A Guide For Improving Crucial Customer-Facing Skills

By Paula Quiroz

This blog serves as a guide to the different types of customer-facing roles and how employees can improve their skills within these roles:

What is a customer-facing role?

A customer-facing role is any role or job function that involves direct interactions with customers.

Customer-facing roles require employees to:

• Have a face-to-face conversations and interactions with customers
• Exchange emails with customers
• Talk with customers on the phone or on social media platforms

Employees within these roles are vital to a company. An employee’s behavior could influence the customer’s decision to continue their relationship with the company. Therefore, ensuring their customer-facing skills are at an optimal level is essential.

What are the types of customer-facing roles?

Most employees in customer-facing roles interact with external customers who are paying for a company’s products or services

In some cases, customer-facing roles can include those who deal with internal customers. For instance, Human Resources (HR) is considered a customer-facing role.

Some examples of customer-facing roles that fall under the customer service umbrella include:

• Customer service agent
• Customer support representative
• Customer success manager
• Client services coordinator
• Call center agent
• Receptionist
• Account executive
• Technical support representative
• Social media customer care

The responsibilities assigned to these professionals may vary, but they all have one thing in common: they are tasked with the responsibility of serving customers and ensuring their experience with a company is a positive one.

What are customer-facing skills and what can employees do to improve these skills?

Success in customer-facing roles requires a high performance level of:

• Communication
• Research skills
• Problem-solving
• Patience
• Empathy

A lot of the skills and traits listed above must continuously be exercised so that they become second nature and easily accessible to employees who frequently interact with customers.

The following tips may help employees improve the skills needed to provide a positive experience for customers:

• Practice makes perfect – interact with customers as much as possible
• Look for opportunities to help people
• Learn about the industry and customers
• Take on a do-it-yourself approach to identifying and solving problems
• Pay attention to personal customer experiences and develop customer service strategies based on that information

The employees who hold client-facing roles are essentially the brand ambassadors of the company. Furthermore, they’re usually the first interaction customers have with the company. Their role is incredibly important in the customer journey and as such it is key that their skills are continuously improving and at an optimal performance level.

 

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