If your business is suddenly accelerating in growth, your team is expanding or unexpected opportunities come your way, dont shy away from it. Remember: If they can't come up to you; how will they ever get behind you? Wear a smile. August 19, 2020 - 186 likes, 5 comments - Kris Lindahl (@krislindahl) on Instagram: "Being approachable is SO important in many aspects of life, including business. The first step in exceeding your customers expectations is to know those expectations.Roy H. Williams. Learn how to get your message across with this AMA Webinar. Being valued and treated respectfully helps to promote a positive work culture in which employees are fulfilled, loyal, engaged and motivated . Better mental health means less absenteeism and . Having an open mind is essential in business, where circumstances change daily. 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. Isnt working from home supposed to be the goal in our modern lives? Be un-competable. 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. As with all self-service options, you should provide customers with multiple escape routes for reaching a live representative to avoid frustration. If you resist having a narrow mindset, youll be a better listener, less judgmental and able to think outside the box. As will effective communication with customers, with the goal of elevating customer care and service. 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. If you are not seen as approachable, people will find it difficult to come up to you and initiate a conversation. All you have to do is act as if you are wearing a name tag. Its OK! If youre a manager, thats the way you want people to see you and thats the way you want your people to be seen. 2. As a business owner, its your job to let your customers and clients know they can reach you on your business line at any time during (and sometimes after) business hours. With many daily challenges in our lives outside of work, having a friendly face . Whether its in retail, management, sales or even hospitality, excellent customer service skills will be what makes your customers tell their friends and family about you. Al Davidson foundedStrategic Sales & Marketing, Inc.(SSM), where he helps deliver B2B lead generation services and appointment setting solutions for clients around the world. Every business has leadership, yet how leaders present themselves to their teams is key to the successful running of a company. Individuals may go into fight-or-flight mode. Take a deep breath and relax. Making a customer feel comfortable in your shop is extremely important as this can be what separates you from your competitors. 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." Whether you're here for product recommendations, research or career advice, we're happy you're here! By ignoring the needs of a large number of people, organizations may not only make life more difficult for those affected by disabilities but also be missing an opportunity. 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. Accessibility is not just about good ethics; I believe it also makes good business sense. Effective and efficient customer service is important because it promotes loyalty, provides accurate information, builds reputation and attracts new customers. Each member of any team contributes to the work environment. More importantly, for leaders it means being easy to understand and connect with. When you believe theres always a solution to the problems you encounter, you train your brain to think about resolutions instead of roadblocks. You can also make sure its as easy as possible for customers to give you feedback. In fact, take a few deep breaths and relax. You must take the time to speak to them in detail, understand their lifestyle, their job and eating habits etc. 4. So, you need to make sure youre ticking the box in each area, from customer care to customer relations and more. 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). When customers feel as though you are doing everything you can possibly do to enhance their experience they keep coming back again and again. Note: No amount of pre-made scenarios will help you respond the best to every situation. Shirley Tan contributed to the writing and research in this article. Are the staff doing everything they can to help me find what Im looking for? Opinions expressed are those of the author. For example: There are no cover bands in the Rock and Roll Hall of Fame. This website is using a security service to protect itself from online attacks. Someone adaptable is open to new ideas and doesnt need to do things a specific way just because thats how theyve always been done. Being friendly allows for face-to-face collaboration which allows employees to flourish from each other and share their ideas and experiences. 9. Removing or lowering hurdles for people with disabilities in the labor market could result in benefits for both those with disabilities and their employers. 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. This way, youll be a lot more help to them. Avoid unnecessary movement. It involves setting challenging goals and having high expectations of employees. But the alternative can mean being left with what-ifs and regrets. 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. How well do your products work? By leveraging adaptability, you can face any problematic changes that come your way with grace, determination and rationality. They foster effective communication. Customer service skills are the backbone of a successful business. 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. Feedback is one of the best tools you have when you want to know what makes your customers tick. Never forget that you have many competitors out there. Here are some dos and donts to help get you there. It's Melbourne, Victoria 1998. 