There has been considerably more emphasis on good mental wellbeing in education in recent years. Making a customer feel comfortable in your shop is extremely important as this can be what separates you from your competitors. The same is true for individuals: Employers increasingly want workers who can adapt to an ever-changing workplace. Its also important to always be available to offer assistance. Customer care is an essential part of any hospitality business. Being Friendly Increases Knowledge Sharing Being friendly, and creating a friendly environment within your team, will promote a sense of knowledge sharing within the team. Help team members see the positive side of change. When you greet people, keep a second of extra eye contact after you've shaken hands. Those who are adaptable are more willing to explore outside their comfort zones, take risks and embrace uncertainty with the understanding that transitions are a normal part of life. Required fields are marked *. With the help of VoIP technology, this is possible whether you are in the office or not! Our latest blog exploreswhat it means to be a visible leader and why it matters. Julie has also written articles covering current business trends, compliance, and finance. Who are they as a person outside of work? Customer satisfaction entails so much more than providing high-quality products and services. Be approachable. You should also train your service representatives to ensure they have adequate knowledge about accessibility and appropriate behavior. If you cant travel somewhere, do a video call or record a video message instead of sending an email. By arming yourself with the knowledge and tools to be more visible, accessible and approachable to your colleagues, youll soon reap the tangible rewards in morale, productivity and wellbeing. Remember: If they can't come up to you; how will they ever get behind you? When the needs of customers are met through . Challenge your brain to come up with innovative solutions to seemingly insurmountable problems. If you are not seen as approachable, people will find it difficult to come up to you and initiate a conversation. I also . Crucially, visible leaders emit a strong narrative for the business while appreciating that communication is a two-way street and recognising the value in engaging with every employee to gain a deeper knowledge of how to steer success. Both positive and negative feedback is really important as it tells you exactly what youre doing well and where you can improve from the only perspective that matters, your customers. As well, many dont have access to their business phones when theyre not in the office. Collaborating and working well together with others. Promoting and supporting accessibility in the work environment does not only require investment in technology and processes but also presupposes a real behavior change. When I learn something for fun in my free time, I tend to skim through books, websites, online articles, watch some YouTube videos or TED talks on the topic, share what Im learning with friends, write down my thoughts and feelings about it, and take some sort of action to incorporate it into my daily, Read More How to Effectively Teach Students (Its Probably Not What You Think)Continue, During a group presentation my students gave the other morning, it occurred to me that life has so many simple pleasures to offer. Be the origin, not the echo. Finally, you should make sure that your employees know what it means to provide top quality customer service. 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. The 5 Most Intriguing Benefits Of Friendliness In The Workplace 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. It will likely affect how your entire company operates, communicates and participates in our society. According to the World Health Organization, approximately 15% of the worlds population experiences some form of disability. Customer expectations - Customer care - GCSE Hospitality (CCEA - BBC Here are 5 tips to be an approachable leader: Listening - is the most important interpersonal skill. The behavior of the coach will determine most of the perception that a player has of his coach. 8. Here are a few tips that can help you to manage well and become more approachable at work: 1. Great customer service can increase the overall value of your business and make a huge impact on your bottom line. 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. Sign up for our newsletter and you'll be among the first to know about it! Using technology can make this very easy, so promote customer feedback on all your social media channels and via email. D. It involves consulting employees for their suggestions before making decisions. I know this works. This website is using a security service to protect itself from online attacks. Wear a smile. And, would I come back here again or try another competitor instead? Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page. If your organisation doesn't provide uniforms make sure your appearance What Are Good Customer Service Skills? | Stonebridge Associated Why football coaches should be role models to their players This means your subordinates find you easy to talk to, and others do not fear your reactions to information or situations. I've been in customer service in varying capacities for the past 10 years, and one thing that I've learned whenever in a position where the answers aren't clear is that it's okay to ask "Why?" All rights reserved. 