In this unit, we determined three important skill sets that effective Customer Service Workers should have. As a manager, I would be looking for candidates with strong communication, problem-solving, and customer service skills. The ability to listen fully with the intent to understand and communicate ideas effectively are paramount to the success of the employee and the business as a whole.
This unit described the three elements included in the highest level of customer service: listening, empathizing, and taking charge. When interviewing employees, I would search for candidates who possessed the emotional intelligence and compassion to empathize with customers rather than simply sympathizing with their pain. I would also look for self-starters, individuals with a strong work ethic, and those that can behave consistently and responsibly. These factors determine the prospective employee’s abilities to operate at the highest level of customer service in a normal, day-to-day business setting.
The difficult reality is that customers are likely to judge an entire company or brand based on their experience with one employee. Once the shopper is in the store, all the money spent on marketing, product development, and management comes down to how happy the customers are with the service they receive. The attitude of the customer service worker (CSW) is what counts above all else. When considering these factors, it seems natural to value candidates with a high degree of professionalism, a positive workplace attitude, and commitment to the mission and values of the organization.
It would be vital that each of my employees spend their work day looking for opportunities to help, respect their customers, and treat their customers as valued partners in the company’s success.
The ability to assume ownership is vital to the success of a CSW who is dealing with an unhappy customer. When customers are unhappy, they want to feel heard and acknowledged. It is important in these resolutions to assume ownership of the problem, empathize, become the customer’s advocate, and champion the cause for correcting the initial mistake. A Customer Service Worker must be mature and disciplined enough to assume ownership and initiate problem solving with a dissatisfied customer.
If the customer is unhappy, it is crucial that the CSW maintains professionalism and adheres to the standards and values of the company inside that interaction, even if the interaction itself is difficult or uncomfortable. Again, professional behavior requires maturity and compassion.
If these strengths and attributes are built into the fabric of my team, the success of our business is ensured. The business will thrive as long as the employees can meet customer needs and bring about satisfaction.