How do they like to receive feedback? (G. P. Putnams Sons, 1998), Spencer Johnson asks this all-important question: What would you do if you were not afraid? If you want to gain a competitive edge on fellow job seekers while also securing marketable skills for the future, start practicing adaptability now. That will lead to those employees being motivated to come into work and give their 100%. This attitude needs to be changed by organisations being more proactive in their . In addition, studies show that supporting colleagues at work can lead to reduced chances of depression and high blood pressure. The importance of equality in the workplace and how to collaborate successfully with other departments will be emphasised. Once completed, this course will have equipped you with the techniques to offer positive customer care on behalf of any business. Diversify your daily experiences so you dont get stuck in a rut. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. Often called people skills, they tend to incorporate both your innate personality traits and how you've learned to handle certain social situations. The Veg Fest had food trucks, juice stands, an aquaponic farm exhibit, organic t-shirts for sale, and, Read More The Central Florida Veg Fest (and Great Public Speakers)Continue, Ive known quite a few people who briefly experienced the joy of getting a job that allowed them to work from home, only to resort back to the office or classroom a short while later out of frustration. A smile works much better than a grimace. being helped to identify and achieve career goals. When a new customer comes into your shop, acknowledging them with a smile and a hello can make them feel instantly at ease and welcome. With this feature, youll be able to receive calls to any device of your choice whether its a VoIP phone, softphone or smartphone. You also need to make your customers feel like any queries or problems they might have are valid and that you can solve them. Research suggests that people want to work for employers with good values and inclusive employment practices, and the overall image of an organization is an important factor in attracting and retaining both customers and employees. Someone adaptable is open to new ideas and doesnt need to do things a specific way just because thats how theyve always been done. When this is done daily over an extended period of time, it can create significant on-the-job stress. According to the World Health Organization, approximately 15% of the worlds population experiences some form of disability. Shirley Tan contributed to the writing and research in this article. Would people say hello? While the ego is not good or bad, it is naturally self-centered. I registered on or before 12 Dec 2018 9. Self-care can even improve productivity, so being mindful of your well-being can help you professionally, not just personally. In the U.S., it ranges from 30%-45% for call center agents, according to research from the Quality Assurance and Training Connection (via Inc.) considerably above the national average of 22% identified by Mercer in 2019. The obvious customer service skills include good verbal and written communication, but we have listed a number of other skills that are vital to the customer service function. 5. There are many reasons being available to your customers is so important. Its extremely helpful if you have a positive attitude and are approachable to customers you will come in contact with. An organizations ability to adapt can be considered a competitive advantage. Required fields are marked *. Making a customer feel comfortable in your shop is extremely important as this can be what separates you from your competitors. Being approachable is one of your greatest assets. However, it is important to deploy an IVR structure that allows for responses using a phone keypad in order to make sure the tool is accessible to all. The action you just performed triggered the security solution. Ask yourself some key questions such as, do I feel welcome? Unspoken Signals: Common Body Language Mistakes to Avoid in the Workplace, Part of the Job: 7 Skills All Entrepreneurs Must Master, Why Professional Growth Is Critical to a Successful Career: Talking Shop, Broken Pedestals: The Dark Sides of 7 Popular CEOs, Dose of Motivation: 52 Inspirational Quotes About Success by Influential CEOs, Work-Life Balance: How to Set Manageable Boundaries, The Best Employee Scheduling Software of 2023, Business Employee Benefits & Insurance Plans. 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 . When you greet people, keep a second of extra eye contact after you've shaken hands. Don't take it personally when a customer complains. Collaborating and working well together with others. 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. Comforting people when they need it. Importantly, how you view your employees defines your leadership style. Though to become a receptionist one needs certain skills and qualities, there are also several advantages of being a receptionist. As we emerge from the ravages of the pandemic and make tentative steps to move forward, we need strong, visible leadership to optimise our chances of achieving that with confidence and vision. 