Would you like to know the one skill needed in service for building relationships with your customer?
This skill is kind of like: ….. the zooming in and out of a lens on a camera. You know when to zero in on something and when to back it up a little. If you want a quality picture you don’t just point and shoot. You have enough awareness to adapt to any situation to get the best quality picture.
If you want your employees to;
Make good judgment calls when critical to the customer
Know how to read a room
Be aware of their social surrounds
Adapt their service style
Respond to unexpected challenges and still create results…
Then the skill I offer up is; Social Intelligence.
I first learned what Social Intelligence was all about when I mobilized the Wembley Workforce back in 2005. We were serving Dukes and Duchesses, high flying millionaires and Global Celebrities, we needed staff to be able to adapt their service style depending on who they were serving and depending on the social surrounds ie: a rock concert or a football game.
Many people get Emotional Intelligence and Social Intelligence confused. They are different and they also are both needed. To find out more about the difference between the two, watch this quick one minute clip where I explain it in some more detail.
As leaders, it’s crucial in service environments, that we not only know what skills to look for when seeking socially intelligent staff during the recruitment phases, but we also know how to reinforce and develop social intelligence with existing staff. If I was to define one skill you need in service; Social Intelligence would be it.
Based on a flurry of requests from last year’s workshop, I am running my One Day Social Intelligence Workshop in Melbourne on Tuesday 1st May.
If you want to know more, please reach out and let’s have a chat. I would love to help you and your leaders develop a more socially intelligent workforce to truly cultivate a service mindset in your business. Jaquie Scammell ‘Love Being in Service’
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