There are certain customer service skills that every employee must master if they are forward-facing with customers. Behind the scenes of every customer service interaction, there are a handful of skills that make the difference between an average customer service professional, and one who makes customers feel like they’ve experienced truly exceptional customer service. Today, we’re going to talk about five essential customer service skills that will cultivate customer loyalty and satisfaction, which helps you become a successful customer service professional!
Empathy for Customers
Have you experienced such amazing customer service where you felt like your interaction with a customer service professional was connected at a personal level instead of a business routine? That friendly and understanding attribute is called empathy.
Empathy requires a customer service professional to genuinely understands clients rather than giving robotic service. Empathy is discussed in a wide variety of industries for every customer facing role, and it might be the most important customer service skill to develop. It can be learned and improved, and with enough determination, mindfulness and attention, you can make empathy your secret in your customer service career.
Patience for Customers
Just like what you’ve heard a thousand times, patience is a virtue. Unfortunately, it can wear off when you’re dealing with a particularly difficult or persistent customer.
What sets the best customer service professional above the rest is that they treat even the most frustrating customer with soulful respect.
Not only is patience important to customers, who reach out to support when they are confused and frustrated, but it’s also important to the business at a large scale: patience at the customer service level can have a great impact on your business reputation as a whole
Clear Communication Skills
A customer service professional’s most important skill is to effectively communicate.
Communicating well means both understanding what the customers are trying to get across and then responding in a way that makes sense to them.
For many industries such as retail, hospitality or information technology, customers and clients often come in with an issue, it can be challenging to explain exactly why something’s happening or what needs to be done.
Make sure you’re getting to the problem at hand quickly, and more importantly, you need to be careful with how some of your communication habits translate to customers, and it’s best to use your best caution whenever you have doubts about a situation. A good customer service professional will be able to bridge this gap and overcome any communication obstacles.
Ability to Use Positive Language
We all want our customer service interactions to appear positive. When we analyze actual customer service skills, positivity doesn’t only appear in your attitude and general outlook on life, but also in the language that you use.
Language is a very important part of persuasion, and people create perceptions about your company based off of the language that you use.
Sometimes, minor changes in your conversational patterns can truly go a long way in creating customer’s satisfaction. Negative language in your communication such as “can’t,” “don’t,” “I don’t know”, should be avoided. Things like “although that option isn’t available right now, there’s a similar option.” “I’ll talk to the corresponding team member and get back to you ASAP.” Would be great replacements for such negative languages.
Ability to Handle Unexpected Issues
Every customer come with different problems. Sometimes the customer service world is going to throw you a curveball. Maybe the problem you encounter isn’t specifically covered in your training or the company’s guidelines, or maybe the customer is too persistent and isn’t reacting how you thought they would.
Whatever the case, it’s best to be able to stay calm and think on your feet. Your problem solving and analytical thinking skills will be essential in these kind of situations.
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