customer centric skills

We believe we are not wrong if…

We affirm that in any moment of the relations with your clients, you have felt frustrated, nervous or blocked. Maybe because you were not able to close a budget you prepared carefully. Or maybe because the relation does not flow as you would like.

In this post we want to share with you some basic resources we believe may help you. If you put them into practice, for sure you will enjoy more the relations with your clients, as you will acquire more confidence. You will get to know them better and you will know how to exceed expectations thanks to an excellent and memorable treatment.

If you are in the Human Resources department, these resources may also be useful in the moment of defining and select profiles oriented 100% to customer satisfaction.

Let’s begin!



Skill 1 – Know how to listen to detect customer needs

If you listen to another person without interrupting and in a conscious way, you have in your hands a highly valuable information source. We explain everything in our own words but also with our body. If you observe and listen carefully, you will receive information on how the other person thinks and feels, which may translate into an opportunity to discover his/her needs and offer solutions.


Skill 2 – Take care of what is communicated

Your gestures, the way of speaking and writing, your image, punctuality, work space… all explains something about you. You need to observe yourself (no obsessing!) in order to be able to amplify your skills and behaviors in relation to the client.

It is important to maintain coherence and consistency in all messages you send to the others. For example, if your client observes your Twitter profile, he/she should be able to recognize your values and your way of being and doing.


Skill 3 – Be resolutive and proactive

In times of conflict or problems, we may not offer a total solution that closes the topic, but at least, you should be able to carry out a “basic cure”. After that, you will have to find out what process or element has not worked out.

We talk about being proactive because you need to plan ahead the possible problems your customers may have before, during and after the use of your product or service. If you get to know your clients in a profound way, you understand their emotions and experience the same as them, then you will be able to identify the critical points of their journey with your company and make changes and improvements.


Skill 4 – Comply with deadlines and arrangements made

As your clients, you also have a personal life, a family and social life, etc., but if you arrange with them that you will send the budget tomorrow, do it. If you tell the client you will send a report in two weeks, comply with it. If you assure them you will call whenever you have the information they need, call them. Always be professional.

If it is not in your hands to comply with your customer 100% because you depend on third parties, the best solution is to keep your client informed so that he/she is calmed and is sure that his/her worries are important for you.


Skill 5 – Continuous Training

We all know that day by day it is more important to specialize and be experts in our fields, whichever they are. This is the way to be able to help and build solutions to customer problems in an efficient way.

Nowadays we have access to hundreds of information and training sources. There should not be any excuses to not learn and be updated of our professional field tendencies.

If you do not know the answer to a question raised by a client, it is okay: we are not infallible. As long as you recognize it without excuses and look for the information needed to answer to the client as soon as possible, there will be no major issue.


Skill 6 – Follow-up

We tend to forget the leads and prior customers. Most of the time because we do not have an agile and easy system to make us keep the contact information and their purchase history, or simply because we spend the day working on priority stuff and any follow-ups may remain on the background.

We can use from a CRM to a simple paper agenda to organize ourselves, but it is fundamental to have a data base of our clients where all information is centralized and updated, while also having a 360º vision. This will allow us from inviting them to events, to sending an email to check how is everything going.

If you forget your clients, you lose. No purchase repetition, nor recommendations or having an honest bond with them in the long term.


Skill 7 – Ask for opinions and questions

Let your customer be involved with your business. Ask him/her openly if what you offer fits with what he/she wants. If he/she is happy or needs anything else from you.

Asking is a way of showing the other person we are interested in his/her world and that we want to know more of his/her. And with clients, it is the same. Adapt to their profiles and show you are honestly worried for them and for their issues as you are the one that can help them. If you don’t do this, maybe your competence will do it for you.


Skill 8 – Get to know the client and adapt to their profiles

A very useful and powerful tool that may help you are the Customer Persona or Buyer Persona. They are semi-fictious profiles that represent our clients: their lifestyle, behaviors, fears and motivations… Put a face to them and a name and think how your client Estela or Héctor will do it. Estela may hate talking on the phone and therefore prefers an email. Or maybe needs a manual because she does nor want to call Customer Services.

It will be tiring o dedicate resources to things your customer does not value. Focus on what is of value for him/her, and for what he/she is willing to pay.


Skill 9 – Recognize mistakes and apologize

The day is full of emotions and thoughts, nerves and workload. Sometimes we make mistakes and our mistake affects our customers directly. To demand from yourself absolute perfection will lead to frustration and in consequence, to not offering a good customer care.

Our advice is that you have to assume that “to err is human” and that you must know how to apologize because the customer will value it. Also, customers will trust you more if they see that when there is a problem, you do not hide and instead, you look for a solution. If you do not leave him hanging when things get ugly, he/she will be more comprehensive in other similar situations.


Skill 10 – Self-knowledge

¿Why don’t you do a SWOT analysis periodically? Take a few Post-itⓇ and write in each one of them at least one Strength, one Opportunity, one Weakness and one Threat. You will have a broader vision and you will also give yourself the opportunity to improve and exceed.

Finally, do not forget the following words and you will be top and 100% customer centric!

  • Determination
  • Comprehension
  • Empathy
  • Good time management
  • Emotional control
  • Ethic
  • Positive attitude and enthusiasm!


And you, do you consider yourself a 100% customer professional? Will you add or remove any skill?

If you need a coaching session or a motivational talk for your team, we can help you and accompany you throughout the process. Get in contact with us!