Customer Success | 5 MIN READ

How to Build Resilience in Your Customer Success Team

If you wish your customer sucess team to excel, you must learn how to build resilience. Read on the article to know how well to articulate it and more.

Simran Mohanty
Dec 23, 2020

build resilience

The customer success niche in itself could be seen as a daunting task, if not dealt with in the right manner. It can make your day even longer and mundane with the never-ending customer complaints barging into your space. Hence, it is the need of the hour to build resilience in your respective customer success teams.  

In order to render your clients nothing short of perfection, you will need to have a team that constantly strives towards cooking a stellar customer experience. If you are looking to know how to build resilience, here are 7 such battle-tested methods to help you crack that. 

  1. Prioritize your Tasks  
  1. Ascertain Automation Techniques  
  1. Imbibe an ever-learning attitude 
  1. Embrace Criticism and Rejection  
  1. Ignite Trust and Confidence  
  1. Avoid Panicking under Attacks  
  1. Challenges are hidden Gems 
build resilience

Prioritize your Tasks  

Ensure that your today is more productive than yesterday. Cultivate a habit for you and your team to use the available resources judiciously and plan the due course of actions. You must have come across a concept called, MIT, Most Important Task.  

Plan to feed in only those tasks under MIT which are running at a priority and can generate significant results. Try to keep these tasks at a minimum so that you can zero in on all your concentration into a few rather than neglecting a bunch. 

Ascertain Automation Techniques  

When you enable automation into a process, you will see managing customer success efforts and tasks is now a lot easier. And in simpler terms, it saves time, thereby, you will have more time to focus on bringing out valuable experience for your clients.  

Not only that, it will be more convenient to gauge the impact of your efforts and know how good, bad, or ugly are you performing. You will find many such automatic tools to make your lives easier. One such is Asana, this is a management tool where you can simultaneously assign and focus on goals and tasks with your team. 

Imbibe an ever-learning attitude 

It is a given that your customer needs and demands will change will time. Build resilience in your team in such a way that they are flexible and adaptable to the changes and see it with an ever-learning attitude. You will have a lot to learn from a customer too.  

What defines your success is accepting their ever-changing needs and satisfying them with the highest scope of sincerity. This will show the customers that you really care and will keep the bulging churn rates away. 

Embrace Criticism and Rejection  

As you start working more with the customers, you will get to know them even better. In a way, you are naturally sighing up for their criticism or rejection, if any. Learn to embrace it and look at it in a positive light. It is always healthy as it makes you revamp your business and offer even better results.  

Try not to overreact and not to take things personally. Your customers would want only the best of solutions and services, and they will nudge you to give it to them. Now, it is up to you how you deliver it. 

Ignite Trust and Confidence  

building resilience

The best way to build resilience is by building the essential factor of  trust and confidence. To bring out a good and healthy relationship, you will require the ingredients, honesty, trust, and communication. A customer is more likely to get back to you and do business if he has the requisite amount of trust in you.  

The second your over promise and under deliver, this will impact the trust quotient and you will have to see them leave. Therefore, take every opportunity to build an even better relationship with your customers and treat them with the utmost respect at all times. 

Avoid Panicking under Attacks  

There are times when you feel at loss or are stuck with no clue. Let me assure you, it is perfectly okay. What is not okay is panicking and stressing yourself over these issues. You need to reassure yourself and the team that things will definitely fall back into places. To avoid such circumstances, try to centralize your documents whenever possible.  

This way, you will lose things less. Also, consult the senior management people for precious feedback that can give you some stability. However, never lose your cool no matter how the situation is. 

Challenges are hidden Gems 

All the frustrations and disappointments that come your way are actually opportunities in disguise. Surface the reality – you will definitely see more setbacks and daunting tasks as you progress.  

But being realistic and discussing it with your team will enable you to see it in a different light. This will give you the strength to battle the toughest ones in the battleground. Further, do not take a backseat from asking for help. This will only make you more resilient and connected to your team members. 

That’s a Wrap  

For garnering most of growth and profitability, you will have to build resilience in your customer success team. How about you imbue a customer-centric culture and champion it to see the results? Moreover, to cope up with the everyday hustles and bustles, you will need resilience.  

The aforementioned seven tips will assist you in understanding the concept of resilience in no time. When you develop and hone your resilient skills you actually pave the way to tackle most of the conflicts and challenges that come your way. 

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Originally Published December 23rd, 2020, Updated December 24th, 2020

Simran Mohanty

Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her 'gift of the gab' to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.

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