March 8th is International Women’s Day and with the rise in demand for equal opportunities and an increasing awareness of gender equality, women are now successfully working in traditionally male roles and vice versa. But when it comes to good Customer Service, do women do it better and if so, why is the gender pay gap still growing?
There are a whole host of skills involved in delivering excellent Customer Service. Please don’t get me wrong, I’m not suggesting that all men don’t have the following five; just that they seem to come more naturally to women.
His Lordship never listens to me, never has and never will. He says he is listening but he isn’t really. He may be hearing me and can tell me what I have said but that’s not listening. It’s not that he’s being mean or that he doesn’t care, he just does not have the ability to listen to people the way I would listen to them. Good Customer Service involves not just hearing what the customer has to say or acknowledging it but also actively taking it on board and responding accordingly. Not just nodding your head in agreement then forgetting all about it.
For whatever reason it may be, women are seemingly able to empathise more than men and as such are more capable of understanding and sharing the feelings of others. Empathy is a major part of delivering good Customer Service, as you need to have the natural ability to put yourself in someone else’s shoes in order to really understand and share their feelings.
Good communication skills go hand in hand with good listening skills so if one is lacking, then so is the other. Generally men only communicate when necessary whereas women will communicate more often and more freely. Studies have shown that women are better communicators with an average of 10,000 to 20,000 words a day in comparison to a suggested 5,000- 10,000 for men. More talking does not necessarily mean better communication but it does indicate that women are much more interactive in how they communicate and that they encourage participation. This is vital if you want your customer to understand your message and know that you have understood theirs. Women are more likely to seek compromise, work with others to find solutions and communicate effectively to do so. Again this is absolutely fundamental to good Customer Service.
This is something that women are renowned at being good at. I don’t know about you but on a daily basis, I can take a phone call, plan a week’s meals, feed the dog, put a wash on, hoover the floor and write a blog post- all at the same time. The most His Lordship can manage is to eat his dinner whilst watching the TV and even that sometimes proves a challenge. He’ll always claim he can multitask but thinking about lots of things is very different to managing and doing them. Good Customer Service involves an element of successful juggling especially when you find you are being thrown a curved ball or two.
Patience is indeed a virtue and I have to be honest, it’s not one of my own personal strengths. However in the world of customer service, it is essential. It may take some time to deal with issues. You may have to do a lot of listening, a lot of compromising and endure a lot of earache from unhappy customers but the importance of keeping your cool is paramount to ensuring a successful outcome. Women are less likely to fly off the handle and instead are more likely to remain calm when under fire and positive when faced with negativity. Maintaining a degree of self-control is integral to delivering excellent Customer Service in order to achieve the necessary desired outcome and more frequently than not, your patience will pay off.
Of course these are just some examples of good Customer Service skills, and there are no doubt a number of areas where men will outperform women, or where they are level pegging. Although it’s easy to generalise, there are also a number of women to whom customer care is not second nature and men who will go that extra mile to help.
So when it comes to Customer Service as a whole, do women do it better? And if so, how can we even begin to justify a growing pay gap?
Happy International Women’s Day!
You can read a whole host of inspirational International Women’s Day posts from successful UK MoneyBloggers via the links below!
Mrs Mummy Penny talks about financial empowerment for women
Faith from Much More With Less talks about ways you can stretch your pension after retirement.
Financially Mint Women and Finance blog about reasons for doing a degree in finance.
Cat from Penny Wise, Life Rich suggests that International Women’s Day is a great day for women to think about being financially empowered!
Mamafurfur talks about financial decisions and life decisions to be successful for women in particular
Mums Savvy Savings blogs about what we must do to raise sporty girls
Joleisa from Penny Pinchers’ Paradise talks about recognising the value of women’s work
Thrifty Mumma Thrifty Bubba talks about what she has learnt about money from the women in my life
ThriftyMum’s blog contains tips for women on how to ask for a pay rise to help close the gender pay gap
The Money Whisperer’s open letter to her daughters for International Women’s Day is great.
Esther from Money Nuggets looks at how to close the gender pay gap
Maria from The Money Principle talks about 10 ways you can increase your income without working more
Bronni talks about why she doesn’t invest The Money Saving Mum talks about her thoughts on Women’s Day
Marie from Broke Girl in the City talks about why IWD is still important
Jane from Skinted Minted Mum has posted about how to become an investment Wonderwoman
And last but not least, Eileen from Your Money Sorted talks about why women need to talk about money
Happy International Women’s Day! #WomenRockMoney #BalanceforBetter #IWD2020