Is it time for you to evaluate your job descriptions and interview questions to see if they reflect what you really need from your staff? Are you using the same tired words and phrases you have been using for years: organized, focused, multi-tasker and a multitude of other attributes you value in an employee? These words don’t fit everyone. In fact, they may not fit applicants who have the highest level of soft skills that are invaluable to your company.
Soft skills make your employee special
Of course, many job positions do require a specific set of attributes. For example, customer service staff must be good with people. But less obvious are the attributes that make your customer service person outstanding instead of just competent. How about patience, empathy, a good listener, someone who truly cares about helping people and knows how to calm an angry customer? A good voice/tone and the ability to match the pace of the customer makes for smoother interactions. These are the soft skills that makes your employee special and you a lucky employer! Customers should feel that they are the only thing that is important at that moment. No matter what their issue was, your employee can leave them with a good feeling about your company. This creates customer loyalty and avoids nasty reviews.
It’s not just customer service staff that needs soft skills
Technically, almost everyone is a customer service person simply because they may have some contact with clients. Even if they don’t, they have contact with internal customers and co-workers and soft skills make for a better work environment.
For some employees, the soft skills come naturally and all they need is a little coaching on how to best represent your company. But for many of us, it is a work in progress. If you are lucky, you have a positive manager that coaches and encourages.
Whether you have a great manager or have to go it alone, here are a few tips to help you improve your soft skills and those of your staff:
- If you are having a bad day, leave it at the door. Pick up your worries and think about them on your way home if you need to
- Put yourself in the other person’s shoes and treat them as you would want to be treated
- Consider the best possible outcome and strive to achieve it
- Talk to your supervisor about what you are empowered to do for clients
- Always practice active listening
- Even on the phone, try to smile while you are talking to clients, your voice sounds friendlier when you are smiling
- For managers: take the time to coach your staff. Try some role playing to get everyone up to speed with their soft skills!
Remember, unless your company is selling a product or service that is not available anywhere else, customers typically have a lot of choices of where to buy. Use your staff’s soft skills to earn customers that will stay loyal even when there is a problem.
When you do find your job candidates, don’t forget to do your due diligence
Use a professional CRA (Consumer Reporting Agency) for screening your job candidates. An experienced CRA will save you time and money while staying in compliance. They will go through all the gathered information and verify that it is accurate.
For a free consultation or more information, contact Genesis Background Screening Services at 866 944-0041 ext 101. Online, you can email or visit www.genesisbackgroundscreening.com. You can sign up to be emailed whenever we post a new blog at https://genesisbackgroundscreening.com/blog/
Genesis Background Screening is not a law firm and provides our blogs for informational purposes only. Blog is not a substitute for experienced legal advice. Research laws or regulations mentioned in our blogs. Ask your legal counsel any questions you have to be sure your organization is within the law and compliant with regulations.
Jacqueline McClure
Genesis Background Screening Services
