One of the most overlooked aspects of great customer experience is the self-confidence of those who work with customers.
Self-confidence is important because it is inextricably tied to competence.
When frontline service reps lack confidence in their positions, they often fumble about struggling to perform. This creates a further decrease in confidence, which results in a downward spiral that is inevitably felt by the customer.
We’ve all seen it happen.
The link between confidence and competence is not only in the mind of the service provider but also in the mind of the customer. Read more