One major insight I gained is how vital it is to have a strong understanding of your institution’s policies and procedures. Being knowledgeable allows you to respond quickly and accurately to questions, and helps prevent confusion or miscommunication. It's just as important to stay composed and supportive when things get stressful, as your attitude can significantly influence the customer’s experience.
I also came to appreciate just how powerful active listening can be. Giving someone your full attention, acknowledging their concerns, and responding thoughtfully makes them feel truly heard and respected. This not only helps resolve issues more effectively but also builds trust and leaves a lasting, positive impression. Together, preparation, empathy, and clear communication form the foundation for excellent customer service.
