‘Great customer service is the key to the success of any business. Once you have mastered it, you enjoy better power and control in the competitive market.’ BARE shares an article for News Anyway with key customer service skills.
‘No doubt, providing a flawless service is always challenging. There is no denying the fact that the customer psyche is a mystery. No matter how many surveys you send, you cannot be certain about what is on the mind of your customer. The service providers with top-notch customer care services are constantly putting efforts and taking measures to bring the best to the table. Just like real-time assistance and high-quality support is what makes RCN customer service stands out from its competitors. However, the quest for a good customer support service starts from the people you hire. Here is a look at the top fifteen essential customer service skills that your representatives must possess:
1. PERSUASIVE TALKING SKILLS
Persuasion is an important sales skill and must be acquired by the representative to be able to turn problems into solutions. Your customer representatives must be able to speak confidently, stay positive, and carry out conversations that lead to conversions.
Empathy is a key factor that attracts customer attention. It is basically the ability to understand the emotional state of the other person. More than 70 percent of the customers make purchases based on how they are being treated.
3. LEVEL OF ADAPTABILITY
While dealing with customers, as a customer service representative, you must know that not everyone’s the same. You will be facing different types of people with different moods, inquiries, levels of frustrations, and attitudes. Therefore, it is important to be flexible and have good adaptability to be able to respond to various situations.
4. ABILITY TO LEARN AND IMPROVE
It may sound very simple but it is one of the important skills to acquire. Your willingness to learn and improve as a customer service agent can help you communicate better and have a more goal-focused approach. The more you invest in improving your skill set, the better your performance.
5. STRONG COMMUNICATION SKILLS
It is surprising to know that more often customers struggle to communicate with the customer service representatives. In addition to being empathetic and persuasive, your representative must also possess strong communication skills to ease the anxious customers.
6. GOOD SELF-CONTROL
Interacting with the customer in real-time sessions is always unpredictable. You never know what you are about to experience. You can come across a confused, irritated, or calm caller who suddenly starts criticizing your company. Therefore, it is necessary to not lose your self-control and stay calm.
7. BEING RESPONSIBLE
You must take responsibility for any inconvenience that is caused to the customer. You are responsible for taking care of the problem or issue put forward by the customer calling you.
8. STAYING PATIENT
Even in worst-case scenarios, where you are being ridiculed or even shouted at, you have to be patient. So, when dealing with unhappy and annoyed customers, stay cool and offer them solutions rather than losing your temper.
9. ACTIVE LISTENING
Customer service representatives must be active listeners along with being good speakers. Both skills must go hand in hand. Listen to the caller attentively to understand the issue and rephrase it later to let them know that you understood their concern. This also helps in providing effective remedies once you are aware of the underlying problem.
10. PROBLEM-SOLVING SKILLS
You might interact with a customer who is confused about their issues. So, as a customer support representative, you ought to have good analytical and problem-solving skills to navigate a solution.
11. MAXIMUM ATTENTION
Be mentally present and turn your complete attention towards the consumer. The more engaging the employees, the better the impression of your organization on the customer.
12. TIME-MANAGEMENT SKILLS
Even with limited resources available, things can be managed effectively with good time-management skills. The caller will abandon and you will miss a sale if they are left unattended even for five minutes. Therefore, quick response and assistance should be a priority.
13. GOOD KNOWLEDGE BASE
Only with strong background knowledge, you can be capable of providing the right information at the right time. Having a sound basic knowledge about the product specs, company policies, purchase process, etc. is mandatory.
14. BEING HONEST
There can be instances where you do not have an instant answer to give to the customer. Instead of faking it out, it is better to stay honest and admit that you do not know something. Find an alternative way to get their query answered by either forwarding the call to a corresponding agent or getting back to them with the solution after figuring it out.
15. BE CREATIVE AND INNOVATIVE
Finding a solution to the problem is definitely a priority but it is even better to come up with clever remedies. Go the extra mile, blend in your zeal and warmth to offer the customer a memorable experience.
Educating, emphasizing, and implementing the aforementioned customer service skills can help build a strong team guided by solid leadership, leading to empowered employees and a skyrocketing business success curve! With this skillset, the customer satisfaction rate will definitely fall in your favor and result in better sales and revenues.’
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Disclaimer of endorsement: Any reference obtained from this article to a specific business, product, process, or service does not constitute or imply an endorsement by BARE International of the business, product, process, or service, or its producer or provider.