Good people make good service. Good service makes good people.

Listed below are competencies extracted from the Emotional Competence Framework of the Consortium for Research on Emotional Intelligence in Organizations. They are the competencies that matter most to the success of customer service providers. Conversely, when we practice service - whether on customers, family members, colleagues, or communities - we become better at these competencies. We become better people.

Outstanding customer service providers:

• Realize the links between their feelings and what they think, do, and say
• Have a guiding awareness of their values and goals
• Are reflective, learning from experience
• Are open to candid feedback, new perspectives, continuous learning, and self-development
• Are able to show a sense of humor and perspective about themselves
• Can voice views that are unpopular and go out on a limb for what is right
• Are decisive, able to make sound decisions despite uncertainties and pressures
• Manage their impulsive feelings and distressing emotions well
• Stay composed, positive, and unflappable even in trying moments
• Think clearly and stay focused under pressure
• Act ethically and are above reproach
• Build trust through their reliability and authenticity
• Admit their own mistakes
• Meet commitments and keep promises
• Hold themselves accountable for meeting their objectives
• Are organized and careful in their work
• Smoothly handle multiple demands, shifting priorities, and rapid change
• Adapt their responses and tactics to fit fluid circumstances
• Seek out fresh ideas from a wide variety of sources
• Entertain original solutions to problems
• Generate new ideas
• Are results-oriented, with a high drive to meet their objectives and standards
• Set challenging goals and take calculated risks
• Pursue information to reduce uncertainty and find ways to do better
• Learn how to improve their performance
• Readily make personal or group sacrifices to meet a larger organizational goal
• Find a sense of purpose in the larger mission
• Pursue goals beyond what’s required or expected of them
• Cut through red tape and bend the rules when necessary to get the job done
• Persist in seeking goals despite obstacles and setbacks
• Are attentive to emotional cues and listen well
• Show sensitivity and understand others’ perspectives
• Help out based on understanding other people’s needs and feelings
• Understand customers’ needs and match them to services or products
• Seek ways to increase customers’ satisfaction and loyalty
• Gladly offer appropriate assistance
• Grasp a customer’s perspective, acting as a trusted advisor
• Are skilled at persuasion
• Fine-tune presentations to appeal to the listener
• Are effective in give-and-take, registering emotional cues in attuning their message
• Deal with difficult issues straightforwardly
• Handle difficult people and tense situations with diplomacy and tact
• Orchestrate win-win solutions

In addition, outstanding customer service leaders:

• Acknowledge and reward people’s strengths, accomplishments, and development
• Offer useful feedback and identify people’s needs for development
• Mentor, give timely coaching, and offer assignments that challenge and grow a person’s skill.
• Understand the forces that shape views and actions of clients, customers, or competitors
• Accurately read situations and organizational and external realities
• Use complex strategies like indirect influence to build consensus and support
• Listen well and seek mutual understanding
• Welcome sharing of information fully
• Foster open communication and stay receptive to bad news as well as good
• Articulate and arouse enthusiasm for a shared vision and mission
• Step forward to lead as needed, regardless of position
• Guide the performance of others while holding them accountable
• Lead by example
• Recognize the need for change and remove barriers
• Challenge the status quo to acknowledge the need for change
• Champion the change and enlist others in its pursuit
• Model the change expected of others
• Spot potential conflict, bring disagreements into the open, and help deescalate
• Encourage debate and open discussion
• Build rapport and keep others in the loop
• Make and maintain personal friendships among work associates
• Balance a focus on task with attention to relationships
• Collaborate, sharing plans, information, and resources
• Promote a friendly, cooperative climate
• Model team qualities like respect, helpfulness, and cooperation
• Draw all members into active and enthusiastic participation
• Build team identity, esprit de corps, and commitment
• Protect the group and its reputation
• Share credit

See also this article which codes the whole EC Framework according to customer service requirements: basic competencies, higher-level competencies, and competencies for customer service leaders.

Comments

[Tom Vander Well]

I've seen this list before, and I agree that these are all great qualities, but I must admit I looked it over and a sarcastic voice in my head said, "Yeah, and when you find someone with all these qualities - let me know!"