What to Look for in Front Line Staff
In today's technological world, consumers look for services and products that are both professional and convenient. This means, they want to connect with brands as quickly as possible - usually online or with smartphones - without sacrificing quality and customer care.
The people on the front line of your organization are the face of your brand, and there are certain qualities they should possess to provide customers with a positive customer experience.
Critical Soft Skills
A buzzword in today's workforce, soft skills are those that are not necessarily taught. They include several traits that go beyond technical training and tie more into emotional intelligence. Soft skills include personal characteristics such as:
Empathy
Patience
Communication skills
Problem-solving skills
Flexibility
Reliability
Integrity
Self-discipline/motivation
Whether your front line employees are on the floor, in the cloud, or on the phone, these soft skills are essential to fostering great customer experiences.
Accessibility
Few things are more frustrating than not being able to reach a human being to ask questions and feel valued as a customer. If your front-line employees are not immediately available for service or inquiries, you could be losing customers. In fact, a study conducted by Lithium Technologies revealed that 66 percent of consumers expect a response to their query on the same day, and over 40 percent expect a reply within 24 hours.
Make sure your front-line employees are at the ready, prepared at any time to provide answers and service to new and existing customers.
Professionalism
Are your front-line employees in alignment with your brand? Ensure that these employees are setting a positive example for your organization. They should be able to carry themselves in a professional way that makes customers feel valued, heard, and helped.
Often, we can't always be available to monitor front-line employees and, in today's global workforce, many companies are outsourcing particular departments to ensure a positive customer experience. At Alliance Wireless Communications, we provide solutions for busy leaders who don't have time to make sure their front-line employees are performing at their best.
As an extension of your company, we ensure that your customers' needs are heard with professionalism, courtesy, and promptness and then relay the information to you. If you want to guarantee your customers are not lost to voicemails or unreliable front-line employees, contact us today to find out how we can help.