Providing good customer service requires a lot more than just reliable products and a well thought out customer service approach. It also requires good customer service skills. Even with the many digital channels that are available to enable interaction, at some stage, a customer is going to have to communicate with a human. The customer service representative skills needed are wide-ranging if you are relying on them to deliver great customer service. Trying to find staff with effective customer service skills can be challenging, so you need to fully understand what good customer service skills are.
Top Customer Service Representative Skills
Here are some of the top customer service qualities that you should look for in your existing and prospective customer service employees:
Persuasive speaking skills: This is possibly the most important customer service skill. It is a vital skill for any customer service representative that has responsibilities for selling products, but it is also an invaluable customer service skill for managing other customer service interactions such as support or handling complaints. If effective, this good customer service skill can turn problems into solutions and unhappy customers into loyal evangelists. Your customer service representatives need the skill to always speak confidently, stay positive, and persuade the customer using compelling reasoning.
Empathy: Empathy is another important customer service skill that is required by all of your customer service representatives. It is the ability to understand another person’s emotions and to understand their point of view. In other words, putting yourself in the position of the customer. Good customer service skills reply on this quality. 70% of buying experiences are based on how the customer feels they are being treated, not about whether their problem was solved. The customer service experience for most customers isn’t driven by facts, it’s driven by their emotion. Good customer service skills demand empathy with those emotions, even when they seem to be irrational.
Active listening: I’m sure you have all been in a situation when it didn’t seem as if a customer service representative was listening to you. Effective customer service needs the skill of active listening. This customer service skill needs you to give positive recognition back to the customer that you are both listening to them and understanding what they are saying. This customer service skill is made effective by letting the customer know you are paying attention. A good customer service representative will learn the skill of rephrasing the issue in their own words and asking the customer if that’s correct.
Using positive language: All customer service representatives must have the skill to stay positive at all times, even when a customer is showing anger, frustration, or a lack of willingness to engage positively. It’s okay to show empathy with the customer, in fact, it’s a key customer service skill, but the language and tone used in response should be kept positive. A great customer service quality is to acknowledge the customer’s issue and frustrations, but turn the conversation wound by focussing on the facts and a solution.
Patience and self-control: An important skill for good customer service is the ability to keep cool and in control at all times, even when a customer uses insults or shouts. If a customer service representative does not have the skill to remain patient, they may get frustrated and forget about all the other customer service skills that they need to use to show great customer service. They may even retaliate by shouting back or talking down to the customer, which would remove any value gained through applying the representative’s other skills in customer service. Instead, develop a customer service skill to be patient. Realize that this person’s anger has little to do with you in person, and use this chance to turn the situation into something positive so that the customer goes away having experienced great customer service.
What are Good customer service skills
Providing good customer service requires a lot more than just reliable products and a well thought out customer service approach. It also requires good customer service skills. Here are some of the top customer service qualities that you should look for in your existing and prospective customer service employees: 1. Persuasive speaking skills. 2. Empathy. 3. Active listening. 4. Using positive language. 5. Patience and self-control.