If you’ve been following this blog for a few weeks, you’ll remember that I discussed in previous posts the top traits required of agents who want to provide only the best customer service, including a positive attitude, problem solving skills, and product knowledge. We determined these critical traits after surveying our own top agents, and in this, the 4th post in a five-part series, I’ll be discussing another invaluable trait: patience.
Good, old-fashioned patience imbues a sense of calm, particularly with a customer who is frustrated or uncomfortable. High-caliber agents who are long on patience typically have strong capabilities for problem-solving and active listening. They find it easy to convert a difficult customer interaction into a successful outcome, often while saving an account or sale.
Three Tips for Success
- 1. Ask agents for their definition of patience to understand their perspective.
- 2. When considering an agent for hire, ask for scenarios where patience paid off for them.
- 3. Role-play to include scenarios to play out patience and compassion.
Agents Weigh In
I had a couple who ran their own business and who were totally computer illiterate. I had to walk them, start to finish, through networking their office and getting their software up and running. They were elderly. It took 7 hours. When I realized that it was going to take all day, I just had to approach it with a lack of speed. I had to explain things in non-technical words, have a lot of humor about the situation, and never, ever be patronizing to these people to whom computers seemed like a flying saucer would to me.