6. Nurturing adaptability can help you stabilize emotional intelligence (EI) competencies, such as positivity and self-control. A Simple Smile Could be Key to Your "Approachability". The stigma of mental illness is a societal challenge and it will inevitably take generations for any significant impact to be felt. When they are developing relationships with their service and product supplies, a person who smiles, is inviting, and is easy to talk to ranks high in the preferred qualities that customers list." Not to mention, it also helps you get more accomplished during your day (according to podcasters, authors, and famous entrepreneurs who, Read More How to Have a Simple, Yet Productive MorningContinue, Your email address will not be published. In his book Who Moved My Cheese? Shop Local, 80% of shoppers want to collect customer loyalty points on their phone, How to use and benefit from the data created from a digital loyalty program. This simple exercise can be used anytime, anywhere. increasing your confidence. "In an approachable culture, people can feel that it's about coaching and working together." - Lisa Beaty Mutual respect in the workplace lets all employees know that they are valued for their achievements, abilities and qualities. Sometimes we like to control every situation, but setting your ego aside allows you to welcome other outcomes possibly better ones. It might be a good idea to role-play with your employees or send in a test customer. This online customer care course content consists of units that cover the customer service environment, principles of business, problems or complaints resolution, customer retention and more. Julie has also written articles covering current business trends, compliance, and finance. To me, these made the communications friendly, disarming, and approachable. When I learn something for fun in my free time, I tend to skim through books, websites, online articles, watch some YouTube videos or TED talks on the topic, share what Im learning with friends, write down my thoughts and feelings about it, and take some sort of action to incorporate it into my daily, Read More How to Effectively Teach Students (Its Probably Not What You Think)Continue, During a group presentation my students gave the other morning, it occurred to me that life has so many simple pleasures to offer. Another essential skill for Cabin Crew is communication skills. Respect at work is a vital part of establishing a healthy working environment. 80% of shoppers want to collect customer loyalty points on their phone Heres the secret: Build a following. If youre not available when consumers need you, it can be bad for your business. Emergencies emerge. You can also do some field research in your competitors shops. Being a supportive colleague also affects the team's overall wellbeing, making you feel better about yourself and reducing stress levels. Great customer service encourages loyalty! Create fans, not customers. Customer service is a sales tool that can have a measurable impact on your revenue. When customers feel as though you are doing everything you can possibly do to enhance their experience they keep coming back again and again. Being friendly allows for face-to-face collaboration which allows employees to flourish from each other and share their ideas and experiences. The opposite is also true. When people work in customer service, they can benefit significantly from developing and keeping a positive attitude. People respond well if they are approached in a pleasant way, and it can help create a positive buzz amongst other customers too. August 21, 2015, Examples of great loyalty programs and why they were successful Here are four: As we just mentioned, garnering loyalty is a major benefit to being available when your customers need you. Forbes Communications Council is an invitation-only community for executives in successful public relations, media strategy, creative and advertising agencies. Relating to your employees on a human level is theonly way to understand them as people and recognise how to lead them effectively. Don't be stopped by not knowing how. Finally, you should make sure that your employees know what it means to provide top quality customer service. Note: No amount of pre-made scenarios will help you respond the best to every situation. Customers prefer to work and buy from a company with positive people. The sales assistant could have sparked an interest in me or gained a future customer, but instead, turned myself and all my interested friends and family away, and to his competitors. Leaders communicate well with those around them so that everyone knows what is going on and the goals of any . 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. Changes in the workplace are inevitable. This will make it easier for them to deal effectively with the many challenges associated with doing this type of work. Following the concept of Theory X and Theory Y by social psychologist Douglas McGregor, leaders adopt one of two assumptions about their teams. Offering a wide array of contact options is key for people to reach you and access your service. A customer service representative who presents themselves as calm and in control will experience a customer who will mirror this behavior. 