Building Trust in Customer Service Teams

I’ll never forget something a CEO taught me early in my career. He would stop by my desk regularly. No agenda. No formalities. At first, it felt routine. But over time, I began to see the pattern. Just a simple, “How’s it going?” At the time, it seemed insignificant – a polite hello. But now, I see it for what it was: a trust-building moment. His casual approach made it easier for me to open up, share my concerns, and speak honestly. It wasn’t about the words.  It was about the intention behind them. Trust doesn’t just happen. It’s built with consistency, action, and a lot of listening. As a leader today, I do my best to do the same. If your team isn’t approaching you, here’s what may help: - Be present.  ↳ When someone comes to you, put everything else aside and truly listen. - Avoid shutting them down.  ↳ The first “no” can be the last time they trust you with their ideas. - Go to them.  ↳ Don’t wait for trust to walk through your door, go and build it where they are. Here’s something not many will tell you: If your team isn’t coming to you, it’s not on them. It’s on you. So go to them. Because trust isn’t a gift – it’s a responsibility.

Memoirs of a Gully Boy Episode 36: #Trust – The Foundation of Impactful Leadership Trust is the cornerstone of every successful relationship, whether it’s with your team, clients, or stakeholders. It’s the invisible currency that fosters collaboration, inspires loyalty, and drives meaningful results. Earning Trust in the Early Days In one of my first leadership roles, I was tasked with managing a team of seasoned professionals who were skeptical about my approach. I knew that earning their trust wouldn’t happen overnight. Instead of asserting authority, I spent the initial weeks observing, listening, and understanding their challenges. When I finally proposed changes, they were based on what I had learned from the team. The response was overwhelmingly positive because they felt heard and respected. Trust wasn’t built with grand gestures but through small, consistent actions that demonstrated empathy and accountability. Lesson 1: Trust is earned through listening and delivering on promises, not by demanding it. Building Client Trust in a Crisis A project for a major client once faced an unexpected technical failure just days before launch. The client was understandably frustrated, and tensions ran high. Instead of deflecting blame or downplaying the issue, I took full ownership, provided a transparent timeline for resolution, and kept them updated at every step. This approach turned a potentially damaging situation into an opportunity to strengthen the relationship. The client appreciated the honesty and accountability, and our partnership grew stronger as a result. Lesson 2: Trust thrives on transparency, especially in challenging times. Empowering Teams Through Trust Trust isn’t just about earning it for yourself—it’s about extending it to others. During a high-pressure system migration project, I delegated critical tasks to team members who were relatively new. While some questioned the decision, I trusted their capabilities and provided the necessary support. Their performance exceeded expectations, and the project was a resounding success. That experience reinforced that trust empowers individuals to rise to challenges and reach their potential. Lesson 3: Trust isn’t a risk; it’s an investment in people’s growth and confidence. Sustaining Trust Through Integrity Trust, once broken, is hard to rebuild. Over the years, I’ve learned that the simplest way to sustain trust is to lead with integrity. Whether it’s meeting deadlines, delivering quality, or admitting mistakes, consistency in actions speaks louder than words. In one instance, a client project faced delays due to unforeseen challenges. Rather than overpromising and underdelivering, I laid out a realistic plan and ensured that every milestone was met thereafter. That consistency solidified trust, even in difficult circumstances. Lesson 4: Trust is maintained through unwavering integrity and consistent follow-through. To be continued...

Trust is built through actions, not words! Trust is at the heart of any effective leadership style. I’ve found that it can make or break a team's performance, morale and overall success. Today, I want to share some insights on building and maintaining trust within your team, based on my 20+ years of experience in leadership roles. Transparency is Key: Share important updates, both good and bad. If something isn't going well, it’s better to let your team know rather than keeping them in the dark. People appreciate honesty. Open-Door Policy: Make sure you're approachable. If team members feel they can come to you with any problems or suggestions, you’re on the right track. Be Consistent: Try to treat everyone fairly and keep your promises. If people know what to expect from you, they're more likely to trust you. Acknowledge Mistakes: We're all human... we all make mistakes. Owning up to them shows maturity and reliability, two qualities that help build trust. Provide Feedback: Positive or constructive, feedback helps team members know where they stand and how they can improve. It's a two-way street... encourage them to provide you with feedback too. Tip: Always use Positive Reinforcement when giving feedback... don't make it all about the individuals shortcomings. Empower Your Team: Delegating tasks or responsibilities not only shows you trust your team's skills but also encourages their own development. The sense of ownership they get from it often leads to better results. Show Appreciation: Recognize and reward good work. Simple acts of appreciation can go a long way in building a positive and trusting work environment. Stick to Your Values: Integrity is crucial. If your actions reflect your words, people are more likely to trust you. Active Listening: Take the time to listen to your team's concerns and ideas. This not only fosters trust but can also provide you with valuable insights. Follow Through: If you commit to something, do everything in your power to make it happen. This confirms that you're reliable, further building trust. Leadership isn't about pretending to have all the answers. Simon Sinek - "In leadership, the quickest way to lose trust is to pretend you have all the answers. The best way to build it is to prove you don't." #LeadershipTrust #BuildingTeams #TransparencyInLeadership #LeadershipDevelopment #EffectiveLeadership

