Whether you are already working in the customer feedback industry or looking for a job, you should know what the top 5 qualities professionals in the industry tend to have. Read below to find out the most important skills and traits you should have to succeed in the industry:
Enthusiasm for one’s job is probably the most important quality in any profession. Why? Because enthusiasm is contagious! Therefore, if a customer gives feedback to an enthusiastic employee, who is excited to hear them out and help them, then the customer gets enthusiastic as well. As a customer feedback professional represents the company, the customer will connect this positivity with the brand. This will lead to a better brand image and more customer engagement.
Therefore, if you want to improve the productivity of your reputation management team, make sure that they are satisfied with their job and working environment, so that their enthusiasm can flourish.
2. Communication skills
Communication skills are crucial for anybody working in the customer feedback industry. Both written and verbal communication skills are relevant when replying to customer feedback or handling complaints. Written communication skills usually come into play when replying to customers via email, in live chat or on social media.
On the other hand, verbal skills can be even more important when dealing with customers on the phone or in person. This also includes people skills and empathy.
Any professional working in the customer feedback industry has encountered at least once a customer who is unreasonable or plain wrong. However, proving your customers wrong won’t get you anywhere. Instead, being patient and showing understanding can go a long way to fix the problem. Patience is the ability to accept any delays and issues without frustration. This will ultimately raise the level of customer satisfaction and lead to faster problem-solving.
Some tips for keeping your cool and remaining calm in a stressful situation is to, first of all, recognize that impatience has arisen. Then investigate the feeling of impatience and end by using logical thinking to transform it into patience.
4. Good stress management
Customer feedback management is often associated with some degree of stress, as customers might be discontent, unreasonable or angry. However, as a professional, you can’t let this get to you! You need to learn proper stress management, so that you don’t feel overwhelmed or depressed. Furthermore, consider the way you perceive problems as a positive challenge vs. a negative stressful event.
Often a customer feedback professional has to handle multiple things at once, be it a couple of customer support chats or finding up information online while being on the phone with the client. This requires flexibility so that you can handle information coming from different sources all at the same time. In addition, flexibility relates to the skill of finding the solution which will fit the specific situation and the exact customer.
By working on those 5 crucial qualities you can up your game from a mere customer feedback employee to a professional! So what are you waiting for?