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. Even trying a new restaurant or taking an impromptu personal day can help renew your creative spirit. Another one of the essential customer service skills is problem-solving, as its important to be willing to help customers come up with a solution to the issues they face. Having strong interpersonal skills is critical to becoming an effective communicator in any organization. This will help them respond to questions productively or take feedback well when someone runs into a problem. Being friendly and polite to all customers is a great way to make people feel welcome as soon as they walk in the door. Emergencies emerge. Business owners need to control their stress, which may mean adopting new practices and making last-minute adjustments instead of stubbornly, and detrimentally, remaining in their comfort zone. Your email address will not be published. A great way to build up a strong reputation in customer service is to treat every single customer the same. It can be a challenge to spend the day dealing with negative feedback, customer complaints and more. And they can do so by smiling, remaining visible and attentive, and always wearing a nametag - preferably one that creates a "spark". Mutual respect in the workplace lets all employees know that they are valued for their achievements, abilities and qualities. As a result, my students tend to be open in their emails, and I do my best to work with them and ease their anxiety when needed (which is very common in a public speaking course). Think about the type of work environment you would like to be around. In fact, it happens when managers and directors are accessible, approachable and relatable. Courteous treatment will make a customer a walking advertisement.James Cash Penney. The opposite is also true. Whats more, creating bespoke Personal Engagement Plans for senior leaders is a fantastic way to customise your approach and help everyone achieve their potential. 1. Using technology can make this very easy, so promote customer feedback on all your social media channels and via email. 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. Constructive feedback (ways people can improve) Diplomacy (handling affairs without hostility) Empathy for others. Being patient is an important customer service skill, especially when dealing with angry or irritated customers. Patience is also important to the company as a whole as it helps you to understand customers concerns and problems a lot better, allowing the company to improve their services. Learn how to combat stress in the workplace through Transcendental Business owners need to control their stress, 5 Ways Emotional Intelligence Predicts Your Success. Challenges wont seem all that challenging when youve built up a tolerance for accommodating changing circumstances. Learn how to enhance the emotional relationship your business has with its customers through this online distance learning course. It is an uplifting approach to life that has been around since the 1930s. However, the easier it is for people to reach you, the more likely you will be to enjoy long-term loyalty from your customers. Collaboration lessons from the CX World Games, How to use AI to anticipate, advise and improve experiences, AI in the contact centre: pitfalls to avoid. 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. Its extremely helpful if you have a positive attitude and are approachable to customers you will come in contact with. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton. If youre noticing a lull in the business you receive, speaking to your customers will help you to come up with new initiatives. Look people in the eyes. 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. Words on a screen can be misinterpreted: offering a more visual alternative is not only friendlier but much more conducive to higher engagement and productivity. In order to be able to provide an effective solution, make sure you ask the right kind of questions. 54.36.126.202 Its important to understand how a customer feels and really be able to identify with them. Being adaptable means not feeling hopeless and helpless in the face of change. Customer expectations. 6. increasing your confidence. The optimal internal communications strategy looks different for every business, so look at your intranet, email comms, blogs, newsletters, video calls, internal social media or colleague apps to assemble the right blend for you and your teams. Being approachable is one of your greatest assets. We might like to believe that we are approachable, open, friendly. As a result, my students tend to be open in their emails, and I do my best to work with them and ease their anxiety when needed (which is very common in a public speaking course). I believe offering an accessible office and work environment could certainly pave the way for some people with disabilities to enter the labor market. Being approachable is a professional skill that fosters numerous career benefits, from networking and career advancement to information access and other advantages. You don't just make good friends by being friendly, you can influence those you meet to be better people. You can create an online knowledge base with answers to common questions. In fact, we talk about what it means to be "appropriately approachable" as a leader and why you need to do so in ways that respect the chain-of-command as well as your own ability to get work done. The type of clothes you wear, whether your hair is clean and tidy, clean shoes etc. If a customer gives you negative feedback, acknowledging this criticism and doing something about it may be able to salvage a potentially loyal customer. It also improves employees' overall health, as resilience and wellbeing in the workplace are closely linked. When that's the case, it's important to be tactful - most people hate being transferred! Effective interpersonal skills can help you during the job interview process and can have a positive . For these reasons, UK distance learning courses are quickly becoming the go-to for learners looking for a convenient way to build their knowledge. A Simple Smile Could be Key to Your "Approachability". When you greet people, keep a second of extra eye contact after you've shaken hands. The same is true for individuals: Employers increasingly want workers who can adapt to an ever-changing workplace. An excellent place to start is with this Level 2 customer care certificate course that will help you and your business enhance your customer relation strategies. Examples of great loyalty programs and why they were successful. Here are eight reasons why customer service should be an important priority for every company: 1. B. The bottom line. Focus (first) on the what, and the how will eventually appear. When people work in customer service, they can benefit significantly from developing and keeping a positive attitude. I currently have no use for a long sighted telescope but thats not to say that I wont be in the future or that I dont know anyone who would be interested. Present leadersconsistentlyraise morale, drive profits andfire upproductivity. That will lead to those employees being motivated to come into work and give their 100%. "Customers make their purchasing decisions based on how they feel. What would happen if you wore a nametag all the