What are the best practices for providing feedback to the frontline support team?
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— The LinkedIn Team
Feedback is essential for the growth and development of any frontline support team. It helps them improve their skills, identify their strengths and weaknesses, and align their performance with the company's goals and values. However, giving feedback can also be challenging, especially when it involves criticism, conflict, or sensitive issues. How can you provide feedback to the frontline support team in a way that is constructive, respectful, and effective? Here are some best practices to follow.
Before you give feedback, make sure that the frontline support team knows what you expect from them. Define the standards, criteria, and metrics that you use to evaluate their work. Communicate your expectations clearly and frequently, and provide examples of good and bad practices. This way, the frontline support team will have a clear understanding of what they need to do, how they will be measured, and why it matters.
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srivatchsan Utham
Distinguished Trusted Advisor - India Leader, Client Success and Support - EWM
Be honest and share the context. If there is a change that needs to be embraced, provide information. What are the “if’s” and “If not” Consequences The key thing is to celebrate the WINS then and there immediately. Feedback should contain leads from front stories as an example for connecting easily. Knowing a bit about an individual's background will greatly help and have a greater impact.
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Asim Iqbal
"Seeking Diverse Opportunities to Grow and Excel"
Provide feedback as close to the event as possible. This ensures that the details are fresh, and the learning experience is more immediate and impactful.
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Mohamed N. Mahani ✈️
Regional Customer Service Representative (Egypt, Jordan, UAE, Kuwait, Bahrain) at FedEx
Effective feedback is crucial for frontline support team development and improvement. To provide feedback, be specific, objective, and balance positive and constructive feedback. Be timely, adopt a supportive tone, and offer actionable recommendations. Foster a feedback culture, offering ongoing support and coaching to help team members implement the feedback and develop their skills. Provide feedback privately to respect individual dignity and encourage self-reflection. Follow up periodically to assess progress and provide additional guidance if needed. Remember, feedback is a continuous process and should be part of an ongoing dialogue.
Feedback is most useful when it is given soon after the performance or behavior that you want to address. This allows the frontline support team to recall the details, correct their mistakes, and reinforce their successes. Feedback should also be specific and focused on observable facts, not vague opinions or assumptions. Provide concrete examples of what the frontline support team did well or poorly, and explain how it affected the customer, the team, or the company.
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Rajiv Madassery
Senior Support Manager, IBM Sustainability Sofware
Spot feedback - Should be given at the time of incident when it is detected, be it negative or positive. For constructive feedback be brief, point out the scope of improvement and keep it for a detailed discussion later. 1 to 1s - For the observations made throughout a period of time setup 1 to 1s to discuss and brainstorm on the topics, monthly is a great idea as you can clear the topics for the month and course correct the subsequent month. Maintain records for reference, so that both team and manager can reflect, and helps as an great means to measure overall effectiveness of the feedback program.
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Rasheed Omotayo
Helping customers succeed at Moniepoint Inc || Customer Success Manager || Customer Experience Management || Customer Support || User Operations || Fintech
Timely and specific responses are typically something to expect from frontline support and it's important to replicate the same when sharing feedback with them. It will go a long way to reinforce the culture.
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Nokuthula Kubeka
Resourceful Virtual Assistant | Recruitment Specialist | Social Media Management | Basic Payroll Administrator | Empowering Organizations with Top-Notch Administrative and Marketing Solutions"
- Timely feedback is crucial for relevance and impact. - Address specific instances rather than generalities for clarity. - Clearly outline the observed behavior or outcome. - Connect feedback to relevant goals and expectations. - Highlight both strengths and areas for improvement. - Use concrete examples to illustrate points. - Ensure feedback is actionable and includes suggestions for improvement. - Foster a two-way communication channel for team members to respond or seek clarification. - Regularly schedule feedback sessions to maintain consistency. - Recognize and appreciate positive contributions promptly.
Feedback should not be only about pointing out the flaws or errors of the frontline support team. It should also acknowledge their achievements, efforts, and progress. Positive feedback can boost their morale, motivation, and confidence, and encourage them to keep up the good work. Negative feedback, on the other hand, should be delivered with care and compassion, and framed as an opportunity for improvement, not a personal attack. Balance positive and negative feedback by using the sandwich method: start with a compliment, then give constructive criticism, and end with another compliment.
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Sharath Abraham
Helping organizations define their culture using technology.
Before providing your feedback, reach out to the frontline workers' peers and mentors to gather feedback. You want to make sure that the consolidated information you are providing your front-line worked is coming from not only you but people that they work with and respect.
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Victoria Louvari
A multifaceted marketer with relentless empathy for the audience | Turning words into stories and stories into conversions | Marketing Executive @ LinkedBusiness
Create an environment where team members feel comfortable discussing and sharing their observations with each other. Firstly, encourage trust-building activities and team bonding to strengthen relationships. Then, provide guidelines and best practices for delivering constructive feedback. Team members should focus on behaviors and results, not personal attributes, and offer suggestions for improvement. Remember: feedback should be aimed at helping team members grow and improve. We should all try to maintain a constructive and supportive tone when offering one.
