Two Perspectives – One Common Goal: Excellent Customer Care
“I have always believed that the way you treat your employees is the way they will treat your customers and that people flourish when they are praised.”
Richard Branson, the fifth richest person in the United Kingdom and founder of the Virgin Group, which has more than 400 companies under its umbrella including a music record and a line of hotels, affirms that how employees are treated has a direct impact on customer service. This treatment represents the management or culture of a company. The way the business owner or the managers perceive the importance of the employee’s wellbeing ultimately translates into how employees behave with clients. We will call this “the indirect process of customer service on employment,” and it strictly refers to the measures and policies that companies create for their employees to improve client service.
In the indirect process, companies should train and assist employees in understanding client service. The training includes clear requirements for personal skills, also known as customer care skills. Customer care skills should be required by any company to make sure the employee knows how to behave in front of a client. Below, you will find a list of common yet highly important customer care skills that each employee ought to possess.
THE 8 ESSENTIAL CUSTOMER CARE SKILLS
1. Flexible Comprehension
Comprehension is mostly understood as empathy. The employee should be able to understand the buyer’s issues. As a result, the employee will be able to provide more efficient solutions since he can place himself in the shoes of the client.
“If this happened to me, what would be the best outcome for me?”
When the employee asks this question, he empathizes with the customer and can find better solutions. Even though empathy is a personality trait and some people might not possess it naturally, it can be developed with the right training and support provided by the company. Empathy should be owned as a customer care skill by all levels of employment, be it management or front office representatives.
2. Proactive Listening
Being able to listen carefully is critical to fully understand the buyer’s problem and the gravity of the situation. However, just listening is not enough. While the employee listens to the problem, he has to be able to identify the core issue and the customer’s expectations. Moreover, he has to correctly determine when to stop listening and start talking with the client.
“What does the customer want to say?”
This question is a guideline for better listening. When offering communication skills training, companies should focus on teaching employees how to listen efficiently. Listening efficiently means looking for clues about the mood and expectations of the customer.
3. Clear Communication
Employees are must be able to form clear and precise messages. It’s important to know how to clearly express something to reduce conflict situations. On the other hand, if an employee is already in the middle of a conflict, clearly stating the message avoids confusion and further unpleasant situations.