The Customer Service Skills that Matter
1. Patience
If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want — they'd rather get competent service than be rushed out the door!
2. Attentiveness
What are your customers telling you without saying it?
3. Clear Communication Skills
When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.
4. Knowledge of the Product
Without knowing your product from front-to-back, you won't know how to help customers when they run into problems.
5. Ability to Use "Positive Language"
Without positive language: "I can't get you that product until next month; it is back-ordered and unavailable at this time."
With positive language: "That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse."
6. Acting Skills
Every great customer service rep will have those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy.
7. Time Management Skills
Don't waste time trying to go above and beyond for a customer in an area where you will just end up wasting both of your time!
8. Ability to "Read" Customers
Look and listen for subtle clues about their current mood, patience level, personality, etc., and you'll go far in keeping your customer interactions positive.
9. A Calming Presence
The best customer service reps know that they cannot let a heated customer force them to lose their cool; in fact it is their job to try to be the "rock" for a customer who thinks the world is falling down due to their current problem.
10. Goal Oriented Focus
11. Ability to Handle Surprises
Who? One thing you can decide right off the bat is who you
should consider your "go-to" person when you don't know
what to do. The CEO might be able to help you, but you
can't go to them with every single question! Define a logical
chain for yourself to use, then you won't be left wondering
who you should forward the problem too.
What? When the problem is noticeably out of your league, what are you going to send to the people above? The full conversation, just the important parts, or maybe some highlights and an example of a similar ticket?
How? When it comes time to get someone else involved, how are you going to contact them? For instance, at Help Scout we prefer to solve small dilemmas over chat, and save bigger problems for email, keeping inbox clutter down to a minimum.
12. Persuasion Skills
It's not about making a sales pitch in each email, 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 purchasing!
13. Tenacity
Remembering that your customers are people too, and knowing that putting in the extra effort will come back to you ten-fold should be your driving motivation to never "cheat" your customers with lazy service.
14. Closing Ability
Your willingness to do this shows the customer 3 very important things:
That you care about getting it right
That you're willing to keep going until you get it right
That the customer is the one who determines what "right" is.
15. Willingness to Learn!
Those who don't seek to improve what they do, whether it's building products, marketing businesses, or helping customers, will get left behind by the people willing to invest in their skills.
reference-https://www.helpscout.net
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