When it comes to mastering customer service itself, Salesforce Trailhead advises “it’s a delicate balancing act” that requires agents to “simultaneously access all facts while addressing the customer’s emotions.”
It can get tricky and overwhelming in a hurry, which is why it’s so important that reps not only practice emotional intelligence for the customer, but also for themselves, so they don’t feel too stressed out and take customer backlash personally.
This unit helps reps develop active listening skills and apply critical thinking skills and emotional intelligence to their everyday lives and future goals in their customer service careers.
Active Listening begins when we stop just listening to reply, but listening to understand.
In everyday conversation, we may often find ourselves thinking of our replies instead of being present and empathizing with the person’s emotions and thoughts.
When we learn to do this, it’s not just our professional lives that benefit, but our personal lives as well.
To effectively participate in active listening, Salesforce Trailhead encourages reps to follow this process:
Set aside judgments
Listen for emotions
Listen for issues and impacts
And repeat what the customer says
Let the customer speak without interruption
Let the customer lead the conversation whenever possible
These amazing tips are explained in detail, in unit one, and as to encourage you to start your own educational journey, I won’t spoil the lesson ahead of time!
Next, Salesforce Trailhead provides two examples taht help us understand how to apply these principles – you can practice with and learn from them within it.
When there is a damaging situation at hand, Salesforce Trailhead encourages reps to remedy with emotional intelligence. Positive interactions from rep to customer often repair a brand’s reputation.
Emotional intelligence is comprised of five essential elements that, when practiced, create a great band reputation and company dynamic. They are:
Within the module, Salesforce Trailhead continues to walk us through classic use case scenarios and puts us in the spot of handling issues with this mindset.
When you’re ready to start developing your listening skills as a customer service rep, this is a great trail to start with!
Start your educational journey with Salesforce Trailhead here.
Next week, I will recap unit two with you.
As a reminder, you don’t need to have a Salesforce Org to learn from it. All are welcome to join this educational platform for free.