Bridging the Gap: Knowledge and Compassion in First Contact Roles

Over the years, I have had many jobs, including but not limited to, a front desk personnel. As a first contact employee, I had to do many personally rewarding things that were not outlined in my job description. I had to listen, allow myself to move in urgency in others situations because their lives were in danger, reach out and clasp a hand and explain a legal order explaining to this person they were about to lose their home; offer a stranger tea when they walked into a completely wrong department emotionally distraught due to abuse; and many others. Did I think these were situations I would have had to handle? Not. But my ability to navigate them with compassion cemented my character as a compassionate leader.

What I have learned, as many employers continue to bemoan the level of customer service or service delivery by first contact employees, is that the quality of service usually boils down to two things:

1. Job Knowledge

2. Delivery with Compassion

Job knowledge continues to be the Achilles heel for many first contact employees because many employers assume that the first few days of orientation and training are sufficient for the transfer of, well, knowledge, skills and culture. The reality is that training is continuous. Passive (Tacit and Implicit) knowledge and culture, which very often is not aligned with legislation and internal company policies, is transferred and can negatively affect your organization. This can harm the efficiency of your internal and external business transactions, especially for your customers who depend on the information shared with them. This can lead to confusion and frustration, which we certainly want to avoid.

The most important quality of all - Compassion. Compassion is the quality that truly transcends service delivery. When a first contact employee operates from a place of compassion, they don't just process requests; they connect with the person behind the inquiry. It's that moment where you dispense with your jacket of formality and move beyond your role to affect someone's life and bring about the desired result. It is the human element that elevates service from mere transaction to a meaningful and memorable experience.

It's not a doubt. You will not find compassion in the job vacancy poster or in the job description, but when customers do not experience it, your entire organisation feels its absence.

Don't let compassion remain an unspoken expectation. Start the conversation within your organization about its importance and explore ways to cultivate and reward it in your frontline teams. For more, contact us here at Proactive HRM Solutions where delivery of service with expertise and compassion is our way of life.