Personalization Principle #5: Competency

Last week, I wrote about the personalization principle of Commitment, and the importance that commitment plays in creating fast, friendly, hassle free interactions. (Plus check out the other Personalization Principles here: Authenticity, Hospitality, and Empathy.)

But let’s face it -- if you don’t have the competence, meaning the skills and ability to excel in your role, then your commitment will soon suffer.

Too many times in the customer service world, we are required to interact with someone who is friendly, who seems committed while they smile and tell you they do not have the ability to help you.

I think as a customer there is nothing more frustrating than someone smiling at you while telling you they cannot help you.

Competence and ability are role specific. Meaning, as a leader it is important to understand the need to put you and your team in a position to win with the customer.

If you are a leader, you need to enable your team with the skills and development that ensure they have the competence and ability to solve customer problems.

If you are an individual contributor, it is critically important for you to communicate what skills, competencies and development you need in order to excel with your internal and external customers.

Competence today does not mean you will be competent in the future. To be a winner in the personalization economy requires that you are continually learning, continually providing development opportunities and continually enhancing the competence and ability of everyone who serves customers from the inside out.

Competency 7PP

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Peter Psichogios is the President of Global Engagement Solutions whose mission is to help companies create engaging employee and customer experiences. Prior to joining GES Peter Psichogios served as an executive member of one of the largest Instructional System Association companies in the world. In this capacity, he led all the front-end analysis and worked directly with Dr. Ken Blanchard, leading the large-scale e-Learning and employee engagement initiatives. Peter has been fortunate to work with the who's who of the Fortune 500 and many of the world's fastest growing companies, helping them deliver innovative learning, engagement and recognition solutions.