Customer Service Skills for Good Business
- 1. 1 Customer Service Skills for Good Business There are universal skills that every support member can master if they are forward-facing with customers. Here we identify the 15 most-needed skills to master this incredibly important position. 1. Courtesy. Being polite and sensitive to the customer’s concerns is the first rule of good communication. Acceptance and appreciation of personal value is to make each customer a VIP. A friendly and caring attitude will create the right atmosphere for successful problem solving. 2. Humanize the relationship. Try to find common ground, shared interests. Customers want to feel like they have access to real people. Verbal assurances with appropriate tonal inflection will dispel the notion of speaking to a robot. 3. Empathize. Practice active listening. Some customers will be irate. Others will be full of questions. Reflect their feelings by saying things like, “That must have upset you” or “I can see why you feel slighted.” Clarify and rephrase what the customers say to ensure you understand them. 4. Admit mistakes. This builds trust and restores confidence. It refocuses the customer’s attention to more quickly resolve the issue. 5. Appreciation. Let the customer know they are appreciated by their long record of membership, or response to some form of advertising. Try to find out what attracts them to your company for trust and long-term loyalty. 6. Patience. Time spent with the customer is used to better understand their problems and needs. They would rather get competent service than to be rushed out the door! Listen to them and always exercise self-control. 7. Consistency. It is necessary to maintain one’s usual cheery persona in spite of dealing with people who may be just plain grumpy. Others will just be chatty. One must know how to handle all of them and provide the same level of service every time. 8. Knowledge. Stay informed enough of company products and policies to respond to most inquiries and know where to turn if the questions become too detailed or technical for you to answer. 9. Clear communication. Use authentically positive language, stay cheerful no matter what; and never end a conversation without confirming the customer is satisfied. By
- 2. 2 speaking in a strong, steady voice, asking direct questions of the customers, and keeping track of what you need to do, you will convey confidence without being aggressive. 10. Adaptability. Every customer is different, and some may even seem to change week-to- week. One should be able to handle surprises, sense the customer’s mood and adapt accordingly. A sense of humor can make a potentially stressful customer-service interaction more enjoyable. 11. Goal-oriented focus. Customers need to sense a corporate purpose, to have a sense of direction and fulfillment. Customer happiness can work hand-in-hand without resulting in poor service. 12. Persuasion. This skill is important in order to convince interested customers that your product is right for them (if it truly is). It's not about making a sales pitch, but it is about not letting potential customers slip away because you couldn't create a compelling message that your company's product is worth having! 13. Tenacity. a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service people talk about. Many memorable customer service stories have had a huge impact on a business, created by a single employee who refused to just do the "status quo" when it came to helping someone out. 14. Willingness to learn. Providing good customer service is a continuous learning process. Seek to improve what you do by additional reading, occasional consultation with fellow agents and your supervisor. 15. Closing ability. Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).