time? Therefore, it's important to keep eye contact with a relaxed face. There are many reasons being available to your customers is so important. These customers may be more comfortable with reading or even lip-reading over video chat. Youll be able to effectively deal with customers, ensure maximum customer satisfaction, understand how to communicate effectively with customers and develop the interpersonal skills required to deal with difficult and irate customers in a positive way. Having a pessimistic or uninterested attitude lets the customer know that your attention is elsewhere and not focused on solving the problem. Grasping the opportunity to speak to customers new and old and turn every interaction into a good one is essential to providing good customer care, whether thats face-to-face or over the phone. Approachability wins business. Sixty-eight percent of customers decide to no longer do business with a particular organization because they perceive an attitude of indifference by the employees. Being thoughtful and attentive are vital customer service skills. 4. These units will teach you the principles and practices of customer care and relations, so you can identify strengths and weaknesses in your customer-related approaches and implement methods to improve them. Customers want to take a few licks and then discover your delicious Tootsie-roll center. Being approachable is important for small and big leaders. , 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. Train them to use respectful, appropriate language when a customer needs to discuss accessibility. Nurturing adaptability can help you stabilize emotional intelligence (EI) competencies, such as positivity and self-control. Required fields are marked *. They earn the respect of their peers, inspire those around them to embrace change and help grease the cogs in the wheel of even the stickiest transitions. 2023 American Management Association. Every personal interaction either adds to or subtracts from the positive perception of your brand. For more information, please dont hesitate to call us at 1-888-MELOTEL. These details have a significant impact on the timescale of their goals. It will likely affect how. "There is only one boss. Strengthening your EI can improve life satisfaction and career success. Whats your first move? You cant have a successful business without customers exchanging money for a product or service. All fields are required. 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. I think its important to take a minute and talk about how to handle students who might seem unorganized, flaky, a bit prickly, or all of the above. These are individuals who know if they can master their emotions, and they can turn a bad situation into a positive one. Encourage your employees to provide the best customer service possible by rewarding employees who consistently receive positive feedback or to those that demonstrate they are taking on the advice they get from any negative feedback, and use it to improve their service. Challenge your brain to come up with innovative solutions to seemingly insurmountable problems. How can you make SEO work for your small business? While leadership is a broad termcoveringa spectrum of characters, attitudes and approaches in business, a visible leadership style isthe driving force behind successful culturesin any organisation. 4 evaluation essentials for personalising service, eGain Knowledge Hub to power member engagement. There is only one boss. Your email address will not be published. People respond well if they are approached in a pleasant way, and it can help create a positive buzz amongst other customers too. Customer service is a sales tool that can have a measurable impact on your revenue. 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. Theory Y leaders, who are present and take the time to understand and engage with their employees, form deeper bonds which translate to higher levels ofmotivation. or social media. It is a fact of life that people are emotional beings. An interaction between a customer service representative and a customer is a two-way street. Whether they are simply browsing or looking to buy half the store (on reflection, it might be wise to go above and beyond if theyre looking to buy half your stock, but the point is valid), make sure all your customers are given the same level of care and enthusiasm. Most businesses dont operate 24/7. Its also important to always be available to offer assistance. 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!). 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. The action you just performed triggered the security solution. 4. Pleasing personality: A good receptionist requires having a pleasing personality who is easily approachable. Youre bound to be happier with your lot when youre comfortable making adjustments to meet evolving needs and demands. Would people be friendlier? Single Number Reach ensures that you are available to your customers no matter where you are. Approachable means capable of being approached; open and accessible to people; easy to meet with and deal with. While you cant control most of these challenging developments, you can control how you react to them. Some customers with mental disabilities may find accessing customer service just as hard and discouraging as people with physical disabilities, so businesses should offer sufficient support for these customers as well. 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. being helped to identify and achieve career goals. Never forget that you have many competitors out there. For some customers, verbal communication such as having a phone conversation simply isnt possible. Follow these steps to create a positive culture: 1. 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. The golden rule for every business man is this: Put yourself in your customers place. Orison Swett Marden. Next time you are sitting around, think about the energy you are giving off to others. 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. Reaching your full potential as a leader isn't about reading the right leadership books or taking the best leadership seminar. I need you to be there for me. These words represent the feelings of consumers for the businesses they support. Be Friendly and Approachable Being friendly and polite to all customers is a great way to make people feel welcome as soon as they walk in the door. Nurturing adaptability can help you stabilize emotional intelligence (EI) competencies, such as positivity and self-control.
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