Six Crucial Behaviors for Customer-Facing Employees
You can’t afford not to build customer loyalty.
In both good times and bad the lifetime value of a customer can be exponentially greater than the value of a series of single transactions from one-time customers. In this era of social networking, it only takes one Tweet or Facebookstatus update to seriously damage a
company’s reputation. One bad customer experience can cost you that customer for life. Hospitality, travel, retail, healthcare, and financial services are especially prone to losing customers who have a negative experience. Think about these situations from the perspective of a customer. It doesn’t take much for a customer to decide that you and your company aren’t worth his time, effort, or money.
Profiles International found that assessing core personality traits combined with a standardized set of skill measures provides clear indicators of probable success in a customer-facing role. In 1987 Profiles developed the Customer Service Knowledge Scale for the largest cable television provider in the US to successfully identify ideal job candidates for call centers, customer service departments, help-desks and technical representatives. This research has been continually refined over the past 22 years, with thousands of clients and across hundreds if industries. This report identifies and explains the core behaviors of your customer-facing employeesthat make the biggest difference for your business. They are:
1.Trust
2.Tact
3.Empathy
4.Conformity
5.Focus
6.Flexibility
You can’t afford not to build customer loyalty. [read more]
