Ever been hit by a situation completely out of ‘left field’? Yes, there is a lot of repetition in customer care, but there are also situations that are so completely ‘out there’ that we have to touch our fingers to our chins to close our own mouths.
One of the most important skills a customer care provider can have is the ability to read, evaluate and act on a situation. And we must do this as if it’s a normal occurrence quickly, and with confidence and grace.
Customer care providers use their understanding of people and psychology to size up things like sincerity, honesty, and seriousness to first assess the people involved. Next they use their broad knowledge of the company’s guidelines, products and services to see if and how they can address the issue. And finally, they read the overall situation and clearly communicate a solution to a customer. That’s a lot of reading.
If your ‘reading’ skills can use some sharpening, the first step may be to become a keen observer of human nature, a great listener and an empathetic help to people… no matter what the situation, or how strange and different it may sound.
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