The best leaders possess a broad range of skills amassed over time and utilized in a way that betters the possessor and the company. These skills can be interpersonal, technical, or even service-oriented. In fact, individuals that demonstrate superior customer service skills are frequently better-suited for long-term leadership. Practice the following customer service skills in front of your employees and clients on a regular basis to position yourself as a competent leader.
As a leader, it’s often easy to ignore feedback coming from your subordinates or clients. Employees and customers are less likely to see the big picture when they aren’t privy to the same information you have access to in a superior role. That being said, these individuals do have one thing you don’t: perspective. The people that work for you and the people that you work for are on the ground level of every aspect of your business. When they offer up an opinion on a process or procedure, it’s a good idea to hear them out. You aren’t required to act on every piece of advice, but taking each one under consideration helps solidify you as a reputable leader.
Work The Front Lines
There’s nothing that customers like to see more than leadership getting involved in the day-to-day aspects of your business. It demonstrates that you truly understand the importance of what you do and how it impacts the customer service you deliver. Spend some time working face-to-face to with your client base to build relationships and provide a professional, positive example for your employees.
Follow up on Reviews
Clients don’t leave reviews unless they feel like what they have to say is important. By taking the time to read and respond to each review, you are ensuring that your customers feel acknowledged and respected. The good reviews are a chance to thank them for utilizing your service, and the bad ones are a chance to turn negatives into positives. Not only will clients feel appreciated, but employees will be proud to work under a leader that truly cares about each and every interaction the company is engaged in.
Sometimes employees and clients are too polite to deliver feedback and reviews in a direct manner. For this reason, it’s important that leaders consistently keep their ear to the ground when it comes to their company. The buzz in the office or at the construction site can often be just as valuable as an in-person interaction with your team. Conversations between clients have the potential to provide the same insight. Listen for consistent messaging to identify action items or topics that may need to be addressed on a broader medium.