Empathy, tolerance and resilience, are key traits for Service Delivery Management professionals. To understand more about these skills in our team members, we asked about their journeys to developing empathy and tolerance and what makes them resilient. Their responses provide a window into the personal and professional growth that shapes these essential skills.
Prashant views empathy as the ability to understand and identify with the feelings of others, particularly in high-stakes situations. “We require empathy to be able to put ourselves in the shoes of the customer,” he explains. He describes how understanding the impact of issues on a customer’s operations, finances, and morale drives his empathetic approach. “Coming closer to these issues over time helps to further develop empathy and tolerance,” he says, highlighting the key role experience plays in fostering these traits.
Jürgen emphasizes the variety and learning opportunities each day brings. “No two days are alike,” he says, observing that every interaction with customers and internal teams represents a chance to become more empathetic. The diverse situations and requests encountered by the team add depth to their understanding and tolerance.
Sophie believes that while empathy is inherent in most people, it also has scope to be learned and trained. She points out that the ability to communicate problems effectively is crucial in order for empathy to manifest. “The ability to have empathy for customers’ or colleagues’ problems will eventually lead to greater tolerance, too,” she adds, observing that proper understanding of different behaviors and communication styles is a vital part of developing this tolerance.
Asked about resilience, Prashant reflects on the ability to persevere and manage stress. “Resilience consists mainly of the ability to continue doing something or striving towards your goals even when the going gets tough,” he says. His resilience has been nurtured by his love for his work and his commitment to achieving goals – qualities in turn fostered by many successful years in the service industry.
Jürgen’s reflections on resilience are shaped by the dynamic nature of the role. “When capacity issues arise, customers may ask service delivery managers to prioritize specific problems.” The SDM then has the challenging role of juggling the urgent needs of various customers while also ensuring timely resolution.
As Jürgen shows, the role of an SDM goes beyond mere issue resolution. It’s a role that involves strategic thinking, problem-solving, effective communication, and an in-depth understanding of the customer’s needs. With a critical role in both information management and problem-solving, Service Delivery Managers stand at the forefront of effective customer service.