Listening to customers makes them feel valued and appreciated. Benefits and drawbacks of providing good customer service The simple act of picking up your phone when it rings is great for business. Most businesses dont operate 24/7. By arming yourself with the knowledge and tools to be more visible, accessible and approachable to your colleagues, youll soon reap the tangible rewards in morale, productivity and wellbeing. C. It involves letting employees know precisely what is expected of them. For more information, please dont hesitate to call us at 1-888-MELOTEL. A business that gives quality customer service is likely to create an edge over its competitors, notes Advanced Team Concepts. The Importance of Interpersonal Skills in the Workplace - CareerAddict These customer service representatives know they can't control a difficult customer's attitude. Youll stop putting off whatever you need to do to set yourself up for future success. Maintaining a positive attitude can help keep the customer in good spirits and make their experience an enjoyable one. Crucially, visible leaders emit a strong narrative for the business while appreciating that communication is a two-way street and recognising the value in engaging with every employee to gain a deeper knowledge of how to steer success. Clear communication skills. PDF LEVEL 2 CUSTOMER SERVICE - Edexcel Create fans, not customers. Give them what they want and a little more. Sam Walton. American Management Association is a world leader in professional development, advancing the skills of individuals to drive business success. Challenges wont seem all that challenging when youve built up a tolerance for accommodating changing circumstances. This simple exercise can be used anytime, anywhere. There is only one boss. The stigma of mental illness is a societal challenge and it will inevitably take generations for any significant impact to be felt. Customer satisfaction - happy customers will recommend the business to others through word of mouth. Better mental health means less absenteeism and . Our previous research found that inclusive leaders share a cluster of six signature traits: Visible commitment: They articulate authentic commitment to diversity, challenge the status quo, hold . Say hello to people - greet people appropriately, gain eye contact and smile naturally, shake hands or hug where appropriate but say hello, especially to colleagues and other people you see every day. Challenge your brain to come up with innovative solutions to seemingly insurmountable problems. Changes in the workplace are inevitable. On a personal level, being approachable and developing a level of trust with your employee will give you successful Manager skills. Because establishing rapport and empathy is an important part of how your customer evaluates their experience, and therefore their propensity to repeat it (or advocate on your behalf), it can give you the basis of measurement - what the customer goes on to do in the short or long-term. Why Is Effective and Efficient Customer Service Important? - Reference.com Effective and efficient customer service is important because it promotes loyalty, provides accurate information, builds reputation and attracts new customers. With this feature, youll be able to receive calls to any device of your choice whether its a VoIP phone, softphone or smartphone. This ultimately benefits the organization as a whole. You can even ask your customers directly for feedback to gain insights from the average customer. You begin seeing the opportunities and silver linings in difficult situations instead of the burdens and problems. It is therefore important to make sure that your employees clearly know what is expected of them by keeping them regularly updated on the companys brand values. People respond well if they are approached in a pleasant way, and it can help create a positive buzz amongst other customers too. Do you give up, resigning yourself to unemployment? Both positive and negative feedback is really important as it tells you exactly what youre doing well and where you can improve from the only perspective that matters, your customers. Its extremely helpful if you have a positive attitude and are approachable to customers you will come in contact with. Notify me of follow-up comments by email. Eye contact makes friendly situations more friendly and hostile situations more hostile. People buy people first. Exceed your customers expectations. If you are working in a leadership role, being approachable is even more essential. You have to be able to understand what happiness means to the customer in order to build a positive relationship with them and provide effective customer care. I have worn a name tag every day for long enough to be the world's record holdermore than 3,000 days in a row. Strengthening your EI can improve life satisfaction and career success. I guarantee itll make for a much better semester for everyone. Curiosity is a natural motivator of human engagement. By delving into such a broad scope of the customer service function, you will be brought up to speed and develop high standards in all areas. