The best reps have an ability to truly understand what a customer is experiencing.
They are able to connect and make customers feel heard in every interaction.
In every tool we use, in every decision we make and in every conversation we have - we should always be thinking about the customer.
Customer Centricity is all about making sure that everything points back to the most important thing; the customer.
In customer service, it would be impossible to map out everything that could possibly happen on each interaction.
It's critical to have talented reps that can think beyond the black and white and work well within the grey.
Customer Service can often be a difficult and, sometimes, thankless job.
Having representatives that take a hard day and find a silver lining - a way to grow, a lesson to learn, a path to a more successful tomorrow - is the reicpe for long-lasting & happy customer serivce talent.