September 24, 2022


What are some ways companies can improve customer service in today’s lean environment? originally appeared on Quora: a place to acquire and share knowledge, empowering people to learn from others and better understand the world.

Answers by Charlene Walters, PhD, Business & Branding Mentor, Corporate Training, on Quora:

Many of today’s service experiences leave something to be desired. This is mainly because there has been a dramatic reduction in the soft skills of employees over the past few years. These skills include things like professionalism, courtesy, courtesy, attention to detail, and more. I attribute this decline to two main causes:

  1. A significant reduction in human interaction during a pandemic
  2. Lack of staff

Unfortunately, the employees who remain in the companies are overworked and their attitude towards work has declined as a result. So how can employers turn this situation around?

  1. Train employees in soft skills and offer incentives for excellent service. If implemented, your customers will have a much better experience and so will your employees.
  2. Look for soft skills in the hiring process. You can do this in a number of ways, such as asking probing questions and using activities and role-playing scenarios when interviewing potential candidates.
  3. Put activity planning front and center. If your employees are overworked, their soft skills will naturally decline. They will become grumpy, resentful and the interactions they have with customers will not be positive. Make sure scheduling issues are worked out in advance to prevent this from happening. That should be one of your main areas of concentration.
  4. It will take some time to reverse this decline, but we must start now. We don’t want our soft skill level to drop further. So it is crucial to focus on correcting this situation as soon as possible.

This question originally appeared on Quora – a place to acquire and share knowledge, empowering people to learn from others and better understand the world.



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