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton. It has also has shown to increase an individual's opportunities no matter what their circumstance. One of the main principles behind it is that individuals with an upbeat mental attitude attractpositive change. It will involve a customer service representative providing positive emotions including happiness as well as gratitude and more. Customers prefer to work and buy from a company with positive people. Show confidence in decisions instead of worrying about the outcomes. SERVQUAL - Why and How You Should Measure the Quality of - CommBox Being adaptable means being resilient, and resilience will get you far in life. Or would people stare at you with confused looks on their faces, ridiculing you and assuming you were a complete idiot? Establish core values. Awareness (of yourself and others) Caring about other people. 4 Reasons Why Being Available To Your Customers Is So Important If you want to be in the right place at the right time, you need to be in a lot of places. Pleasing personality: A good receptionist requires having a pleasing personality who is easily approachable. Typically my students will submit late work or send short, defensive emails when theyre having family issues at home, or when theyve taken on too much (there are plenty of students returning to school after a number of years who are working full time, have a family, and are also trying to get their degree) and are stressed out as a result (dont take it too personally if they direct it at you- thats something Im still trying to get better at!). Incredible customer service is what makes your business unique and it's the reason why members remain loyal to your brand. In short, life is easier and more fun when we are welcoming and approachable. Another commonly used self-service method is an interactive voice response (IVR) system. How can you make SEO work for your small business? We help organizations connect with all customers and, in turn, make customers feel included and valued. Finally, you should make sure that your employees know what it means to provide top quality customer service. Al Davidson foundedStrategic Sales & Marketing, Inc.(SSM), where he helps deliver B2B lead generation services and appointment setting solutions for clients around the world. Stonebridge Associated Colleges is a leading distance learning UK provider, delivering long-distance learning courses that can help you meet and exceed the expectations of your customers at every opportunity. Required fields are marked *. Remember: People don't buy from, trust, or have loyalty to companies, but rather, to people. What Makes A Good Personal Trainer? 12 Top Traits (OriGym) Self-care can even improve productivity, so being mindful of your well-being can help you professionally, not just personally. This is a way for individuals to embrace the power associated with positive thinking to achieve success. Never forget that you have many competitors out there. They will have better health and may be able to avoid harmful health conditions and more. Businesses that view their corporate responsibility in the context of accessibility may be better able to attract top talent and drive innovative results, as well as improve their corporate reputation. Sometimes we like to control every situation, but setting your ego aside allows you to welcome other outcomes possibly better ones. Instead, you adjust your thoughts and expectations to suit your new reality rather than dwelling on what could have been. The key to achieving this is successful employee engagement. Consider whether you could create a live chat or chatbot solution to offer a more useful real-time communication alternative to phone calls. The Customer Need for Compliance: Efforts made towards diversity and equality can often end up being forgotten by the employers, something that impacts their customers too. Having an open mind is essential in business, where circumstances change daily. Don't be stopped by not knowing how. Giving your leadership team the autonomy torecognise and reward employees is an integral part of being a visible leader. Positive Company Culture: Benefits and 11 Ways To Build One Here is how: Contact and service centers are widely facing the same problem: massive staff shortages and high employee turnover. 7. This will lead to an emotional connection that can last, provide the customer with a positive experience, and motivate them to buy more of the company's products or services. Companies would do well to remind themselves that people with disabilities are also customers who consume their goods and services as well as human resources with skills their business might require and value. If you can tell yourself that you have the skills and ability to change yourself, even if you cant change the situation, youll find contentment regardless of your circumstances. being helped to identify and achieve career goals. Here are some other important facts to consider about the importance of focusing on customer service: It costs 5 to 6 times more to attract a new customer than to keep an existing one. They provide a positive customer experience by routinely 'walking the gym floor' to engage and build rapport with clients and to support safe and effective exercise technique. Approachability is a skill you can develop if you are aware of how your words, actions and body language make people feel. Sure, shtick might get you in the door; but in marketing, that doesn't guarantee you'll stay in the room. Our distance learning courses can also help you gain these skills at home, whenever suits, so you dont have to take time out of your current job to study. First impressions can mean a lot. It can be difficult to see the red flags when I dont have the opportunity to spend time with them face-to-face, but I try to create a very approachable and supportive online classroom environment so that my students feel comfortable coming to me when they feel overwhelmed (and Im always encouraging them to come to me with questions and concerns). Promoting and supporting accessibility in the work environment does not only require investment in technology and processes but also presupposes a real behavior change. Being approachable opens doors. Visible leaders possess a clear, unwavering vision for the future of the business. This is also known as a positive mental attitude. 