><a href=\"https:\/\/get.zenmaid.com\/\"><img decoding=\"async\" src=\"https:\/\/www.zenmaid.com\/wp-content\/uploads\/2019\/05\/free-trial-banner-1.png\" alt=\"\"><\/a><\/p><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Dashboard: <\/strong>A dashboard is software that helps you manage all of your team\u2019s tasks. Examples are ClickUp, Trello, Monday, or Asana.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">With a dashboard, you and your CSR can assign tasks and deadlines to specific people. It allows a full-view of everyone\u2019s workload, schedules, and the status of projects.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">You can also use your dashboard to organize frequently used information such as call scripts, pricing, and other customer service information. This helps your CSR access this information quickly if they\u2019re on a call, and is a knowledge base for future employees.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Communication: <\/strong>More and more, customers are choosing digital forms of communication over phones to contact businesses. Don\u2019t wait until your phone stops ringing. Invest in digital forms of communication to help your CSR team talk to customers in the ways customers prefer.<br><br>Digitize your internal communication as well. Retire group text threads and invest in tools like Slack that help you organize conversations. These tools may seem overwhelming if you\u2019re just starting out, but your company will grow into them, so consider the future you want to build when choosing tools and technology.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/L62SUeBPgTuEdWwLoRVomr7ySit7GN2SfRmbYLYUMFKRp2X-qXcYaWdvDBbk56KE8YAR2Xl5iOnzPS4HZPbt1-W8cuXgvlfQna3j_f0ofVKBYsLva0-TnlkOaKsJpuHclWeQ4Ei_\" alt=\"\"\/><\/figure>\n\n\n\n<h2 id=\"heading-3\" class=\"wp-block-heading\"><strong>Training for customer service success<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Invest in training for your customer service team. There isn\u2019t an abundance of training specific for CSRs so you need to be creative and open to training that falls outside the cleaning industry.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Michelle turned to training from <a href=\"https:\/\/www.gotimesuccessgroup.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Go Time Success Group<\/a>. While this training is focused on the HVAC industry, there are a lot of crossover themes and topics that can be applied to maid services.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If possible, buy pre-recorded training you can add to your training program for new hires.&nbsp;<\/p>\n\n\n\n<h2 id=\"heading-4\" class=\"wp-block-heading\"><strong>Ask your CSRs for feedback and suggestions<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Create an easy and consistent system to get feedback and suggestions from your CSRs about the tools, tech, and training you\u2019ve provided.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If something isn\u2019t working, get details to help you find a solution that will work better for their needs. After all, every business has unique processes and finding the ideal toolbox for your CSR may take some experimenting.\u00a0<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Learn more:<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For more resources on how to grow and perfect your cleaning business, check out the replays from the <a href=\"https:\/\/youtube.com\/playlist?list=PL8Co4V1UoDDCGpF6VpC0DrAtvsNmF6sRv\" target=\"_blank\" rel=\"noreferrer noopener\">2021 Maid Summit<\/a>, hosted by <a href=\"https:\/\/get.zenmaid.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">ZenMaid<\/a>. The summit featured more than 60 presentations from other maid service owners who shared tools and strategies to help you achieve the highest levels of success in your business.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>If you found this article helpful for your maid service, you may also like:<\/strong><\/p>\n\n\n<ul class=\"wp-block-latest-posts__list wp-block-latest-posts\"><li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/7-metrics-to-measure-service-quality-for-residential-cleaning-businesses\/\">7 Metrics to Measure Service Quality for Residential Cleaning Businesses<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/9-daily-checklists-for-running-a-smooth-cleaning-franchise\/\">9 Daily Checklists for Running A Smooth Cleaning Franchise<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/how-we-got-free-local-news-coverage-for-our-cleaning-business\/\">How We Got Free Local News Coverage for Our Cleaning Business<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/how-reagan-bell-turned-getting-fired-into-a-thriving-cleaning-company\/\">How Reagan Bell Turned Getting Fired Into a Thriving Cleaning Company<\/a><\/li>\n<li><a class=\"wp-block-latest-posts__post-title\" href=\"https:\/\/www.zenmaid.com\/magazine\/what-your-cleaning-business-needs-in-a-cancellation-policy\/\">What Your Cleaning Business Needs in a Cancellation Policy<\/a><\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>The following article is based on a presentation by Michelle Myers at the 2021 Maid Summit, hosted and organized by ZenMaid. Michelle is the co-owner of Pink Callers, a customer service agency for field service businesses.&nbsp; When most maid service owners launch their businesses, they\u2019re a one-person customer service team. This is fine in the [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":5766,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_titles_title":"How to build a rockstar customer service team","_seopress_titles_desc":"Want the best customer service representatives for your maid service? 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