A team takes on the tone of its leader,” says our Global Director of Customer Support Kaitlin Pettersen. When an unprecedented crisis like COVID-19 hits, how do you provide your team with the guidance they need? Your support team is likely facing an unprecedented array of stressors right now, such as handling high chat volumes, resolving stressed customer issues, and the abrupt transition to Latest Mailing Database remote work. So it's no surprise that 74% of support managers saw a drop in team morale. Being a leader during a pandemic doesn't come with a "game guide." Yet, it's more important than ever to support your team and provide them with the comfort, resources and encouragement they need. We spoke to support managers at Intercom, Ship Bob.
Here are their tips: Provide a safe spacey these uncertain times, your team needs a sense of psychological safety more than ever. This sense of security needs to Latest Mailing Database come from the top, directly from your leadership team. So above all, provide your support managers with the resources and emotional support they need to foster a safe environment for their direct reports. This involves having strong one-on-one relationships with support managers and giving them the time and space they need to support their teams. Intercom's Global Director of Customer Support, Kaitlin Pettersen, says: "Now more than ever, it's really important to make sure that you have a great leadership team and are putting your energy and resources into it, because everything flows from them.
"Remember, a team takes its tone from its leader. So strive to present yourself as a calm, confident, and genuine presence to your team. Ruth O'Brien, Intercom's Senior Customer Support Manager, says: “It's important to strike a good balance between being honest about how you feel and not pretending to be perfect, but also being calm and leading by example. As a leader, it's your job to Latest Mailing Database be strong for your team. Give your team the information they need During a crisis like COVID-19, your business is likely making quick decisions that will affect how your support team communicates with your customers, such as how you: Helping customers who are on the verge of churn Or support customers facing financial difficulties To set your team up for success, you'll need to provide them with a steady stream of up-to-date information.