The Tribune

Most persons working in ‘the people business’ claim to have reasonably good customer service skills. They credit their upbringing, training programmes, educational credentials and work experience as the support for this assertion.

But the truth is that, under normal circumstances, when all the necessary resources have been provided; strong and effective leadership is in place; the team dynamics are suitable; and the basic training has been provided, even a novice fresh out of high school can deliver experiences that are consistently outstanding.

Customer service skills must be divided into relevant categories to determine the proficiency, and consistency, of an individual who serves others.

While some have excelled in one or two of these specific areas of service delivery, they may prove deficient in another area. Some of these categories include: team building skills; communication skills; telephone etiquette; sales skills; and problem resolution skills. For example, an outstanding rating in the technical area of sales, allied with poor service recovery skills, renders the individual inadequate in today’s highly competitive workforce.

Problem solving and service recovery skills are crucial components in the route to delivering breathtaking experiences for customers and guests.

Research has long proven that the problems people encounter at our places of business do not disqualify our companies from receiving the ‘A’ grade in customer service.

Rather, it is our inability to address those concerns customers have which causes them to walk away in disappointment, never to return and bad-mouthing our businesses in the process. The problem resolution ‘paradox’ confirms that customers have a higher regard for businesses where their issues were swiftly and professionally resolved, rather than those companies where they had no problem at all.

These skills separate the sheep from the goats in the Bahamian context.

When you can work calmly and professionally with the aggressive, rude, and sometimes manipulative consumer, and still be committed to an amicable resolution of their issues, you will have proven yourself a most valuable treasure to that company.

Here are some of the crucial competencies required in service recovery:

• Listening - Active listening is crucial for understanding
• Patience - Keep cool even when it gets hot. Maintaining professional composure requires practice
• Negotiation - Partnering with the customer on what is a good resolution to the problem creates a win-win for everyone
• Integrity - Most valuable to this process is your commitment to delivering whatever you promised
• Empathy - You must demonstrate a high degree of care and concern for the injustice that has happened to the customer. A personalised and heartfelt apology usually confirms your sincerity in this regard.

• NB: Ian R. Ferguson is a talent management and organisational development consultant, having completed graduate studies with regional and international universities. He has served organsations, both locally and globally, providing relevant solutions to their business growth and development issues. He may be contacted at tcconsultants@coralwave.com.