When your CSM freezes on a tough call, do you blame them? I’ve heard many Customer Success leaders hesitate to use role-playing. Some feel it comes across as awkward. Others believe their teams will learn through exposure to real calls over time. But here’s the truth: observing a tough conversation is very different from being the one responsible for navigating it. Especially when a renewal is at stake or a customer clearly feels frustrated. Most teams struggle less with understanding the product and more with staying composed when a customer pushes back, questions the value, or speaks in a way that throws the team off balance. In those moments, confidence does not appear on its own. It comes from preparation. That’s why we practice regularly. It begins in onboarding and continues as part of our rhythm. We walk through real scenarios that actually show up in the day-to-day. We focus on tone, pacing, phrasing, and staying grounded when conversations get uncomfortable. When a high-pressure call comes up, I join. I stay present without taking over. If the dynamic shifts and the customer starts to dominate, I step in briefly to help reset the tone and bring the focus back to a shared direction. Then I hand the conversation back to my rep. The goal is to build capability, not dependency. After the call, we reflect together. We talk through what worked and where we can fine-tune the approach. That space, where someone can try, miss, and improve, is where real learning happens. If your team struggles when conversations get tough, ask yourself whether they’ve been given the space and structure to train for those moments or if they’ve been left to figure it out while under pressure.

What’s the ROI on helping a customer who’s at fault? For years, I’ve ordered free-range turkeys and pies from Griggstown Farm. It’s part of what makes the holiday special for my family. But this year, when I arrived to pick up my order, there was no turkey. The mistake was mine—I hadn’t added one to my order. It wasn’t their problem to solve. Yet, instead of sending me away to figure it out, they found a turkey for me. It was massive—far more than I needed—and ended up costing almost double what I usually pay. But the way they handled it made all the difference. They didn’t just solve my problem; they reinforced why I’ve been loyal to them for over a decade. I left happy, my Thanksgiving saved, and I’ve already told this story to several friends, many of whom now want to try Griggstown Farm themselves. Here’s the key insight: their product is excellent, but how they treated me is what truly made the difference. For businesses, the challenge is scaling this kind of care in a way that’s authentic and systematic. Here’s one approach: Create a Customer Service SOP: Develop a standard operating procedure for situations where the customer is at fault but still needs help. Equip your team with thoughtful, customer-centric options for resolving issues. Empower Your Team: Give customer-facing teams the autonomy to act within these guidelines, ensuring they feel trusted to do what’s right for the customer. Measure the Results: Track key data points like resolution rates, repeat business, and customer satisfaction to refine the process. Use this data to scale the most effective practices. https://lnkd.in/gknBS6Ru

Since 2011, I’ve built and led teams all over the world. As a diplomat, my assignments change every 1 to 3 years—new country, new office, new team. That means I don’t have the luxury of time to slowly build trust. I have to do it fast, and I have to do it well. I’ve led teams across continents and managed major resources, often in unpredictable situations. And through all of it, I’ve learned that trust isn’t something you wait for—it’s something you build. Here’s what actually works: 1. Clarity over comfort. People can handle tough situations, but they can’t handle confusion. Be direct. Be honest. 2. Consistency is everything. Show up the same way every day. If people know what to expect from you, they’ll trust you. 3. Give people ownership. Trust isn’t a one-way street. Let your team own their work, and they’ll meet you at the table. 4. Listen more than you speak. The best leaders know that trust starts with understanding. I’ve had to build trust in rooms where I was a total outsider. I’ve had to do it during crisis moments when no one knew what was next. And I’ve had to do it with teams that only had a few months together before moving on. It’s a skill I’ve had to master—and one that makes all the difference.

