essential when working with customers. 1. Empathy In a post-pandemic world of increasing automation, artificial intelligence and self-service, the way customers engage with organisations is also changing. They can (and often prefer to) do many actions for themselves, having built the confidence to embrace self-service. Customers across all generations are willingly turning to chatbots to resolve simple problems. However, they look to engage with empathetic team members with advanced problem-solving skills for more complex issues. The human connection becomes so much more powerful. According to Zendesk, “Demonstrating empathy and making better connections with customers to help them solve their problems has become a differentiator for successful companies.” Given the complexity of developing empathy, I have found some helpful tools to teach the skill in customer interactions. These include empathy mapping, reading customers’ emotions, and developing authentic, empathetic language. The ability to validate customers’ emotions andexpress empathy through language is essential for team members dealing with increasingly complex customer interactions. 2. Problem-solving Advanced problem-solving and the ability to pinpoint the issue and find a resolution are vital to working effectively with customers. This includes creative problem-solving, which is often the ability to look for what is not said and analyse and research customer problems. 3. Resilience Customer service involves high levels of customer contact, often with minimal time between interactions and handling multiple tasks at once. At a time when many customers have high levels of stress, customer service work is even more challenging. Workloads are heavier, responsibilities are increasing, people shortages are impacting many industries and difficult customer behaviour is increasing. Since the outbreak of Covid-19, Australian retailers have reported that aggression and abuse have increased by as much as 400 per cent. The ability to be resilient and bounce back from difficult encounters is essential in customer service. However, this must be supported by leadership with a strong focus on care for the team, which includes de-briefing and access to external counselling services for serious incidents. 4. Positive attitude Anyone who has worked a day in customer service knows the importance of attitude. It takes a massive amount of skill, knowledge and expertise to work with customers, show up every day and be present and customer focused. I have always maintained that a positive attitude is one of the most important things to bring to work. Yet this is not always easy when dealing with high volumes of customer contact, circumstances outside work and the daily challenges we face managing multiple demands at work and home. Self-aware team members who can self-manage and demonstrate high levels of emotional intelligence are more successful working with customers. 5. Conflict resolution The ability to resolve conflict and deal with difficult situations is another vital part of working in a customer service role. If people are conflict-averse, this part of the role becomes even more challenging. While we can provide training and support, problem-solvers who are willing to do whatever they can to turn customer dissatisfaction into satisfaction are a tremendous asset to the team, as they see difficult situations as a challenge and an opportunity. They can remain calm and in control even when the customer is not. 6. Communication skills Superior communication skills are essential to work effectively with customers. Working in service requires people to adapt to customers with different communication style preferences, cultures and backgrounds. This is coupled with the ability to deal with customers via various communication channels, including face-to-face, written, social media or live chat, depending on the role. Active listening is essential to understanding customers’ needs, wants and concerns. 7. Adaptability With new and constantly changing technology, we want people who are willing to learn and develop in a fast-moving environment. While a new team member can be taught the tools, products, processes and technology, the ability to manage the customer in such an environment is why a willingness to learn and adapt is greatly valued. 8. Caring Customer service is a people-focused job. Ultimately, a genuine desire to help people is the key trait of a capable customer service team member. People who are friendly and caring and demonstrate that they enjoy helping customers and can do so every day are assets to any team. This article is an edited extract from They Serve Like We Lead – How To Take Care Of Your People So They Take Care Of Your Customers by Monique Richardson.