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.
Rachel Miller is a Customer Service Professional at Impact Learning Systems, a leader in customer service skills training and consulting.
- Resolve a Customer’s Problem: The First (or Last) Step in the Customer Care Cycle
- Peggy Carlaw of Impact Learning: How to Coach a Positive Attitude
- The Virtuous Cycle of Customer Care [with Infographic]
- Workforce Skills of the Future: #1 – Time Management & Triage
- 7 Important Customer Service Trends