Customer Care as Key Element of Business and Career Triumph
Where Success Begins
Atton Institute unique and highly useful book

6. Patience

Working directly with people is considered to be the hardest job in the world. Why? Because you need a lot of patience to listen, understand and solve their issues. Most customers don’t have a specific problem or demand; they just vent their dissatisfaction to the employee, and the employee needs to have the patience to deal with the unpleasant task.

Patience is also necessary when looking for solutions. It keeps the employee free from stress and anxiety, and a stress-free employee performs tasks better and finds effective solutions faster.

7. Assertiveness

Assertiveness is similar to confidence. Whether it’s confidence in the company’s products or confidence in his or her personality, the assertive employee can have a coherent dialogue with the customers. He or she can also deliver correct and clear information about the company’s products and avoid misunderstandings.

Assertiveness helps the employee to guide the client to a positive buying experience in a diplomatic way.

8. Objectivity

Unbiased reactions by employees create coherent, confident and fair customer service. Equality and objectivity are two principles that foster diplomatic and positive conversations between the employee and the client.

Objectivity also helps the employee not to take personally the unpleasant incidents at work and to avoid stressful experiences. Employees need objectivity to understand that the customer is not dissatisfied with the employee personally, but with the buying experience.

These are the eight main social customer care skills that employees are either born with or can develop on their own, without any training from the company. This set of social skills helps the employee perform well at work and develop a stress-free lifestyle. We call the above skills the social customer care skills because these competencies are extremely necessary for the interactions between the employee and the client. In an excellent client service system, the buyer receives a fair, diplomatic and positive attitude from the employee.

Customer care influences the personal development of employees because it acts as a mirror. “Mirroring” is a psychological concept that can be defined as follows: “the process of emulating, or copying exactly the behaviors, speech, and characteristics of another individual. Therapists can sometimes employ mirroring techniques to come across as empathizing with their patients.” This phenomenon happens in almost any social interaction. It is also extremely popular in employee-customer interactions. Simply put, mirroring shows the employee exactly what he is conveying to the client. When the client is relaxed, it means that the employee has a relaxed attitude; if the customer reacts violently, it means that the employee is encouraging or provoking a violent reaction.

When you look in a mirror, you see a reflection of yourself. You can also see how a gesture or a sign is interpreted by others. This is exactly what happens in an employee-customer interaction. Employees have the opportunity to observe their faults, become aware of negative gestures, and correct them. This mirroring effect is important in personal development as well because we can become more self-aware and have a chance to fix our faults.

While customer care has a great impact on the personal development of the employee due to this mirroring effect, it also influences the professional evolution of personnel.