Ask customer care providers what they do and they’ll list dozens of tasks from answering the phone, to taking orders, to building relationships, to resolving problems, to doing the paperwork. These are certainly critical aspects of any customer care position. But if we boil the job down to its bare essentials, one definition I’ve always preferred is ‘Professional Communicator’.
Customer care providers spend almost their entire day having conversations with external and internal customers. They’re communicators, pure and simple. They need to get information and they need to disperse information. They need to ensure they understand, and are understood.
Communication is a complicated stew of actively listening for intent, understanding needs, connecting those needs to the company’s products and services, and relaying information in a way that the customer can understand and appreciate. It’s a combination of body language, tonality and spoken words. Communication is a way to convey emotion, empathy and appreciation. It’s a relationship tool that builds commitment.
If you want to be a good customer care provider, understand your communication blind spots, practice strategies to fill those gaps, and constantly work to improve your communication skills.
Your customer service team already has great relationships with your customers. But are they proactively working to increase your topline revenue? Unlock your customer service team's potential and grow your business without adding to your personnel or overhead.
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