3 Key Skills for Customer Service That Will Transform Your Business
Nearly 3 million people work as customer service representatives in the US. Anybody who’s ever worked in customer service will tell you that it’s no easy work.
Whether they’re dealing with rude customers or guiding people to the products they need, customer service representatives have a lot of responsibilities. As with any job, it takes a certain type of person to excel at customer service.
A person needs certain key skills for customer service work. However, you don’t need to be born with a certain set of abilities ti be a good worker. You can learn them.
We’ll talk about some of these skills in the paragraphs below.
A key part of effective communication is knowing how to listen. One of the best methods of listening is active listening.
Active listening means paying attention to the other person and asking follow-up questions. This helps you get more information while also assuring the person that they’re being heard.
Sometimes, letting the customer know you’re listening can be the difference between an angry customer and a satisfied one.
This is also a great way to get to know your customers, which can pay off in the long run. Friendly and familiar staff can be one of the main reasons people come back.
There is a big difference between good vs great customer service. This difference can be found between sympathy and empathy.
Sympathy means feeling bad for somebody else, while empathy means knowing how they feel and what they’re going through. Having empathy can mean the difference between doing just enough and going the extra mile.
You can see proof of this in other fields as well. We’re more likely to help out with causes we have been or could be affected by. We can do great things when we understand each other.
- Be Knowledgeable
Friendliness and good intentions will only get you so far. You’re there to help people, and you need to know how to do that.
Knowledge is one of the key skills for customer service, and may even be the most important. At the end of the day, most customers have a schedule to follow, so many of them would prefer a knowledgeable employee over a charming one.
What does your workplace do, and how do they do it? What kind of products do they sell, and how are those products organized?
The good news is that no company is going to give you a smock and tell you to get to work. Companies have training programs, and those training programs will give you a crash course on how the business works.
Key Skills for Customer Service
You’ll need to develop a lot of key skills for customer service. We’ve talked about some of those skills in the paragraphs above, but there are many more than we could list. We encourage you to do more research on your own if you’re interested.
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