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Communicate clearly and frequently
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Set and manage expectations
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Share knowledge and feedback
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Respect and trust each other
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Resolve conflicts constructively
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Celebrate successes together
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Here’s what else to consider
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Collaborating effectively with other teams is essential for customer support professionals. It helps you provide better service, solve complex problems, and build trust and rapport with your colleagues. But how do you collaborate effectively with other teams? Here are some tips to help you.
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- Michelle T.
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- Jordan Suggs IT Project Manager, PMP
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1 Communicate clearly and frequently
Communication is the key to successful collaboration. You need to communicate clearly and frequently with other teams, especially when you need their help, input, or feedback. Use the appropriate channels and tools, such as email, chat, phone, or video calls, depending on the urgency and complexity of the situation. Be respectful, concise, and polite, and avoid jargon or slang. Follow up on your requests and confirm that you have received and understood the responses.
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- Michelle T.
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In my experience it important to make sure that you are not only communicating your ideas effectively to your team members, it is just as important to take the time to evaluate that you are comprehending what is required of you to help the team be successful. We often prioritize getting what we need understood but we don’t take the time to ensure we are understanding what is required of us in return.
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- Jordan Suggs IT Project Manager, PMP
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In my experience, it is important to also follow the “sunset rule.” Always respond to every email or request before the day is over, even if you don’t have a complete answer yet, but give an estimated date you plan to follow-up. This helps people see that they aren’t being ignored and sets expectations for a resolution.
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This is very important if you couldnt collabrate with other team you wouldnt be able to help the customers.This communication should be accurately recorded, fast and honest to find the solutions.
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2 Set and manage expectations
Another important aspect of collaboration is setting and managing expectations. You need to be clear about what you need, why you need it, and when you need it from other teams. You also need to understand what they need, why they need it, and when they need it from you. Establish realistic and mutually agreed-upon deadlines, deliverables, and responsibilities. Keep track of your progress and update other teams on any changes or delays.
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3 Share knowledge and feedback
Collaboration also involves sharing knowledge and feedback with other teams. You need to share relevant information, resources, and best practices that can help other teams perform better or solve issues faster. You also need to provide constructive and timely feedback on their work and performance, and acknowledge their contributions and achievements. Likewise, you need to be open to receiving and learning from their knowledge and feedback, and appreciate their support and recognition.
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4 Respect and trust each other
Respect and trust are essential for building and maintaining healthy relationships with other teams. You need to respect each other's expertise, opinions, and perspectives, even if they differ from yours. You need to trust each other's skills, intentions, and commitments, and avoid micromanaging or blaming each other. You also need to respect each other's time, workload, and priorities, and avoid interrupting or distracting each other unnecessarily.
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5 Resolve conflicts constructively
Conflicts are inevitable when collaborating with other teams, but they can be resolved constructively if handled properly. You need to address conflicts as soon as possible, before they escalate or affect your work quality or morale. You need to listen actively and empathetically to each other's concerns and perspectives, and avoid making assumptions or accusations. You need to focus on finding solutions and compromises that benefit both parties, and avoid taking sides or holding grudges.
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6 Celebrate successes together
Finally, collaboration also means celebrating successes together. You need to recognize and celebrate the achievements and milestones that you and other teams have accomplished through your collaboration. You need to express gratitude and appreciation for each other's efforts and contributions, and share positive feedback and testimonials. You also need to have fun and enjoy working together, and foster a culture of collaboration and camaraderie among your teams.
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7 Here’s what else to consider
This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?
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