Stellar customer service skills are invaluable for any customer-facing team to possess. Your team’s strength depends on their ability to connect with, serve and accommodate your customer’s needs. Providing informative, entertaining and motivating customer service training will prepare your employees to handle any customer service situation successfully. 10 Things Accountable infographic
Here are 5 customer service skills that will improve your team’s performance and set you apart from your competitors:
Always approach a customer’s questions and concerns with a relatable demeanor. As a customer service representative, it is your job to understand and empathize with their concerns. But as a fellow consumer, remind them that you know what it’s like to be “the customer,” and you CARE about their questions, concerns and comments. Let them know that you will do everything in your power to assist them.
When dealing with any customer – whether in person, over the phone, or even by email or live chat – communication is occurring and the customer expects to be listened to and HEARD. Active listening skills are vital to these exchanges. First, make sure you are paying attention to the customer and are avoiding distractions (like other customers, your co-workers, or checking your phone). Then, to listen actively, feed back what you think you’ve heard the customer say to ensure your understanding is correct: rephrase their question or statement and listen to whether they confirm what you’ve said, or need to further explain themselves. This step will go a long way towards avoiding misunderstandings and making sure you’re serving the customer’s need on the first try.
Anticipate the Customer’s Needs
It is always a customer service “win” when you can proactively anticipate your customer’s needs and wants and provide for them before they even have to ask. If possible, be a few steps ahead of your customer by doing small, thoughtful things like: having a pen out and ready, refilling their glass before they have to ask, or knowing what question a customer usually asks in a situation, and providing that information ahead of time. Discuss ways you can anticipate your company’s customers’ needs at your next customer service training event. This proactive attitude will impress your customer and make them feel cared for.
At times when serving customers, you will be faced with unpleasant situations that may not be easy to deal with. When handling an unruly customer who is using personal attacks, it is important to remember you are here to serve them, and to keep a professional “game face” on. As a representative of the company, it is your responsibility to uphold the integrity of your organization, regardless of the situation. Becoming emotional or giving “attitude” back to the customer are not acceptable responses to upset customers.
When a customer has a concern or issue, it is crucial you handle the concern in a timely manner. No customer enjoys waiting when they are upset or frustrated with your company. Be vigilant about the customer’s time and how much of it they have spent handling this issue. Do your best to act quickly: get them the answer they need, find the item they’re searching for, bring them their bill, or research the problem. If you must make them wait, communicate regularly to let them know you’re still working on the problem and will get back to them as soon as possible. Timely, efficient customer service could turn a negative experience into a positive one.
CRM Learning has several customer service training videos that depict many of these situations and customer service skill points. If your company has a customer service team, it is essential to administer high-quality training. Browse all of the customer service training videos on our website to improve your team’s performance and confidence when dealing with customers.