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. If you want to take your business to the highest levels, getting trained in customer service will help you make your customers your biggest fans. Research has shown that 14.7% of people experience mental health problems in the workplace, and evidence suggests that 12.7% of all sickness absence days in the UK can be attributed to mental health conditions. Only about half were employed. reviews. Designing a customer service experience that is available to everyone, at any time and regardless of ability or age or location, for that matter is what customer service accessibility is ultimately about. Whats your first move? "One of the top reasons accountants lose clients is because they are not responsive enough," said Edward Mendlowitz, CPA, partner at WithumSmith+Brown in New Brunswick, N.J. 41% of people in a recent study by the Society for Human Resource Management said their company was "too busy" to prioritise diversity. Awareness (of yourself and others) Caring about other people. An interaction between a customer service representative and a customer is a two-way street. When customers feel as though you are doing everything you can possibly do to enhance their experience they keep coming back again and again. According to a 2017/2018 report from Babel (via Call Centre Helper), the attrition rate in the U.K. call center industry is 21%. The ability to be approachable and communicate effectively will separate a coach, or any other professional, more-so than any other set of skills. 13 Body Language Tips That Can Make or Break Your Customer - HubSpot increasing your confidence. These are individuals who know if they can master their emotions, and they can turn a bad situation into a positive one. To accomplish that, you need to understand each individual and not only in terms of their working style and preferences. When youre adaptable, anxiety about your future is diminished, allowing you to ask (and act on) this question. 10 ways to become more approachable: 1. 9. All Rights Reserved. Every personal interaction either adds to or subtracts from the positive perception of your brand. The Benefits of Being Adaptable - Business.com Being able to empathise with a customer, especially when they may have had an unpleasant experience is invaluable. Here are some dos and donts to help get you there. In fact, it happens when managers and directors are accessible, approachable and relatable. For those of you getting back into the swing of things this spring, remember that some of your students may need little extra empathy and kindness, so be mindful when interacting with them. 2009 - 2023 MeloTel Business VoIP Service Provider. It's important to note that your goal should be to encourage these guidelines without being overly nitpicky. Sure, shtick might get you in the door; but in marketing, that doesn't guarantee you'll stay in the room. Next time yo." Kris Lindahl on Instagram: "Being approachable is SO important in many aspects of life, including business. Here are five vital qualities common in every visible leader: Empathy . 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. Your brand and culture are intimately connected. Being approachable is the foundation of building good relationships with your colleagues, and of creating a strong team in which confidence can grow and ideas can flow. Be un-confusable. 3. You may opt-out by. However, I didnt necessarily like sitting at my, Read More How to Survive Working from Home When It Becomes Too RoutineContinue, On Saturday, my husband and I went to the 2014 Central Florida Veg Fest here in Orlando with some friends, and it was quite the experience. Accessibility is not just about good ethics; I believe it also makes good business sense. 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). The customer. Being approachable gives you more business opportunities. Being patient helps you to figure out what a customer wants, and how to provide them with a competent service rather than just rushing them out the door. Its no secret that one of the biggest drivers on customer loyalty is great customer service. Here are four: As we just mentioned, garnering loyalty is a major benefit to being available when your customers need you. Accessibility is a crucial but often overlooked aspect of customer satisfaction and retention. 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. People need to see the whites of their leaders eyes and know they can trust them on a personal level if theyre going to represent the business and perform at peak potential. Having strong interpersonal skills is critical to becoming an effective communicator in any organization. Customer feedback, whether its positive or negative, is important to manage a companys reputation and allow innovation. In fact, in business, your "approachability" can mean everything. Find out what they do well and adapt this to your business to improve your own customer service. Being approachable is important for small and big leaders. If you resist having a narrow mindset, youll be a better listener, less judgmental and able to think outside the box. For example, if there are any issues that arise during the flight or there are passengers with specific needs, Cabin Crew will need to make sure they communicate with their other team members to make sure . 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. The specific benefits of being mentored include: being encouraged and empowered in personal development. There is only one boss. Eye contact makes friendly situations more friendly and hostile situations more hostile. Embracing positive thinking in this type of work situation can change a person's life for the better. Next time you are sitting around, think about the energy you are giving off to others. Focus on increasing communication to keep people on the same page and improve efficiency. Theory X leaders view employees as workshy, unambitious and unwilling to take responsibility, while Theory Y leaders see employees as self-motivated and conscientious. When people work in customer service, they can benefit significantly from developing and keeping a positive attitude. What Makes A Good Personal Trainer? 