Personal skills and qualities

Personal Skills for Managing Performance and Development

Self-Motivation: Becoming confident in independently solving problems and making decisions is key. The ability to self-start and continue working, even when situations become tough and tedious, is important.
Time management: Time is a valuable asset. Effective management of time to meet deadlines, prioritise tasks and reduce stress is required in a customer service role.
Goal Setting: Understanding how to identify short and long-term goals, and designing a plan to track progress and achieve these within the required timeline is necessary for personal performance.
Self-Assessment: Regular checks and reflections on personal skills and qualities help identify areas of strength and where improvement is needed.
Communication Skills: Excellent verbal and written communication skills facilitate clear and appropriate interaction with colleagues and customers.
Interpersonal Skills: Building meaningful relationships with colleagues and customers alike is crucial. This includes being approachable, listening to concerns, and understanding needs effectively.
Problem-Solving Skills: Tackling challenges proactively, making sensible decisions quickly, and presenting innovative solutions to problems are qualities that improve work performance.

Key Qualities for Customer Service Roles

Patience: Customers may have complex needs or be frustrated. Staying calm and patient, listening carefully, empathising, and offering constructive assistance will enhance service delivery.
Resilience: The ability to recover quickly from difficulties; toughness. The higher the resilience, the more readily a person can bounce back from challenges or changes in the workplace.
Positivity: Having a positive and energetic outlook can create a pleasant working environment and experience for customers.
Teamwork: Being a good team player fosters a harmonious work environment, enhances productivity and facilitates shared learning and development.
Empathy: Being understanding towards customers’ needs and situations fosters stronger relationships and can increase customer satisfaction and loyalty.