When I started building Nerdio, my biggest decisions weren’t about technology stacks or feature roadmaps. They were about trust. Even before flexible work became a necessity, we made it a core value. We trusted our people to work wherever, whenever—as long as they were crystal clear on our mission and on what outcomes truly mattered. Instead of the typical top-down policies, we fostered real autonomy and ownership. Our culture started feeling less like a hierarchy and more like a partnership. But here’s the unexpected part: That trust didn’t stay inside the company. It overflowed into our relationships with customers. When our team feels empowered and heard, they show up for customers with more energy and urgency. And when customers know we’re not just listening—but acting on their feedback—the trust goes both ways. We gain even more insight into which problems are urgent and which solutions will really move the needle. This trust, internally and externally, drives a feedback loop you can see every day: in how we build, how we support, and how we automate the messy parts of Microsoft cloud management for IT teams who are stretched thin. For our customers—MSPs and enterprise IT leaders who juggle unpredictable environments—how we treat our team is directly reflected in the experience we deliver. If I could give my younger self one lesson, it would be that: Treat your team as trusted partners. The experience they have internally is the one your customers will feel externally.

In my experience, trust isn’t just given, it’s earned through consistent, intentional actions. Trust is the bedrock of any high-performing team, and without it, collaboration and innovation suffer. Here are some key behaviors that build trust in action: 📣 Deliver on Promises: Always follow through on your commitments. Reliability and consistency in meeting deadlines and fulfilling obligations show your team they can count on you. 📣 Communicate Transparently: Open and honest communication fosters trust. Share information freely, admit mistakes, and keep your team informed about changes and decisions. 📣 Show Empathy: Understand and respect your colleagues' perspectives and emotions. Being genuinely empathetic and supportive strengthens relationships and builds trust. 📣 Give Credit Where It’s Due: Recognize and celebrate the contributions and achievements of others. Acknowledging the hard work and successes of your team members builds a culture of trust and mutual respect. 📣 Be Authentic: Be yourself and show vulnerability. Authenticity helps others see you as trustworthy and relatable, fostering deeper connections. 📣 Listen Actively: Truly listen to what others have to say without interrupting or judging. Active listening demonstrates respect and shows that you value their input. 📣 Maintain Integrity: Always act ethically and stand by your principles, even when it’s difficult. Integrity is a cornerstone of trust. What behaviors have you found most effective in building trust within your team? Share your experiences and insights below! ---------- Hey, I'm Kevin, I am the founder of KEVRA: The Culture Company and provide daily posts and insights to help transform organizational culture and leadership. ➡️ Follow for more ♻️ Repost to share with others (or save for later) 🔗 Visit kevraconsulting.com to learn more

𝐓𝐡𝐞 𝐦𝐨𝐬𝐭 𝐩𝐨𝐰𝐞𝐫𝐟𝐮𝐥 𝐭𝐡𝐢𝐧𝐠 𝐚 𝐭𝐞𝐚𝐦 𝐜𝐚𝐧 𝐠𝐢𝐯𝐞 𝐲𝐨𝐮 𝐢𝐬𝐧’𝐭 𝐚𝐩𝐩𝐫𝐨𝐯𝐚𝐥; 𝐢𝐭’𝐬 𝐡𝐨𝐧𝐞𝐬𝐭𝐲. If your team doesn’t trust you, they won’t tell you the truth. And if they don’t tell you the truth, you can’t lead. Building trust isn’t a soft skill. It’s a strategy, one that directly impacts communication, accountability, and performance. When I’ve led high-performing teams, trust wasn’t something we hoped for. It was something we built deliberately. Here’s how I do it: 🔹 I invite disagreement. If my team feels like they can’t challenge my thinking, we’re not innovating—we’re just complying. 🔹 I own my mistakes. The fastest way to build psychological safety is to model humility. If I get it wrong, I say so. That gives others permission to do the same. 🔹 I follow through. Trust erodes quickly when leaders don’t do what they say. Small follow-ups build big credibility. 🔹 I advocate for my team behind closed doors. Even when no one sees it, I make sure they know I’ve got their back. That kind of support builds loyalty you can’t fake. 🔹 I show my struggles. When something’s tough, I say so. When I’m overwhelmed, I share it. Vulnerability isn’t weakness; it’s connection. When my team sees that I struggle too, it opens the door for honest, human conversations that lead to real support and solutions. When a team trusts you, they’ll bring issues forward before they explode. They’ll collaborate more, support each other better, and take more ownership because they know the foundation is solid. Trust isn’t optional—it’s operational. And it’s foundational to the way I work now as a fractional leader and consultant. To make an impact, I need the truth from teams, from stakeholders, from data. That only comes when trust is built quickly, deeply, and intentionally. If you're struggling to get your contracts in order, or your procurement is out of control, I'm here to help you get your team aligned and your processes in place so you are effective and efficient. Reach out if you need help. Follow me if you want to see more tips. #Leadership #TeamDevelopment #PsychologicalSafety #Trust #EmpatheticLeadership #OperationalExcellence #VulnerabilityInLeadership #FractionalLeadership #Consulting