12 Top Traits (OriGym) These customer service representatives know they can't control a difficult customer's attitude. Signs of Being Approachable in the Workplace Importantly, how you view your employees defines your leadership style. For example: When one of them decides to remain positive no matter what is happening, a positive outcome is more likely. Strong communication skills also reduce . If they dont get it, they will simply take their money elsewhere. 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. 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. Notify me of follow-up comments by email. The opposite is also true. Youre bound to be happier with your lot when youre comfortable making adjustments to meet evolving needs and demands. Shirley Tan contributed to the writing and research in this article. Personal assistance is one of the few advantages that physical shops have over internet shopping so make sure you use it to its maximum potential. In a customer service situation, a quick response is not always the best one. In contrast, there were 8.4 million people with disabilities of working age (16-64) in the U.K. at the end of 2020, which is 20% of the working-age population. 6. Removing this perspective helps you see other viewpoints and deal with change more efficiently. being helped to identify and correct gaps in generic skills and knowledge. Incredible customer service is what makes your business unique and it's the reason why members remain loyal to your brand. 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. Why 2023 Gold House A100 List Has Starbucks CEO But No Michelle Yeoh, Parent PowerED: Parents Powering Solutions In Education, Conversations Across Generations: Shawn Dove And Peter Storey, Empowering Young Adults Through Tech With Sandee Kastrul Of i.c. Another essential skill for Cabin Crew is communication skills. Do I qualify? By leveraging adaptability, you can face any problematic changes that come your way with grace, determination and rationality. Opinions expressed are those of the author. Think! Since I teach primarily online, 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. This means that a coach should set the right example if he expects his players to be on time, to pay attention when he speaks, to not play with their phones during meetings, to clear up . Managing Well - How To Be Approachable at Work? - Wisestep PDF LEVEL 2 CUSTOMER SERVICE - Edexcel Leave Your Door Open Being an approachable person means that you're friendly and easy to talk to, it's a trait that will benefit your clients and your business, as well. If customers can no longer use your products or services easily, they are probably going to do business elsewhere. Every business has leadership, yet how leaders present themselves to their teams is key to the successful running of a company. Instead of seeing change as overwhelming and all-encompassing, take it one step at a time and consider all that you have to gain. Present leadersconsistentlyraise morale, drive profits andfire upproductivity. Individuals may go into fight-or-flight mode. This way, youll be a lot more help to them. 5 Reasons Remote Teams Are More Engaged Than Office Transcendental Meditation: The Solution to Stress Do Not Sell/Share My Personal Information, Limit the Use of My Sensitive Personal Information. On many occasions, a consumers decision to choose you over a competitor is because he/she was able to easily reach you. If you are working in a leadership role, being approachable is even more essential. Whats more, creating bespoke Personal Engagement Plans for senior leaders is a fantastic way to customise your approach and help everyone achieve their potential. Do you give up, resigning yourself to unemployment? Six Reasons to Support Your Colleagues at Work - Benenden Health 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. All you have to do is act as if you are wearing a name tag. Networking works. In leading a team, its essential to create an environment where each individual can do their best work. To get those recommendations, you need to offer great customer support and resolve every query with patience and understanding. Or does the prospect of experiencing unexpected events or circumstances leave you feeling anxious and insecure? Being a visible leader is about so much more than simply being seen. A person in this position should make every effort to not fall into the trap of constant negativity. Its therefore important to be an excellent listener and to be attentive. No one expects you to be available all around the clock. Recognise how personal factors impact on customer service delivery . Others may find text-based customer service extremely challenging. Therefore, explore all available tools at your disposal to bridge the gap and retain a policy of visible leadership. This also helps ensure that . How you handle those changes can indicate the difference between a leader and a follower. This emotion plays an important role in how individuals interact with one another. 4. Workplace uncertainty skyrocketed when the pandemic forced businesses to go remote and make it work. Companies and employees have experienced changing workforces, budgetary shifts and new technology curves in recent years. 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 were a brand new customer entering your shop for the first time, what kind of service would you expect? The chances are that you, as the business owner, are more conscience of the level of customer service your business provides. August 19, 2020 - 186 likes, 5 comments - Kris Lindahl (@krislindahl) on Instagram: "Being approachable is SO important in many aspects of life, including business. What Effect does Equality and Diversity have on Customers - DeltaNet It has also has shown to increase an individual's opportunities no matter what their circumstance. 