10 tips for building a strong customer service team ready for 2027

Excellent customer service can make the difference between a satisfied customer and one who takes their business elsewhere. Expectations are high: customers want to receive prompt support, choose their preferred communication channel and enjoy a personalised experience.

At the same time, customer service is evolving rapidly with the rise of AI, automation and new digital tools. As a result, employees need to be not only customer-focused, but also digitally confident and adaptable.

So how do you build a customer service team that meets these expectations? These ten tips will help you lay the foundations for success in 2027.

1. Define what good customer service means

A strong team starts with a clear vision. What does excellent customer service mean for your organisation? Define the level of service you want to deliver and translate it into measurable objectives, such as customer satisfaction, response times and the ability to resolve issues effectively. This ensures everyone understands what is expected of them.

2. Choose the right communication channels

Customers want to choose how they get in touch: by phone, email, WhatsApp, live chat or social media. Select channels that suit your target audience and ensure a seamless omnichannel experience. Customers should not have to repeat themselves every time they switch channels. This requires well-integrated systems and a team that shares information effectively.

3. Use scripts as a guide

Clear procedures and a central information resource help employees answer frequently asked questions efficiently. AI tools can also provide relevant information and guidance. However, give employees enough freedom to adapt their responses to the customer and the situation. The best guidelines provide structure without taking away the authenticity of a conversation.

4. Give employees ownership

Customers want a solution quickly, not to be kept waiting while an employee seeks approval from their manager. Give your team members the authority and autonomy they need to resolve issues independently. This not only improves efficiency but also increases employee engagement.

5. Combine technology with a personal touch

Chatbots and AI can handle straightforward queries and repetitive tasks, giving employees more time to focus on complex enquiries and personal interactions. However, make sure customers can easily speak to a human adviser whenever their situation requires it. Technology should never make personal contact unnecessarily difficult.

6. Recruit for the right skills

A CV does not always tell the whole story. Experience in customer service is an advantage, but it should not be the only selection criterion. Look for qualities such as empathy, active listening, resilience and problem-solving skills. Digital skills are also becoming increasingly important. Customer service professionals need to be confident using different communication channels, CRM systems and AI-powered tools.

Clarissa Pryce, Manager at recruitment specialist Robert Walters, says:

"The ideal customer service professional is not necessarily the person with the most experience. If you want to deliver an excellent customer experience, you need people who listen well, think on their feet and are genuinely motivated to help customers. Technical skills are undoubtedly important, but soft skills such as patience and commercial awareness are equally essential. It is the combination of these qualities that makes a candidate stand out in a modern customer service role."

7. Encourage open communication

Customers expect to receive consistent and accurate information, regardless of whom they speak to. Ensure effective internal knowledge-sharing, use a shared CRM system and establish clear processes for following up on customer enquiries. Encourage collaboration between customer service and other departments, such as sales, marketing and logistics. After all, many customer queries cannot be resolved by the customer service team alone.

8. Focus on speed and effectiveness

Responding quickly is important, but resolving an issue effectively is even more so. Measure not only response times, but also resolution times and the percentage of enquiries resolved at the first point of contact. Technology can help improve both, while giving employees more time to focus on complex cases.

9. Be transparent

Only make promises you can realistically keep. Communicate honestly about delays, problems and potential solutions. Set clear expectations about follow-up actions and make sure you deliver on them. Be transparent when customers are interacting with an automated assistant and ensure they know how to reach a human adviser. Honest communication helps prevent frustration and builds trust.

10. Invest in your employees

A strong customer service team starts with motivated employees. Recognise good performance and provide opportunities for training and development. New technologies and changing customer expectations mean employees need to keep developing their knowledge and skills.

It is equally important to pay attention to workload and wellbeing. Customer service professionals regularly deal with complaints, demanding workloads and frustrated or impatient customers. Make sure they have the support they need and opportunities to discuss challenging situations.

"Building a strong customer service team is not just about recruiting the right people, but also about supporting them and helping them grow," Clarissa knows.

The right people make all the difference

AI and automation are transforming the way customer service teams operate, but human skills remain essential. A strong team combines digital expertise with empathy, communication skills and the ability to solve problems effectively.

"For employers, this means recruitment strategies must evolve too. Look beyond relevant work experience and qualifications. Identify the skills and qualities your customer service team needs, both today and in the future," Clarissa concludes.

More information

If you're looking to grow your customer service team, feel free to contact one of our offices, or book an exploratory meeting with our consultants.