11 Skills Required to Become a Personal Trainer | OriGym Think of a complaint for what it is, an opportunity to get valuable feedback from your customers. 4. This is a BETA experience. Feedback is one of the best tools you have when you want to know what makes your customers tick. To get those recommendations, you need to offer great customer support and resolve every query with patience and understanding. One of the biggest turn offs for customers is feeling as though they are being ignored when they offer sound advice, but it can also make a customer feel very valuable when their ideas are taken on and implemented. In fact, it happens when managers and directors are accessible, approachable and relatable. If you can pivot quickly and get the rest of your team on board, you can mitigate the potential negative effects of whatever the change is. Being friendly and approachable is particularly important when it comes to working with clients with special requirements or disabilities. Being a visible leader is about so much more than simply being seen. Remember: If they can't come up to you; how will they ever get behind you? Be un-confusable. (G. P. Putnams Sons, 1998), Spencer Johnson asks this all-important question: What would you do if you were not afraid? Regardless of setting, customer-facing employees have the ability to provide stellar customer service; they just have to put themselves in a position to shine. Crucially, dont simply transmit: effective communications are interactive and collaborative. Focus (first) on the what, and the how will eventually appear. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data. Why 2023 Gold House A100 List Has Starbucks CEO But No Michelle Yeoh, Parent PowerED: Parents Powering Solutions In Education, Conversations Across Generations: Shawn Dove And Peter Storey, Empowering Young Adults Through Tech With Sandee Kastrul Of i.c. August 19, 2020 - 186 likes, 5 comments - Kris Lindahl (@krislindahl) on Instagram: "Being approachable is SO important in many aspects of life, including business. If youre keen to meet face-to-face in a factory or warehouse but need to be mindful of social distancing, use headsets and microphones. Its an invitation that tells people, Approach me, introduce yourself. All Rights Reserved. In all honesty, sometimes I never hear from them again, but just as often (even if it takes a few unanswered emails), theyll respond with an explanation of what theyve been going through and its very rewarding to see them persevere through the rest of the semester. 4. Being an approachable person comes with its own benefits: people are more likely to feel more at ease around you, be honest with you and speak up when they have a query - three aspects that can go a long way in increasing productivity. For example: Be the origin, not the echo. Sign up for our newsletter and you'll be among the first to know about it! The ability to be approachable and communicate effectively will separate a coach, or any other professional, more-so than any other set of skills. Overall, you will explore the underlying principles of business, and learn how to deliver customer service effectively across numerous sectors. Save my name, email, and website in this browser for the next time I comment. Another essential skill for Cabin Crew is communication skills. August 21, 2015, Examples of great loyalty programs and why they were successful In his book Who Moved My Cheese? Individuals who perform their job duties through positive reinforcement are helping their career. Why It's Important to be Approachable, Available, and Empathetic When A smile is the best thing a person can wear. People respond well if they are approached in a pleasant way, and it can help create a positive buzz amongst other customers too. When you anticipate changes and adjust your attitude and expectations accordingly, changes dont need to disorient you. The opposite is also true. 4. For example, some customers might prefer self-service options that dont require communication with your representatives. document.getElementById( "ak_js" ).setAttribute( "value", ( new Date() ).getTime() ); There's a whole lot happening at Stonebridge and in the world of learning. Move forward as a more humble leader. Nurturing adaptability can help you stabilize emotional intelligence (EI) competencies, such as positivity and self-control. At my company, we intentionally design customer engagement solutions to include everyone both those living with a disability and without. Being adaptable when faced with change has advantages personally and professionally. However, organizations that make accessibility a business imperative can make their brand more approachable for everyone, not just people with disabilities. Being a great communicator can help show customers