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

Employee’s Core Skills

1. Communication

Gaining persuasive communication skills is a must for all employees. Part of the job is communicating with colleagues and customers, so they need to know how to do that properly. Employees are a complex network of peers that collaborate, so the information transmitted between them needs to be accurate and in real time.

As for communicating with the clients, an employee can deliver excellent customer service only if he or she masters the art of conversation; this means knowing when to insist on an idea and when to just listen to the customer. Just as discussed regarding managers, employees should receive communication training that involves nonverbal language, as well. Proper communication keeps conflict away and increases the speed and quality of tasks.

2. Flexibility

This is one of the greatest traits an employee can possess. Flexibility helps the employee adapt to new situations and solve unexpected issues. Plus, nearly every workplace requires both independent work and teamwork, so a trained employee will be able to work efficiently with other colleagues as well as alone. Flexibility is also needed when it comes to changes in the company’s structure such as new employees, new location or new management.

3. Expertise

Specialization is very important to the quality of service. We’ve seen in the first chapters that customers require specialized solutions to their problems, so employees have to be prepared. Every employee has a list of duties and responsibilities, but the most significant duty is to know what you are doing. While expertise is gained through special training provided by the company, the employee can also expand his or her knowledge by getting more involved in the company’s processes and learning new things.

Consumers nowadays have high expectations when it comes to interacting with employees. They expect to be treated with a friendly attitude (hence the importance of communication skills). Customers’ tastes change drastically and quite fast, so only through flexibility can the employee intuit the change and be one step ahead of the consumer. Finally, most negative reviews are due to a company’s failure to solve customer complaints. A specialized employee can save the company the loss of some clients.

Just as managers and employees maintain the high quality of the company’s human resource department, company owners have to create and maintain a business culture focused on the client. The last and most important priority in customer care is building a culture of excellent customer service inside the company, through all employee levels.