05 Jul Mastering Customer Engagement
We are all customers. Whether it’s filling up your car at the local service station or buying your morning soy latte at the café around the corner. And what morning isn’t made by a barista remembering your order. Then when arriving at work, we can turn our consumer power on its head and use what we like and didn’t like as a reference point for how to deal with people and solve problems throughout the working week.
Companies are on a quest to engage employees so they can, in turn, engage customers. The value of an engaged employee has grown in recent years as the link between engaged employees and engaged customers have become irrefutable. So what are you expected to do, as an employee, or an engaged employee? Rather than feeling like they have a secret engage serum, many frontline employees are flummoxed as to how they are expected to magically connect that link that everyone is so excited about.
This kind of engagement should come from the top and trickle down to the frontline and happen naturally. But this isn’t always the case. There are some techniques you can employ to stand out and boost engagement.
Learn to use emotional intelligence when deciding how best to deal with tough and challenging customers and situation.
Be aware of Nonverbal Communication/Que’s
Being able to pick up on nonverbal queues is a staple of a good customer service operator. You can’t treat every customer the same, as each customer is going to want vastly different service from you and the organisation. While some people want to be engaged and served by a friend, some people want quick easy and simple service. The best way to sort through this is to pick up on non- verbal communication and act accordingly.
Utilising previous relationships
Familiarity is at the heart of customer engagement. Seeing a familiar face when interacting with an organisation is gold, but it doesn’t stop there. By utilising the relationship you have built you are creating extra value for the customer. Use reminders to
Being aware of individual differences and how that can affect a situation.
Stay away from making assumptions and tread carefully when dealing with new customers. As a customer service officer, you need to be prepared to come face to face with a varied onslaught of people. This can lead to sticky situations if you make assumptions or let your own bias into the conversation. Be aware of cultural differences and language barriers, and have the maturity and patience to treat the customer with respect.
No one wants to speak to a robot who is spitting out there re- rehearsed lines. A bit of genuine back and forth can go a long way in establishing a common ground.
What it all comes down to is using your emotional intelligence to manoeuvre these situations and provide the customer with a positive experience, while also ensuring your day at work is simple and enjoyable as well.