We are in the era of customer service. When anyone can enter social networks or a Web page and upload a video that shows an optimal or lousy service to describe their experience as a user, we are ALL subject to scrutiny by ALL. As companies, we need to “serve” our clients well if we want not only to survive, but to succeed.
The problem is that until now we have limited ourselves to teaching our employees the technical skills necessary to help a client. Few have bothered to train in "soft skills". Few have taken care to teach that no one says no and always look for solutions, that they look at each other's faces and smile at each and every one of the clients, than ignore the person who enters a bank or is in front of us at a counter A hotel or car rental is inadmissible and can cause us to be out of a job.
And it is that learning to convey optimism, learning to want to find solutions, learning to be kind when you have your own problems is not easy. Training in customer service requires addressing the so-called "soft skills" or soft skills. Without communication, empathy, and honesty, without knowing ourselves and knowing what scares us and what makes us angry we cannot create good user experiences. Today, the work of a telephone operator can no longer be measured due to the short time with which she solves one problem and moves on to the next. Any call center should seek complicity / connection with the caller to achieve customer satisfaction and loyalty. We no longer just want to be cared for, we want to be seduced and we must learn to do it to do our jobs well.
. The recent interest in mindfulness should also apply to customer service. Nothing like focusing on what we do to be aware of what worries us and “park it” to focus on what we have to do with the person in front of us.