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. A person in this position should make every effort to not fall into the trap of constant negativity. Customer efficiency directly correlates to satisfaction and advocacy, and is the most accurate indicator of future behavior. If you want to be approachable, the opportunities that come your way will dramatically increase. Helps you retain customers If a customer has a good experience with a company, they're more likely to return, and the more loyal customers you have, the more your company can grow to its full potential. It can be a challenge to spend the day dealing with negative feedback, customer complaints and more. People with high adaptability are often described as being flexible, team players or able to go with the flow. C Carter is a manager at Global Impact Solutions. Removing or lowering hurdles for people with disabilities in the labor market could result in benefits for both those with disabilities and their employers. In order to be able to provide an effective solution, make sure you ask the right kind of questions. As a leader at any level, approachability matters even more. Once a customer is aware of the positive attitude they are interacting with, it will help the customer feel better about resolving their issues with the company. Always. The Value of Being Approachable: Priceless. August 17, 2015, Loyalty Marketing Thats a lot of customers you could be losing before anyone even sets foot in the door. I believe prioritizing accessibility could open up new possibilities in personnel recruiting, improve customer loyalty and sharpen the corporate image in modern society. Isnt working from home supposed to be the goal in our modern lives? Youll never miss an important phone call ever again! Remember: "Luck" is a synonym for "working your butt off." Think of a complaint for what it is, an opportunity to get valuable feedback from your customers. Institute of Leadership & Management (ILM), Teaching English as a Foreign Language (TEFL), Hospitality, Catering and Event Management, All Veterinary Science and Animal Care Qualifications. Reaching your full potential as a leader isn't about reading the right leadership books or taking the best leadership seminar. Accidents happen. How well do your products work? American Management Association is a world leader in professional development, advancing the skills of individuals to drive business success. They have responsibility for health and safety and cleaning relevant to their role within the gym environment. Notify me of follow-up comments by email. One of the major importance of being available for your customers is that it offers the business a good representation. 4. Customers want substance. Do you consider yourself a visible leader? The customer. Once negative thoughts enter a customer service worker's mind, it will create negative feelings about their work, it can result in bad outcomes. Those who are adaptable are more willing to explore outside their comfort zones, take risks and embrace uncertainty with the understanding that transitions are a normal part of life. You don't just make good friends by being friendly, you can influence those you meet to be better people. Sign up for our newsletter and you'll be among the first to know about it! The first step in exceeding your customers expectations is to know those expectations.Roy H. Williams. [Read related article: Give Your Brain a Boost: 12 Books Guaranteed to Make You More Intelligent]. Overall, you will explore the underlying principles of business, and learn how to deliver customer service effectively across numerous sectors. To know your teams personally, take the time to talk to them about their interests and use this understanding to create an atmosphere that supports their needs and goals. Here are five vital qualities common in every visible leader: Leadership isan action, not a position.Donald McGannon. Research has shown when people are under constant stress it can put them under intense negative pressure. Instead, you adjust your thoughts and expectations to suit your new reality rather than dwelling on what could have been. Being approachable is the foundation of building good relationships with your colleagues, and of creating a strong team in which confidence can grow and ideas can flow. Or would people stare at you with confused looks on their faces, ridiculing you and assuming you were a complete idiot? Here are a few tips that can help you to manage well and become more approachable at work: 1. The specific benefits of being mentored include: being encouraged and empowered in personal development. But when I mentioned to the sales assistant that I probably wasnt going to buy anything I was made to feel like a time waster and unwelcome. 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. Because the cost of attracting a new customer is generally higher than keeping an existing one, it is wise for businesses to prioritize accessible customer service. While face-to-face employee interaction is always best, it isnt always achievableon a daily basis, especially as we move towards more flexible and remote workplaces. A good personal trainer must be tolerant and understanding to people of all levels and abilities. Having a pessimistic or uninterested attitude lets the customer know that your attention is elsewhere and not focused on solving the problem. 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. If youre already working in or thinking of working in a customer-facing role, then its essential to brush up on your customer service skills. Positioning yourself as "normal" is like asking customers to find a needle in a stack of needles! These are startling figures indeed that bear the question of whether call centers could better cater to this pool of talent while helping to alleviate the precarious talent situation in their industry. OR It is crucial to set appropriate goals for each client. For instance, when a student seems frustrated in an email, Ill reply in a calm tone and offer some clear suggestions for succeeding, and Ill encourage them to follow up with me and let me know how theyre progressing (and when they dont follow up, I do). I believe offering an accessible office and work environment could certainly pave the way for some people with disabilities to enter the labor market. Customers value friendliness above all else. NCFE Level 3 Certificate in Principles of Customer Service.