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Customer Experience, Customer Service, Thought Leadership

Customer Care Skills: The Most Important Skill Is Attitude

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When it comes to customer care skills, your business should be focused on one thing – people. Whether you refer to them as clients, customers or employees, their loyalty is the key to your success. Increasing customer care skills is a smart and nec­es­sary way to increase prof­its. Not only that, happy employ­ees are long term employ­ees, and increasing employee retention will significantly lower your operating costs. Keep reading to learn how to hire, motivate and retain key customer care employees.

Customer Care Skills Fact 1: You never get a second chance to make a good first impression. When someone contacts your company for the first time – whether via telephone, Internet, or in person – remember just how important that first impression can be. Making that stranger feel wanted and appreciated can turn him or her into a lifetime advocate for your service or product offerings, whether he buys or not.  Richard Shapiro, The Welcomer Edge

Why Attitude Beats Aptitude

When it comes to customer care, attitude will always win over aptitude. When hiring new employees be sure to note a sunny disposition and a willingness to go the extra mile over someone with greater technical skills. It is much easier to increase the technical skills of an employee than modify undesirable behavior. Employees who excel at customer care have a natural desire to serve and express genuine empathy when conversing with upset customers.

Customer Care Fact: For every customer complaint, there are six other customers who have remained silent. Lee Resource Inc. 20 Customer Service Statistics for 2011

Positive Feedback Increases Employee Motivation

Positive feedback is one of the easiest and quickest ways to boost employee engagement and increase employee performance. Employ­ees who receive frequent feed­back from management feel they have more con­trol over their work which increases job sat­is­fac­tion. Customer care management that is skilled at employee coaching will see increases in not only employee satisfaction but also customer loyalty.

Customer Care Fact: Employee engagement is integral to customer satisfaction. A 2009 Gallup report looked at the impact of customer and employee engagement. Companies in the upper half of both customer and employee engagement get a 240% boost in bottom line results. Lisa Ford, Do Happy Employees Create Happy Customers?

Happy Employees Create Happy Customers

Increas­ing employee engagement is a smart and nec­es­sary way to increase prof­its. Not only that, happy employ­ees are long term employ­ees, and increasing employee retention will significantly lower your operating costs.

Providing outstanding service and support will add value to your product or service. Choose wisely when hiring front-line support employees and be sure to provide them with the tools they need to be successful. Remember, their job satisfaction goes hand in hand with your success.



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Rachel Miller

Rachel Miller

Rachel Miller has 10 years of e-commerce & e-marketing expe­ri­ence with a pas­sion for social media, most recently at Impact Learning Systems . A ded­i­cated cus­tomer ser­vice advo­cate, Rachel believes that every job is a cus­tomer ser­vice job....

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