7. 4. Once negative thoughts enter a customer service worker's mind, it will create negative feelings about their work, it can result in bad outcomes. The common strategies for problem-solving include brainstorming solutions, active listening, identifying causes of problems and implementing solutions. Avoid unnecessary movement. If, Read More 3 Ways to Successfully Work from HomeContinue, I dont do this regularly (although I used to), but if you find yourself in a less than fantastic mood, I highly recommend this 10-15 minute exercise to get you out of your funk. 2023 American Management Association. SERVQUAL - Why and How You Should Measure the Quality of - CommBox Being friendly and approachable is particularly important when it comes to working with clients with special requirements or disabilities. You have to be able to understand what happiness means to the customer in order to build a positive relationship with them and provide effective customer care. Making a customer feel comfortable in your shop is extremely important as this can be what separates you from your competitors. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. Sam Walton. There are many reasons being available to your customers is so important. OR Julie Thompson is a professional content writer who has worked with a diverse group of professional clients, including online agencies, tech startups and global entrepreneurs. Imagine you suddenly lose your job due to a decline in your industry, or your business unexpectedly needs to shut down. 3. Here are eight reasons why customer service should be an important priority for every company: 1. Chapter 14 QUIZ Flashcards | Quizlet 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. Click to reveal 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. They know speaking with a customer using a positive thought process can help improve a customer's attitude. Lucy Bishop. Required fields are marked *. This will lead to an emotional connection that can last, provide the customer with a positive experience, and motivate them to buy more of the company's products or services. Once youve started leading by example, youll soon see others follow. If youre not available when consumers need you, it can be bad for your business. This is also known as a positive mental attitude. Another way to improve your customer service is by looking at your business from the perspective of your customers. In fact, it happens when managers and directors are accessible, approachable and relatable. Nurturing adaptability can help you stabilize emotional intelligence (EI) competencies, such as positivity and self-control. Investing in a culture where every individual can contribute to their full potential reflects your values just as strongly as the products and services you offer. So, how do we definevisibleleadership? A great way to build up a strong reputation in customer service is to treat every single customer the same. When establishing values, define what's . Some customers might not be so tech savvy so its also important to allow people to communicate to you in store. These are startling figures indeed that bear the question of whether call centers could better cater to this pool of talent while helping to alleviate the precarious talent situation in their industry. The Value of Being Approachable: Priceless | AMA If youre feeling the desire to become more adaptable or have been told you need to be more flexible, realize that the above benefits are well within your reach, but they may take a little practice. 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. This is a way for individuals to embrace the power associated with positive thinking to achieve success. As will effective communication with customers, with the goal of elevating customer care and service. Challenges wont seem all that challenging when youve built up a tolerance for accommodating changing circumstances. 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. This approach is very charming and disarming and it works really well, because youre being honest and friendly and kind of funny. 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. Why Visible Leaders Are Essential For Successful Culture Change Great customer service encourages loyalty! How can you ensure - Cally Research has shown when people are under constant stress it can put them under intense negative pressure. When fewer people struggle to access your service or locate information, fewer people may need help and contact your service center. Customers value friendliness above all else. "In an approachable culture, people can feel that it's about coaching and working together." - Lisa Beaty You are a good person for actively trying to be one. Your business may thrive on tried and true processes, but an unwillingness to try new things can prevent growth, stifle creativity and hurt morale. In short, life is easier and more fun when we are welcoming and approachable. 5 Leadership Qualities All Teachers Should Try to Emulate Strengthening your EI can improve life satisfaction and career success. But when I mentioned to the sales assistant that I probably wasnt going to buy anything I was made to feel like a time waster and unwelcome. Post on your blog everyday, because writing is the basis of all wealth. Or would people stare at you with confused looks on their faces, ridiculing you and assuming you were a complete idiot? At the very least you will avoid losing another customer through the same mistake. Retailer Support Take a deep breath and relax.
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