Cultivate a Positive Workplace Culture with Team Management Tips from Lauren Scanio

FTL Finance’s Senior Customer Service Manager, Lauren Scanio, has almost two decades of experience in customer service management. We sat down with Lauren to learn her secrets to successfully managing a customer service team and cultivating a positive workplace culture.

How Do You Promote Positive Workplace Relationships Among You and Your Team Members?

Positive workplace relationships are cultivated through various means, including:

• Open communication
• Active listening
• Recognition of achievements
• Fostering a supportive environment
• Promoting a sense of camaraderie

Regular team meetings and one-on-one check-ins can also strengthen bonds and create a more cohesive work culture.

What is the Secret to Establishing Good Rapport With Your Team?

Building rapport with your team requires authenticity, empathy, and consistency:

• Be approachable and genuinely interested in your team members’ well-being
• Show empathy towards their challenges and provide support when needed
• Consistently demonstrate fairness, integrity, and transparency

These methods demonstrate that you value your employees as individuals and foster trust and respect.

What Are the Keys to Providing Great Customer Service?

Great customer service hinges on several key factors, including responsiveness, empathy, expertise, and personalized attention:

• Respond promptly to customer inquiries and address their concerns in a timely manner 
• Understand and connect with customers through empathy
• Provide accurate information and solutions using your expertise in the company’s products or services
• Offer personalized assistance tailored to each customer’s specific needs

Excellent customer service shows customers their needs are valued, creating more meaningful connections and memorable experiences that foster satisfaction.

What is the Secret to Managing a Large, Diverse Team During Peak Operating Times?

The secret lies in effective communication, delegation, and empowerment:

• Clearly communicate expectations and priorities
• Delegate tasks according to individual strengths and skillsets
• Empower team members to make decisions within their scope

These strategies maximize efficiency and foster a sense of ownership and accountability, which is vital for success during the busy season.