Every customer service encounter has the potential to gain repeat business or drive it away.
Skills can be learned by employees willing to put forth the effort, but our personalities and core behaviors are difficult to change. That’s why we encourage our clients to carefully consider how well their employees’ core behaviors fit with the actual job he or she will be performing.
We have a process specific for addressing the customer facing employee, allowing us to:
Identify those who excel in their role and then use assessments to find out what makes them successful.
Create a model against which you can match potential employees interested in the same job.
Gain insight as to where employees may be at risk.
Offer specific coaching tips and development suggestions.
An employee who trusts her employer will work out a solution that is amenable to all parties involved, rather than try to justify herself to the customer.
Tactful employees don’t offend customers and are able to be discreet, diplomatic, and restrained.
An employee with high levels of empathy will understand the customer’s feelings and will make the customer feel like his concerns are valid.
The optimal degree of conformity for your customer-facing people really depends on your business. The key is to understand your customers’ objectives and expectations, and then align your people with your customers.
Highly focused employees will stay on task regardless of distractions, and will be attentive to customer’s needs.
Highly flexible people tend to explore new approaches to doing things, and they are often described as adaptable, accepting, and open-minded.
In both good times and bad the lifetime value of a customer can be exponentially greater than the value of a series of single transactions from one-time customers.
Learn how assessments can help you execute your Strategic Plan and how to choose a consultant.
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