the value of your products and services. I once had a personal experience of this when I was browsing telescopes out of pure curiosity as I waited for a friend. One of the major importance of being available for your customers is that it offers the business a good representation. This will lead to an emotional connection that can last, provide the customer with a positive experience, and motivate them to buy more of the company's products or services. One of the mostimportant skillsa customer service representative can develop is problem-solving. If you know the customer, you can use something more personal than hello, such as their first name, if you know it. With the help of VoIP technology, this is possible whether you are in the office or not! If you are looking for a course that teaches you how to advance your skills in all the facets of the customer service function, you should consider completing this online NCFE CACHE Level 3 certificate. Benefits of being a supportive colleague (With examples) A Simple Smile Could be Key to Your "Approachability". Why football coaches should be role models to their players You can batch this task to do all the clients for the day the morning before . Commitment In the office and at work events, it can help you communicate, collaborate and network more effectively. Post on your blog everyday, because writing is the basis of all wealth. The customer care course outline consists of three separate units, including why your firm needs customer care, customer care on the telephone, and reception skills. It might be a good idea to role-play with your employees or send in a test customer. Interpersonal skills: definition and examples | Indeed.com UK It's Melbourne, Victoria 1998. Being approachable, specially at work, is the key to building strong Quality customer service ensures that clients are given . When people work in customer service, they can benefit significantly from developing and keeping a positive attitude. Studying the psychology of organizational change can help you be a better leader in the workplace. Here are some dos and donts to help get you there. It can help their mood and energy. As a leader, there may be many things you must attend to. Resilience in the Workplace | Why is it Important? 4 evaluation essentials for personalising service, eGain Knowledge Hub to power member engagement. With many daily challenges in our lives outside of work, having a friendly face . The answer is, yes: All the above and more. Being friendly and polite to all customers is a great way to make people feel welcome as soon as they walk in the door. How to be a good manager: The complete guide - Give A Grad A Go Understanding and empathizing with what students are going through, and keeping tabs on them, definitely increases their chances of success in the class when they may otherwise lose hope and mentally check out. People need to see the whites of their leaders eyes and know they can trust them on a personal level if theyre going to represent the business and perform at peak potential. Respect at work is a vital part of establishing a healthy working environment. We are all taught from a very young age that we should learn to be friendly, be a good listener and be open to other people. Members of a team will notice attitudes and be attuned to the performance of their team. For those of you getting back into the swing of things this spring, remember that some of your students may need little extra empathy and kindness, so be mindful when interacting with them. In our last blog, we highlighted the many benefits of using MeloTels cloud-hosted Commercial Phone Services. The first step in exceeding your customers expectations is to know those expectations.Roy H. Williams. By leveraging adaptability, you can face any problematic changes that come your way with grace, determination and rationality. They foster effective communication. NCFE Level 3 Certificate in Principles of Customer Service. According to the World Health Organization, approximately 15% of the worlds population experiences some form of disability. In fact, in business, your "approachability" can mean everything. You may opt-out by. Take time to master the most important customer . While dealing with the practical implications of whatever the change is, make sure youre still attending to your personal needs. , I believe Ive gotten pretty good at noticing the warning signs when certain students are overwhelmed by school and/or life by communicating with them via email. What Effect does Equality and Diversity have on Customers - DeltaNet The Benefits Of Accessible Customer Service To Customers - Forbes The type of clothes you wear, whether your hair is clean and tidy, clean shoes etc. If customers can reach you easily and have their needs attended to and when due, that will help give the company a good representation as to the brand's mission and value become preserved through good customer service. Interpersonal skills mean the ability to communicate and build relationships with others. Accepting outcomes beyond your control can help you adapt quickly to unforeseen circumstances. Being friendly allows for face-to-face collaboration which allows employees to flourish from each other and share their ideas and experiences. How do they like to receive feedback? You should also train your service representatives to ensure they have adequate knowledge about accessibility and appropriate behavior.