Quick… think back to the last outstanding service experience you had. What were the circumstances and who provided that exceptional service experience? Do you have that service provider in mind? Good. Now ask yourself this…was that person taught how to provide exceptional service experiences, or, is it just in their nature?
Are the people who provide exceptional service simply wired to do that, or is it something they learned as they navigated their way through orientation and new hire training?
I recently read an article about the skills that you must teach your customer service providers…your front-line, customer facing employees. Let’s look at those skills and you tell me, can these be taught?
- Empathy, patience, and consistency
- Adaptability
- Clear communications
- Work ethic
- Knowledge
- Thick skinned
According to the author of the article, these are the skills you should develop in your service providers. While I agree these are terrific attributes every service provider should possess, I am not sure they are teachable. Tell me, what is the best “thick skinned” training program you have ever completed?
I believe many “experts” sharing their opinions regarding the “skills” service providers must have are confusing attitude and personality traits with skills. Being thick-skinned, while a valuable attribute for a service provider, is not a skill. It is something you have, or don’t have, or something in between.
We all have some level of tolerance, another more formal term for being thick-skinned. We bring that tolerance level to the job with us. And the same can be said for empathy, patience, consistency, adaptability, and work ethic.
There are skills that can be taught and learned. But I would contend that the most important characteristics of excellent service providers are those they bring to you the day they first walk through your door. I believe the best service providers possess a combination of attitudes, knowledge, and skills.
My advice is to hire attitude, then provide the knowledge and skills necessary for success.
That’s what I believe…but what about you? Are great service providers a result of nature…or nurture? Share your thoughts and let the great debate begin!
billgessert 