How to Create a Powerhouse Customer Service Team

Five simple steps required:

1. Ensure sufficient capacity and capability
   1. The importance of slack
   2. Checklists
2. Divide responsibilities
   1. Maintain a big front line
   2. Quarantine your experts
3. Do ALL work in either ERP or CRM
   1. Confiscate notepads & post-it notes
   2. Log every case and every activity
4. Get a global view of all work
   1. Aggregate cases from multiple systems
   2. Calculate actual lead times in net-work-hours
   3. Determine target case lead times
   4. Put your view of case performance on the wall
5. Supervise your team
   1. Get a good supervisor
   2. Institutionalize daily, 20-minute, stand-up WIP meetings