Customer Service Skills

 In Customer Service

Customer Service Skills

coursedetailsWhat exactly is customer service?

Customer service refers to the act of offering support to customers, both current and prospective. Customer service representatives are often available to answer customers’ questions via phone, email, chat, or social media. They may also create documentation for self-service support.

Customers can also be defined by organisations based on their customer service philosophy and the type of service they provide. Help Scout defines customer service as providing prompt, compassionate help that keeps customers’ needs in mind.

Why is customer service so important?

A good customer service experience is a great revenue generator. Customers receive a seamless, consistent experience that is aligned with the organisation’s mission. Customer service is the foundation of customer experience. This allows you to leverage it as an opportunity for customer delight and engagement in new, exciting ways.

How to ensure your customer service team is competent, compassionate, and engaged. What’s the best thing you can do for your customers? It is obvious, but it is often overlooked.

Adaptability.

Each customer is unique and may change from week to week. It is important to be able handle unexpected situations, feel the customers’ moods and adapt accordingly. You should also be willing to learn. Customer service is an ongoing learning process.

Clear communication.

Customers should understand what you mean. Your customer shouldn’t think he is getting 50% off, when in fact he is getting 50% more product. Keep the conversation positive and upbeat, be happy no matter what, and confirm that your customer is satisfied.

Work ethic.

Customers value a representative who is willing to solve their problems. You must also be able to manage your time well and not spend too much time dealing with one customer while the rest are waiting. To achieve the perfect balance, you must stay focused on your goals.

Knowledge.

Your customers will rely on your product knowledge. Keep up-to-date so you can respond to all inquiries. Know where to go if they get too technical or detailed. Don’t be afraid of saying “I don’t know”. Your honesty and efforts to find the right answer will be appreciated by your customers.

Thick skin.

It is important to be able to accept criticism or take responsibility for others’ mistakes. Your team must remember the customer’s happiness, regardless of whether they are working directly with customers or seeking feedback via social media.

Customer service skills

1. Problem solving skills

Sometimes customers don’t know how to diagnose their problems correctly. It’s often up to the support representative to try to replicate the problem before finding a solution. This means that they must be able to see beyond the problem and also identify the solution the customer is seeking.

Good customer service interactions will anticipate this need and may even go the extra mile and manually reset the login details and provide new login information, while also educating the customer about how they can do it themselves in the future.

Other times, a problem-solving professional may just be able to give preemptive advice or offer a solution that the customer didn’t know was possible.

2. Patience

Customer service professionals need to be patient. Customers who call customer service are often confused or frustrated. Customers will feel more comfortable if they are listened to and treated with patience.

It is not enough to end customer interactions as fast as possible. It is important for your team to take the time and listen to each customer to fully understand their problems and needs.

3. Attentiveness

It is essential to listen to your customers in order to provide great customer service. It’s important to not only pay attention to customers’ experiences but also to listen to all feedback.

4. Emotional intelligence

Great customer service representatives are able to connect with anyone, but are especially adept at helping frustrated customers. They don’t take things personally. Instead, they are able to intuitively see where the other person is coming form and can communicate empathy quickly and prioritise.

5. Clear communication skills

Your customer support team acts as a two-pronged bullhorn and is at the forefront of solving problems for the product.

It is essential to communicate clearly with customers. Miscommunications can lead to frustration and disappointment. Customer service professionals who are the best know how to communicate clearly with customers and not leave any doubts.

6. Persuasive Speaking Skills

Consider the persuasive speaker in your company. Are they salespeople? The answer is likely yes. While persuasion is a key selling skill, it can also prove to be incredibly valuable for customer service. Your reps transform problems into solutions, and customers who aren’t averse to your brand into loyal ambassadors. Your reps must be confident, positive, and persuasive in order to convert customers.

7. Positivity to use positive language

Your customer may contact you because they have a problem. Reps must remain positive, regardless of the customer’s frustrations, anger, or defeatism. While it is okay to sympathise with customers, it is a crucial component of great customer service. However, you should keep the conversation as positive as possible. Use positive language to steer the conversation towards a positive result. Concentrate on the solution. Recognise customers’ patience, understanding, loyalty, and valuable support.

8. Willingness to improve

No matter what position they are in, employees must be willing to learn new skills. This is a skill that we all need to be successful. It’s still applicable to customer service representatives. Customers’ expectations change constantly and new technology is constantly being developed to meet them. Every day we learn something new on the job.

Last Thoughts

Customer service skills refer to the behaviour you use when dealing with customers. These skills can be helpful in following up on a conversation. As an example, if your job is as a virtual assistant in a technology company you might need to assist customers with troubleshooting their devices. You will probably need to use multiple skills in order to accomplish this.

You will likely use active listening skills after your conversation to take action items and complete follow-up tasks. To work effectively with others, you will need different skills in order to create an effective solution. These skills can be applied to situations with colleagues as well.

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