What skill makes a huge difference in customer service

The skill that makes a big difference in customer service

Adaptability  is the skill that makes all the difference in customer service.

While you may have a standard customer service script, customers cannot be the same. Every situation is unique, and you must be prepared to adapt to each situation.

Not only will finding employees with strong adaptive skills help your clients' success rate, but it will also help you find strong leaders. In fact, according to the Center for Creative Leadership, the ability to adapt or develop is cited as the #1 most cited success factor for service representatives. successful clients.

Adaptability:   When you work directly with an audience, your days will never be quite the same, people are not the same.

Did you know that 60% of customers change how they contact you depending on where they are and what they are doing, this means that you will have incoming inquiries via phone, email, social media, maybe even in person and sometimes they are all from the same customers.

So a good customer service representative needs to have the same mental flexibility to respond to a variety of situations in the way your customers prefer at the moment.

Customer service skills

• Clear communication
• Correct understanding of the product
• empathy
• patience
• The ability to use positive language
• Active listening
• time management
• The ability to admit not having the answer
• Adaptability

Of course, the skills required for a customer service representative can vary from one company to another, and of course not all qualities are available in one person, but most of these skills can be acquired with good training for the employee.

Patience:  Patience is the most important quality that a customer service employee must possess and can make a difference in the workflow for the customer service employee, and indeed in the future of your entire company, because it is very likely that you will be yelled at or insulted while communicating with a customer.

And your reaction in that case will make a big difference, imagine if you exchanged yelling or even hung up, the least reaction he would do would be to write a post for your company on Facebook describing how poor customer service your company is.

Today, one negative post on social media about your company may have a greater impact on the buyer's decisions than five positive posts, as this is a very big problem for the company and its employees.

Keeping your calm in this situation is critical to providing great customer service. According to a University of Toronto study, impatience makes doing difficult things like talking to an angry customer even more difficult.

And if you think dealing with dissatisfied customers is a pain, know that this is not the right job for you. You should also realize that there are very few consequences for a customer when they explode in a rep. However, often the consequences of a lack of self-control when dealing may not can be repaired.

Instead, learn to breathe deeply and know that this person's anger has nothing to do with you personally, and that you have the opportunity to turn their day and problem into something positive, if you can act calmly to solve their problem.

Clear Communication Skill:   Customer service representatives must be able to explain potential solutions to customer problems, and do so in a clear and concise way. Clear communication skills mean speaking without using jargon, especially if it's your company's jargon. Those who communicate well also understand when you don't cross paths. Their consideration and know how to provide alternative interpretations or solutions if the original text is suitable for the client.

Also technically when it comes to verbal communication with the customer, the customer service representative must speak in clear language and an audible voice.

Nonverbal communications also play an important role when communicating with a customer, and include the voice and tone with which you speak to the customer.

Getting the Product Right:  While a customer service representative's product knowledge may seem like a given, it's a critical component that can't be ignored.

Therefore, the customer service employee must receive regular training to understand the nature of the product or service you provide and any updates to it, and he must also know how to search quickly and who to turn to in case he is ignorant of a product, in order to provide real and prompt assistance to customers.

And note that just because you solve a client's problem doesn't mean it will work after the connection hangs up, because how you solve a problem is just as important as providing a solution.

The key is to take responsibility for customer care, to provide a radical solution to the root of the problem and not to try to terminate the contact by any means. Customer service representatives are responsible in the front lines of customer satisfaction with the company.

And 29% of customers say the ability to handle orders without transfers or escalations is one of the most important skills for a customer service representative. This is a big deal in a customer service executive, with 70% of customers who have left companies saying they would have stayed if their issue had been resolved in an interaction. one instead of multiple interactions.

The ability to use positive language:  No matter how negative the customer's language is, the customer service representative should use positive language as much as possible, focus on the solution, and at the end thank him for his patience and understanding.

Empathy:  Understanding the customer, their problem, and showing empathy for them is key for anyone in a customer-facing role.

In the past, showing empathy and concern was the norm, but today the default is no longer warmth and interest in everything, so showing some empathy with the customer will be a good thing, so try to create conversations with customers according to that principle.

Active Listening:  All customer service agents can do their jobs better with a little training, and an easy way to start is to teach your customer service representative how to listen effectively.

And listening skills are about more than just turning up the volume on your headset, it's about taking the time to really understand a customer's problem and then letting them know you're paying attention. Often, simply restating the issue in your own words and asking the customer if this sounds right is enough to make them feel like you really understand them.

Time management:  It's easy for a customer service agent to let the phone ring for a while, leave a voicemail message, or leave an email in the inbox for a little while longer, but doing so is bad news.

83% of online shoppers will abandon a purchase or take their business elsewhere if they don't get help within five minutes, so it's best to respond and then put the customer on hold for a few minutes while you finish the work at hand, which you have to finish quickly or it could cost That company a lot.

The ability to admit not having the answer:  Customers are armed with knowledge and generally try to resolve their issues before contacting a company's customer service representative. It has been reported that 39% of millennials check a company's FAQ page first, and if that doesn't solve the problem, They end up calling the company, emailing them, contacting them through social media, or asking for help through some other channel.

While it can be embarrassing when the customer knows more than your customer service representative, if the customer feels overwhelmed by the customer service representative trying to hide a lack of knowledge, the situation can become even worse for the customer.

In those cases, it is better for the customer service representative to admit that he does not know the answer, but that should be the last solution after exhausting all the means that he can resort to to solve the customer’s problem.