
This week has been full of research and insights into the world of customer success, and I’m stoked about what I found!
These are 5 traits and skills that will skyrocket your results in this field, accompanied by quotes and insights from Hannah Dickey, who is the Patient Service Coordinator at Remedy, a leading walk-in urgent care provider. Hannah is a high-caliber player in the world of customer success and is building a team that will surely revolutionize the standards of in-home care and communications between customers and providers.
Patience
If you are in the business of helping people, you know that patience is vital for everything to move smoothly and proactively.
As Hannah puts it: “There’s nothing better than being the best part of someone’s day.”
Hannah expressed how rewarding it is to handle a high-stress situation and come out of it with a satisfied, relieved, customer. You need a certain level of patience to earn that outcome.
Empathy and a love for people
Without genuine love for people, you lose the heart of this role. Every tier of customer success must have authentic empathy and joy within the team.
“I’m obsessed with people. I love figuring out how best to help them.” Hannah, on why she was drawn to this role.
Creative problem solving
Problem-solving is useful in most roles. But with this one specifically, it is paramount. You’ll need to build up a hearty stock of solutions for a wide variety of issues, and be efficient at coming up with the right one at the right time.
Communication/Active listening
Hannah framed how important it is to listen in this role. “Let them talk. Hear them out.”
Active listening goes beyond nodding along and smiling. You must be willing to genuinely offer understanding and solutions. Hannah has a firm grasp on this, and a true heart for service.
Strong diffusing and delegation skills
Along with understanding comes knowing when the situation needs to be passed over to a manager, a boss, a PIC. You need a steady course of action and response to confrontation or disputes of service. As Hannah put it, “Reading the room.” taking stock of all the information available and deciding how best to move forward.
That’s what I gathered from this week of research.
If you want to know more about what Hannah’s up to, click here.
Thanks for reading!