Welcome to customer service, where every interaction leaves an impression! So, if you have a customer-facing team, you know that mastering the essentials is just the beginning. Every customer expects someone who flawlessly greets them and addresses their needs. Depending on the situation, they may also expect someone who is able to close the sale. These are the fundamental skills, the bread and butter of customer-facing roles. These skills are the foundation upon which the entire edifice of customer service stands. Without them, the structure crumbles. But what lies beyond? What additional skills can take the customer experience from good to outstanding?
Once these essential skills are honed and ingrained, it’s time to explore further avenues to elevate the customer experience. Indeed, there is a variety of customers, so it makes sense to consider how your team could better support them. You’ve probably come across interaction between Disney World employees and members of the public on social media. Individuals in Disney costumes are frequently filmed as they interact with children, with dogs, with customers with disabilities, or even with autistic visitors. Each interaction is unique, and it leaves no doubt that these staff members are trained to recognize the unique requirements of each customer and adjust accordingly. This is precisely where additional training can make a big difference.
So, let’s embark on a journey beyond the basics. Let’s explore the concrete skills that customer-facing employees can develop to improve the customer experience further.
First aid
Nobody ever hopes for problems, but planning for them can be a game-changer. That’s why you need customer-facing employees to have basic first aid skills. Not only does this go beyond mere assistance, but it also demonstrates a commitment to customer well-being. Ultimately, if a customer suddenly feels unwell or sustains a minor injury within your establishment, you want to be able to react fast. When an employee is able to administer first aid, you can considerably lessen the risk to the customer’s health and even the repercussions for your business.
Beyond the immediate physical assistance, this act fosters a sense of trust and care. Customers are likely to remember such moments of genuine concern, forging a positive impression of your brand. Moreover, in today’s interconnected world where experiences are shared instantly on social media, stories of exceptional customer care, including instances of first aid, can amplify your brand’s reputation. Customers are more likely to return and recommend your business to others, knowing they are in capable hands, both in their purchases and in unexpected situations. Thus, investing in first aid training and a first aid certification online can enhance customer safety and boost your business brand.
Voice training
Customer service employees are constantly talking to customers.So in an environment where verbal communication is constant, you need to appreciate the importance of voice training. Customer-facing employees often find themselves speaking for extended periods, risking vocal strain and fatigue. When they learn effective voice techniques, employees can safeguard their vocal health. This means that they can reduce the risk of losing their voice or sounding hoarse by the end of the day.
But the benefits extend beyond mere physical well-being. A well-trained voice enhances communication. Indeed, the voice can bring clarity and resonance to every interaction. Customers respond positively to a clear and confident voice, as they perceive it as a sign of professionalism and attentiveness.
Emotional intelligence
In the diverse landscape of customer interactions, emotional intelligence is a beacon of understanding and connection. Customer-facing employees encounter a myriad of emotions daily, from excitement to frustration, from joy to disappointment. On top of that, they also get to engage with people who may be expressing their needs in very different ways. This is where emotional intelligence can make a difference and give employees the ability to discern and adapt to the emotional signals of their customers.
Imagine a situation where a customer enters your establishment visibly flustered. The anger may not be related to your business. But it can be aggravated by an employee who doesn’t understand how to handle the situation. Instead of simply processing their transaction, an employee with EQ training recognizes the signs of distress and responds with empathy and patience, defusing tension and easing the customer’s concerns. This ability to understand and empathize with varying emotional states not only enhances customer satisfaction but also builds trust and loyalty.
Moreover, emotional intelligence enriches communication by fostering deeper connections. When employees are attuned to the emotions underlying customer interactions, they can tailor their responses accordingly, ensuring messages resonate on an emotional level.
Conflict defusing
Sometimes things go wrong and customers are dissatisfied. Conflicts are an inevitable occurrence. Whether it’s a discrepancy in expectations, a misunderstanding, or a genuine grievance, conflicts can arise unexpectedly. But the issue is not so much that a customer is unhappy. The issue is when an issue is not manage properly it can disrupt the customer experience. Unresolved issues are likely to escalate and turn into full conflict. So, you want your team to be able to effectively defuse conflicts, as this is paramount for maintaining positive relationships.
When conflicts arise, they have the potential to escalate quickly, leading to heightened emotions. We’ve all been the witness of a disagreement turned into a screaming argument. However, some helpful techniques can put employees in charge and help them transform tense situations into opportunities for resolution and reconciliation.
One effective strategy is active listening. When faced with an upset customer, employees need to listen attentively to their concerns without interruption. The moment you acknowledge the customer’s feelings, you validate their experience. This is what lays the groundwork for constructive dialogue.
Another technique is to remain calm and composed, even in the face of hostility. While it can be hard to maintain a professional attitude when someone is being aggressively displeased, it can help de-escalate the situation. So it is important to refrain from engaging in confrontational behaviour as this will help resolve the issue faster.
Moreover, offering solutions and alternatives demonstrates a proactive approach to conflict resolution. By presenting options and seeking mutually beneficial outcomes, employees can empower customers to feel heard and valued, fostering a sense of satisfaction and loyalty.
Neurodiversity training
Embracing neurodiversity is absolutely non-negotiable for creating inclusive and welcoming environments for all patrons. Neurodivergent customers, including those with autism, ADHD, or other cognitive differences, may experience the world in unique ways and have distinct needs when interacting with businesses.
Understanding how to communicate and engage with neurodivergent customers effectively is crucial for positive experiences. Traditional approaches to customer service may not resonate with individuals who process information differently or have sensory sensitivities. By tailoring interactions to accommodate diverse communication styles and preferences, businesses can ensure that all customers feel understood and valued. Ultimately, around 20% of adults are neurodivergent, so it would seem fair to care for 1/5th of your customers.
Neurodiversity training equips employees with the knowledge and skills to recognize and respond to the specific needs of neurodivergent individuals. This training not only enhances customer satisfaction but also promotes inclusivity and empathy within the workplace.
Mental health savior
Basic mental health training equips employees with the knowledge and skills to support customers who may be prone to anxiety or panic attacks. In a business environment, individuals may experience heightened stress due to various factors such as crowds, deadlines, or unfamiliar surroundings.
By understanding the signs of distress and knowing how to provide reassurance and assistance, employees can make a significant difference in helping customers feel safe and supported. This training not only enhances customer satisfaction but also promotes a compassionate and inclusive atmosphere within the business.
Customer-facing employees are more likely to come across a variety of unexpected situations they need to manage as gracefully and professionally as possible. This is where specialist training can make a big difference, from helping someone who’s having a panic attack to understanding a customer’s emotional distress.
Header Image Credit: Diana Polekhina/ Unsplash