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Nokuthula Kubeka
Resourceful Virtual Assistant | Recruitment Specialist | Social Media Management | Basic Payroll Administrator | Empowering Organizations with Top-Notch Administrative and Marketing Solutions"
- Balance is key: Acknowledge strengths and successes. - Provide constructive criticism for areas needing improvement. - Avoid overly negative or positive extremes for a fair assessment. - Highlight specific examples to illustrate points effectively. - Emphasize the impact of positive behaviors on team success. - Frame negative feedback as opportunities for growth. - Foster a supportive environment to encourage openness. - Be specific about what went well and what needs adjustment. - Maintain a solution-oriented mindset in feedback discussions. - Recognize individual and team achievements to motivate and boost morale.
Feedback should not be a one-way communication, but a dialogue between you and the frontline support team. Give them a chance to respond, ask questions, share their perspective, and express their feelings. Listen actively and empathetically, and show that you care about their opinions and emotions. Engage them in finding solutions, setting goals, and creating action plans. This way, you can build trust, rapport, and collaboration with the frontline support team, and help them own their feedback and act on it.
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Nokuthula Kubeka
Resourceful Virtual Assistant | Recruitment Specialist | Social Media Management | Basic Payroll Administrator | Empowering Organizations with Top-Notch Administrative and Marketing Solutions"
- Actively listen to team members' perspectives and concerns. - Create a dialogue by encouraging team members to share their insights. - Show empathy and understanding during feedback discussions. - Seek clarification when needed to ensure accurate understanding. - Use open-ended questions to promote meaningful conversations. - Allow team members to express their thoughts and feelings. - Respond thoughtfully to demonstrate that their input is valued. - Incorporate team feedback into decision-making processes. - Foster a culture of open communication and continuous improvement. - Demonstrate a genuine interest in the team's well-being and success.
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Piyush Parikh
Sure thing, feedback is all about having a real conversation. You've got to really hear your team out, let them have their say, and get where they're coming from. It's not just about telling them what's up; it's a two-way street. When they feel heard and involved in the fix-it plan, that's when the magic happens for everyone.
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Maria Manko
Senior Manager, Customer Experience
In my experience, creating a feedback culture where everyone's voices are heard and valued leads to a more motivated and engaged support team. It drives improvement and cultivates a sense of ownership, making the team more proactive in addressing challenges and striving for excellence.
Feedback is not a one-time event, but an ongoing process. After you give feedback, you need to follow up and monitor the frontline support team's performance and behavior. Provide them with support, guidance, and resources to help them implement their action plans. Check in with them regularly, and give them additional feedback on their progress and challenges. Recognize their achievements, celebrate their successes, and reward their efforts. This way, you can ensure that the feedback leads to positive and lasting changes.
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Piyush Parikh
Always keep the conversation rolling. Chat with your team often, see how they’re doing with the feedback, and cheer them on. It’s like growing a garden - water it, give it some love, and watch it bloom.
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Gulshan makki
Remote Customer Service representative |Chat Support Agent | Import Manager | Sales & Marketing | Sourcing From China | | CRM| ChatGPT & Customer service | Affliate Marketer at Amazon| Growing business||
The best practices for providing feedback to a front-line support team: Be specific. Give timely feedback. Balance positive and areas for improvement. Be constructive and encouraging. Use the "sandwich" method. Offer actionable advice. Encourage self-assessment. Promote a growth mindset. Provide consistent feedback. Foster open dialogue. Document feedback. Follow up regularly. Recognize achievements. Include employees in goal-setting. Consider 360-degree feedback. Invest in training and development. Use performance metrics for measurement.
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Nurul syuhadah jamil
IT Servicedesk
Give feedback in a good manner eventhough it was a bad feedback so that they will have the encouragement to fix the mistake. Please do not discourage the agent and dont sugarcot
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Spiridon Araman
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Be there with them... show interest in their day to day activity.. be also there when they need support and comfort in their personnal life as well... Show them how to be committed to their support to the Customer and not merely a "messenger" of his support needs. Unfortunately "mediocrity" is taking over the overall scene... fight it and promote self development of your team... Involvement, Education and Self Development will always be the answer to a better Support no matter where in the world
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Muhammad Khan
Logistics CS at FedEx | Ground Operations | Shipment Release & Manifests creation
For giving feedback to your frontline support team, keep it constructive, specific, and regular. Encourage open communication, recognize achievements, and provide coaching for improvement.
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deborah john
Professional Customer Service Representative//Executive Virtual Assistant//
For giving feedback to your team, concentrate on the behavior,not the person.The right feedback will not only improve performance,but it can provide information your employees need to reach future career goals. This feedback must be constructive to enable employees to understand their abilities,learn areas for improvement,and know the impact of their work.