No two Communicators are the same. Some Communicators were simply born with social intuitiveness and an aptitude for customer care, while others need a bit more TLC to reveal their inner greatness. Don’t give up on a Communicator just because he or she has had a few hiccups along the way. After all, you want to make sure you give all of your employees a fair shot success. That being said, you must provide continuous professional development to ensure that all Communicators within your organization are achieving performance standards. Below are just a few of the qualities and skills you want to instill in your Communicators:

  • Positivity: It’s often difficult to stay positive with a challenging customer on the other end of the line.  Coaching your Communicators to use positive communication techniques will help them take control of a negative conversation and achieve timely resolution for the customer.
  • Attentiveness: To provide great service, Communicators must have the ability to really listen. Listening doesn’t just mean paying attention to what the individual is saying, but it also means reading in between the lines. For example, when a consumer says that he or she is having trouble finding a particular feature within your businesses product, what he or she is really saying is “please improve your user interface.”
  • Product knowledge: One of the most important skills Communicators need to have is product knowledge.  After all, how can Communicators help customers resolve their problems if they don’t know the product like the back of their hand?

By providing dedicated training for Communicators, you’ll be able to coach and develop skills in individual employees, which ultimately helps the entire team achieve its potential.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.