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Using Customer Support Skills to Enhance Employee Experience

Positive Employee Experience Is Key to Retention Efforts

In today’s competitive job market, retaining top talent in the face of talent shortages has become a priority for many employers. The Great Resignation continues to impact employers, with employees demanding better work-life balance, greater flexibility and more fulfilling careers. As a result, employers are realising the importance of creating a positive employee experience that goes beyond just keeping workers in their current roles.

Creating a work environment that puts humans at the centre can benefit both employers and employees by promoting flexibility, fairness and equal opportunities. Businesses must focus on creating a culture of trust where employees feel valued, and their concerns are heard and addressed. It’s also important to develop your people as experts who can preserve institutional knowledge and contribute to a more collaborative work environment that attracts new talent. One effective way businesses can create this company culture is by incorporating customer support skills into their practices.

Customer Support Skills Are Crucial for All Business Leaders

Customer support professionals spend their careers improving the experience of their clients, and employers can learn valuable skills from these professionals to create more positive employee experience strategies. Here are a few customer support skills that can benefit employers in creating a better work environment.


Customer support professionals know how to think on their feet and meet the unique needs of their clients. This flexibility and adaptability are critical for leaders who must support a variety of employees with different needs. For example, some employees prefer in-person meetings, while others favour communicating via email or phone. Adapting to various learning and communication styles helps create a more personalised, positive experience for every worker.

Problem Solving

It is common for customer support specialists to have to handle difficult situations, often with frustrated or angry customers. They take on an ownership mindset to solve problems for their clients, which involves taking responsibility for problem-solving and outcomes and being empowered to make decisions that lead to achieving a specific outcome. Leaders who integrate transparency, autonomy and empathy are vital in cultivating this mindset among a team.

Problem solving skills are imperative for any leader, but equally critical is recognising when a solution is beyond a team member’s scope or the problem is beyond their own. Finding solutions to difficult problems or handling tough situations may require additional stakeholders to help solve. Knowing how and when to escalate a problem is vital to managing workers and can help streamline the process of finding a solution.


Customer support professionals are excellent communicators as well as active listeners. They need to relay information clearly and compassionately while listening to their clients to identify any additional needs or concerns. Employers can reflect these skills through a feedback-rich environment where employees feel comfortable sharing their opinions and all employees (regardless of tenure level) have regular touchpoints to discuss their progress. A transparent work environment benefits everyone when employees receive essential information effectively and their views are considered.

Customer Support Mindset

The primary objective of customer support professionals is to ensure their clients’ success. Supervisors and team leaders can gain valuable insights from this positive approach and readiness to assist. One of the most crucial roles of employers is to champion their staff. Supporting employees in their pursuit of success and focusing on their needs makes them feel appreciated, cultivating a positive work atmosphere.

By instilling customer support skills within leadership and providing employees with the support they need to thrive, companies can improve the employee experience and retain top talent. In today’s job market, investing in the employee experience is not only the right thing to do, it’s also good business.