Customer service plays the most crucial role in the growth of any business. No matter how amazing your product or services are, if you’re not delivering great customer service, your company will never flourish and stand tall in the market. However, providing exceptional customer service is not always that easy. It takes a lot of effort, trial and testing of new techniques, and of course some great skills to determine good results.
So what are the important customer service skills that your employees must-have if you want to retain your customers’ loyalty and trust?
- Active Listening skills
If you want your company to deliver the best customer service, make sure your representatives at customer care are practicing active listening. It’s an incredibly important skill that must be developed and learned. Also, listening doesn’t necessarily mean hearing, but it also covers all forms of presence. You have to be present for your customers on all platforms to hear them out.
If you don’t attentively listen to your customers, how will you ever be able to get to the root of the problem? How will you understand what your customers are trying to convey? Only listening to them attentively will enable you to know what your customers expect out of your services and help you to find out ways to meet those expectations.
You can also take an example from some of the leading companies of America and their customer service departments, that what skills they are mastering to enjoy that top ranks positions. For instance, if we look at AT&T, one of the largest telecoms companies, it holds a reputable position because of its reputable customer satisfaction rate. This is because the representative at AT&T customer service perfectly demonstrates the listen first, respond later skill, that pleases their customers make them feel understood by the company.
Your skillset of good customer service is incomplete without this one skill. If you want to satisfy your customers and retain their loyalty towards your business, you must master the art of empathizing with them. Always keep in mind that almost 70% of customers buying experiences are based on how they feel about being treated by the company.
So whenever a customer contacts you with a problem, you should always begin with a polite tone, show them that you understand where they’re coming from. Put yourself in your customers’ shoes and relate to their issues. Make them feel like the company isn’t all about money and finances, they also value their customers’ satisfaction and happiness. Through empathy, your customer service agent can make your customers feel valued, leading to higher chances of retaining their faith in the company.
Being a customer service agent requires a lot of patience because you get blamed, shout at, insulted, and whatnot for all the inconvenience your customers face. They don’t realize that it’s not directly coming from you and the company is responsible for all of this. But since you’re first handed dealing with the customers, you must adapt the skill of patience. Keeping your cool is the only option to go.
Allow your customers to take out all the frustrations first, let them rant all they want. Once they are done, you can politely come up with a positive solution to their problem. Do not rush and hurry them through the process. Give them time to understand and calm down. It’s your chance to turn angry customers into happy ones, only with the help of one skill and that is patience. It might get too difficult at times, but all you need to do is breathe and let it settle down.
- Problem-solving skills
What’s the number one reason for any customer to contact customer support service is? They are probably facing an issue and they can’t find a solution to it on their own. This means a customer service representative must understand the problem and navigate the customers to a solution. This can only be done if the representatives have thorough product knowledge of what they are selling and what could be the immediate possible solution to a certain problem.
Developing pro-problem-solving skills also means you have to offer more than one possible solution to a problem till you come up with the one that convinces your customers the most. You have in mind your customers’ caliber and offer solutions in a way that is helping yet educating too.
- Clarity and Conciseness
We live in a busy world, people are always in rush. Nobody has time to listen to someone for hours. So make your customer service teamwork on the skill of being concise. Now being concise doesn’t mean that you only tell a precise piece of information to your customers and leave them guessing the rest. You have to be concise yet clear. Clarity is another important skill and it goes hand in hand with conciseness.
With the help of clarity and conciseness, one can also develop great communication skills. And that is everything that offering exceptional customer service means. When your customers feel communicated and understood they will come back to your services and products again and again.
The customer service department is the center growth of a company. Therefore if you want to stand out in the market you must keep establishing the aforementioned skills in your representatives and the results will speak for the company itself.