Offering exceptional customer service is no cakewalk, especially for beginner in the customer service field. Anyone in this field should learn the knack of dealing with customers. You risk your job and your company’s reputation with one simple act of mishandling a customer.
We have curated a list of essential customer service skills that you need to keep in mind if you are keen on offering exceptional customer services.
1. Professional Attitude
A good professional attitude is a great starting point for a customer service representative. Customers can be, for example angry, disappointed, vexed and may make impulsive comments. A professional attitude is very essential in dealing with such customers. One should have the capacity to handle such customers with patience, without reacting emotionally or taking things personally.
Read more on workplace etiquette skills training.
2. Ability to Listen
One should always fully listen to the customer and refrain from interrupting them; this gives the customer a sense of satisfaction and assurance that their voice is heard. By interrupting them, one may cause them to lose their train of thought or their complete opinion, all of which can only end negatively for the organization and cause the customer to feel dissatisfied with their services.
Read more on customer complaint handling training.
Customer’s feedback should be encouraged and embraced, either through forms or feedback systems. One critical feedback, fully understood, can give organizations the opportunity to learn and implement changes to ensure more satisfied customers in future.
A great customer service executive should also be capable of receiving feedback via observation of body language or customer behaviour too. A bored or disinterested customer’s attention should be regained by changing the topic or sharing some examples of success stories regarding the product.
4. Communication Skills
Communication skills are essential for any employee. However, for a customer service executive they are vital. For example, a representative at a pizza counter may ask if the customer wants coke as and addition, and never mentions that it will be billed. In the customer questions after receiving the bill, the employee should be ready with a convincing answer or face the wrath of the customer.
5. Comprehensive Know-hows of the product
Customers will and may pose any queries regarding a product, it is upto a good customer service representative to answer those queries so that they are satisfied and convinced. For example, if you are a hotel receptionist and cannot guide your customers about the best sightseeing places with each and every detail, can you be sure that they will be satisfied at your replies?
6. Organizational Skills
If you want to be exceptional at customer service skills, organizational skills are a great add-on. Learn to be on time to receive customer and organize all possible resources that you may need during the interaction. This will give a good impression and brings great experience to the customer.
Besides, the above-mentioned skills, persuasion, positive thinking, problem solving capacity, empathy and creativity also good additions to the list of exceptional service skills. It is important to learn from the examples of others and provide customers with exceptional customer service skills.