It’s interesting how often we are asked to train people in customer service - yes you can train the skills and shape the behaviours, and you can provide scenario-based training. However, making sure that people who are expected to excel in service have the right foundation to build on. Here are four skills to look for...
In customer-facing roles (and other jobs in new homes), having a high level of emotional intelligence is critical, it enables the professional to build rapport quickly and naturally, to listen and respond to customers in a positive and constructive manner, and to focus on future, positive outcomes. People with this behavioural quality get to the heart of concerns, seek to diffuse sensitive situations and avoid conflict whilst showing they care about the emotional significance positive and negative events have on customers. People with high emotional intelligence also have the skill to take the lead in a situation, to instil confidence and to use humour and warmth in the right way.
Negotiation forms a key part of all business life, no more so than navigating the times when customers need a response to something going wrong with their new home. When service professionals can act in the best long-term interests of the business whilst also showing a flexible, influencing style of behaviour that appeals to different people and situations, they show that they are impartial, responsive under pressure, understand of all the cost implications for all parties and able to think on their feet so that outcomes truly resolve issues.
Communication in new home service roles cannot be overlooked: the service professional’s ability to talk in a positive and engaging style; to be animated; passionate and engaging in style; to be credible; and to be able to influence and coordinate different parties. Acute listening and responsiveness in verbal and written communication is vital along with a sense of appropriate humour; one that raises spirits, is positive and realistic in equal balance.
Sales professionals with a pragmatic approach are often best at resolving situations. They get to the heart of the issue and are able to tease and form priorities. They unlock problems, prioritise the important issues, show initiative, and have a high level of intuitive knowledge about how to get things done. Great service people are highly resourceful – they seek value for money solutions, they thrive on the challenge to put things right and stop them from happening twice. With a strong sense of priority and self-management, everyone benefits when a service professional leads and uses others effectively. They bring the right people together to solve customer issues, they take a holistic perspective yet they are still able to zoom in on the important detail as required. Great solution makers think laterally to improve systems and processes to provide better customer experience in the future and relieve the company of unnecessary spend.
If you're looking to expand your Customer Experience knowledge even further, you and your team can now gain FREE access to our new home sales training modules that guide you through the best strategies and techniques to transform people from a lead into loyal customer.