Founder and CEO at Millennial servicesa dedicated call center service provider.
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Customer service is an essential part of any business. Logically, most entrepreneurs, managers and employees know this. However, I’ve found that poor customer service is one of the biggest reasons businesses lose customers. Customer service sets a company apart, especially if it offers products and services that can be purchased elsewhere. Some customers give a company their business based solely on their customer experience, even if it means paying more, traveling further, or waiting longer.
Customer service skills that make the difference
Customer service skills are in high demand and sometimes seem scarce. This is because good customer service combines skills that need to be cultivated and honed. Customer service representatives should also be willing to continuously improve and expand these skills. This is key, because no one is perfect. There is always room for improvement and everyone has to start somewhere. This list of key customer service skills could be even longer:
• Clear communication
• Active listening
• Emotional intelligence
• To persevere
• Product/service knowledge
• Ability to remain calm
• Creativity
• To trust
• Cohesion
How to improve customer service skills
Where do you start when it comes to improving customer service skills? You don’t have to overwhelm yourself or your team by trying to master or improve a long list of skills. Instead, focus on three skills that will move the needle in your customer service game and refine them.
1. Active listening
Listening is a skill that can be developed and improved. It’s also a skill that can get boring over time. In a customer service role, it’s easy to forget this most basic, yet crucial, piece of the customer service puzzle.
You start hearing the same questions, the same problems, and the same complaints. It becomes easier to anticipate problems, and soon you may find yourself on autopilot, listening but not hearing and not feeling that the customer is being heard. You may assume you know their problem or concern, so you start talking over the customers, breaking them down and even finishing their sentences. You may know what the next step is, but instead of reassuring them that you understand their concern and that you will solve the problem or put them in touch with someone who can, you find yourself skipping the explanation and they to other people, or solve the problem without actually letting them know they were heard.
This is a huge problem because even if you resolve the issue, the customer may still feel dissatisfied with the service they received. Fortunately, you can improve this skill by doing a few simple things.
Active listening means letting the customer speak and feeling heard. Avoid cutting people off; let them finish. State what you heard and ask clarifying questions. Even if the issue is not resolved quickly, many customers will still report high levels of satisfaction knowing they are being listened to.
Another tip is to give yourself a break. If your good listening skills begin to decline, you may be suffering from burnout. When you’re burnt out, you may find yourself rushing through things, operating on autopilot, and not giving your clients 100%. Take time for yourself and practice good self-care. You can take better care of your customers if you take care of yourself.
2. Product and Service Knowledge
This may sound like a good idea, but it is essential that customers feel that they are in good hands. You can improve their experience by knowing your stuff. This is like participating in ongoing training, staying up to date with new products and services, and staying informed so you can help the customer better. This gives customers confidence and improves their experience.
3. Clear communication
Like active listening, clear communication is a skill that some people seem to have naturally mastered. But even if you don’t, you can continuously develop and improve it.
It’s as easy as keeping things simple. An easy solution is to avoid industry jargon that your customers may not be familiar with. Explain things in simple terms: the clearer the better. Don’t overload people with information without checking that they understand what you’re telling them. Offer information in more than one format. Some people do better with written communication, others with verbal communication. Offer multiple formats where possible.
These are great places to improve with just a few simple tweaks. Make customers feel heard, give them the information they need and make sure you know your products and services. Of course, there are plenty of other customer service skills you can implement to ensure you provide the best possible customer experience. But if you can master the basics, you’ll probably find that your overall customer satisfaction improves.
Customers are attracted to companies that make them feel valued, valued and cared for. They become loyal customers when they find a company that consistently does this. They will be more likely to stay and tell their friends, family and other businesses about you and your products and services. They can help you grow your business, all because you’ve taken the time to improve your customer service skills.
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Janice has been with businesskinda for 5 years, writing copy for client websites, blog posts, EDMs and other mediums to engage readers and encourage action. By collaborating with clients, our SEO manager and the wider businesskinda team, Janice seeks to understand an audience before creating memorable, persuasive copy.