6. Increased Flexibility
When companies provide solution-focused training, most employees develop increased flexibility. This means that they are capable of adapting to unique situations created by the customers. Since each client, as we saw in the previous chapters, is a unique consumer with particular needs, an employee should be flexible in his thinking to quickly adapt to new customers’ behavior.
“If this is not working, what should I do next?”
The question above signals the need for adapting to new situations. It also shows a progressive attitude. This is the right attitude that employees need to be one step ahead of the customer. Clients change their behaviors rapidly and unexpectedly, so companies must train their employees to have flexible thinking.
7. Body Language
Just like the clear communication skill, body language is a direct transmitter of feeling, mood, and openness. Since this is basic psychology, most employees should have no problem in developing the right type of gestures or body positions to convey positive feelings of trust, willingness, and attentiveness to customers.
Psychologists explain that a person sitting with crossed arms shows reluctance, anxiety or discomfort. A customer won’t be pleased to communicate with a person showing reluctance. At the same time, a person whose body language is too relaxed might come across as ignorant and not necessarily confident. An open chest, straight back and hands placed next to the body usually show signs of confidence and openness. It also conveys relaxation, but a positive relaxation that exudes stability and security.
“How should I behave to avoid conflict?”
Companies that offer excellent customer service include basic psychological tips in personnel training, such as proper body language. The employee should be careful of how he behaves to transmit positive feelings to the client.
8. Organizational Skills
Just as with the positive conduct skills, each employee regardless of position should be able to efficiently coordinate his work tasks. All employees should be aware of time management, risk management, and task management. Knowing how to divide time according to each task, including relaxing breaks, enhances overall work performance. All tasks should be finished on or ahead of time, which eliminates the stress of deadlines. Risk management helps employees predict errors and effectively solve them. Task management ensures that tasks are delivered satisfactorily and in due time.
“How can I work more efficiently?”
Even though companies should provide basic organizational skills training, it is on the responsibility of each employee to know the amount of energy required for a task, what stresses them out and how to handle each new situation. We will talk more about personal motivators when we discuss the employee’s perspective on customer service. Still, companies have to provide basic training on general time and risk management to each employee.
These eight main customer care skills refer to the competencies that can be developed in training courses provided by companies. They are not necessarily core skills that depend on the employee’s capacity or personality; rather, all of the above skills can be developed in all employees with the right training provided by their company.