1. Empathy

Can your people see the customer’s point of view? By actively listening and understanding the customer’s concerns, your frontline teams will be in a better position to suggest an appropriate solution.

2. Effective communication skills

Whether you are in retail, a call centre or out in the field –choice of vocabulary and use of positive language helps frontline teams better manage the conversation. Being self-aware is a key part of connecting with customers.

3. Confidence

Your frontline teams will benefit from having confidence in their ability to conduct high quality conversations with customers.

4. Flexibility

The ability to empathise with customers and seek mutually satisfactory solutions can demand a great deal of flexibility on the part of frontline teams. Being able to quickly adapt their approach and style to each particular situation will give customers confidence that they are being listened to and understood.

5. Willingness to learn and use feedback to continually improve

Research has shown that the attitudes and behaviour of employees impact a customer’s perceptions of the quality of service (McKinsey & Co). The attitude and leadership style of line managers is critical in developing the capability of their frontline people to deliver an excellent customer experience.