Frontline reps require a wide range of customer service skills if they are going to deliver Hero-ClassTM customer service.
Like a father with his children, I don’t like to play favorites, but at some point, I must acknowledge that one skill is more important than all of the others.
That skill is communication.
Powerful, effective communication is foundational; without it, few other aspects of a customer’s experience will matter. Communication is the glue that keeps customer experiences from falling apart.Communication is the glue that keeps customer experiences from falling apart. Click To Tweet
Communication is integral to every customer experience. Even something that seems noncommunication-centered, like an online order, has many layers of communication attached to it. From the language on the website to the confirmation message at checkout to the email that is sent once the order is placed, communication plays a crucial role in even an automated experience such as this one. Read more