Important Customer Service Skills That Really Matter
There are certain customer service skills that everyone who is in the internet/network marketing business/or any sales business can master that will drastically improve their interactions with customers….
Here are 15 Customer Service Skills that truly matter by HelpScout
- If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want — they’d rather get competent service than be rushed out the door!
- The ability to really listen to customers is so crucial for providing great service for a number of reasons.
- Not only is it important to pay attention to individual customer interactions (watching the language/terms that they use to describe their problems), but it’s also important to be mindful and attentive to the feedback that you receive at large.
3. Clear Communication Skills
- When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.
4. Knowledge of the Product
- Without knowing your product from front-to-back, you won’t know how to help customers when they run into problems.
5. Ability to Use “Positive Language”
- Your ability to make minor changes in your conversational patterns can truly go a long way in creating happy customers.
- Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based off of the language that you use.
6. Acting Skills
- Every great customer service rep will have those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy.
- Situations outside of your control will sometimes creep into your usual support routine.
7. Time Management Skills
- You need to be concerned with getting customers what they want in an efficient manner.
- The trick here is that this should also be applied when realizing when you simply cannot help a customer. If you don’t know the solution to a problem, the best kind of support member will get a customer over to someone who does.
8. Ability to “Read” Customers
- Look and listen for subtle clues about their current mood, patience level, personality, etc., and you’ll go far in keeping your customer interactions positive.
9. A Calming Presence
- The best customer service reps know that they cannot let a heated customer force them to lose their cool; in fact it is their job to try to be the “rock” for a customer who thinks the world is falling down due to their current problem.
10. Goal Oriented Focus
- This is vitally important.
- Relying on frameworks can help businesses come up with guidelines for their employees that allow plenty of freedom to handle customers on a case-to-case basis, but also leave them priority solutions and “go-to” fixes for common problems.
11. Ability to Handle Surprises
- Sometimes the customer support world is going to throw you a curve ball!
- It’s best to be able to think on your feet… but it’s even better to create guidelines for yourself in these sorts of situations.
12. Persuasion Skills
- Experienced customer support personnel know that oftentimes, you will get messages in your inbox that are more about the curiosity of your company’s product, rather than having problems with it.
- To truly take your customer service skills to the next level, you need to have some mastery of persuasion so that you can convince interested customers that your product is right for them (if it truly is).
- A great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk about.
- Remembering that your customers are people too, and knowing that putting in the extra effort will come back to you ten-fold should be your driving motivation to never “cheat” your customers with lazy service.
14. Closing Ability
- Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).
15. Willingness to Learn!
- Those who don’t seek to improve what they do, whether it’s building products, marketing businesses, or helping customers, will get left behind by the people willing to invest in their skills.
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To Your Success,