At the center of every great customer care service lies the manner with which we treat and interact with our customers. There are certain top customer care skills every organization and employee should master for the smooth running of the business.
It might surprise you to know that many organizations lack this skill, but without them, you run the risk of running down your business, as you would ultimately lose your customers.
Luckily, these top customer service skills can be developed and mastered by your staff to make for a better relationship with clients. Here are the lists of the top 10 most needed customer service skills.
Important customer service skills
Communication skill is essential in every customer service. It is via communication that you can tell what a customer wants, make clarifications, and respond to the customer’s needs. In communication, you need to listen and pay attention to details. The best way to show that you are actually listening is through your body language and responses. Nod, keep eye contact and give positive responses.
Communication skill is not limited to face-to-face interaction only; it is required even when interacting over the phone.
A great service is more effective than a fast one. When you take time to understand your customers and their needs and help them, you leave them no option but to come back to you each time they need your service.
You should already know that in a company, you get to encounter different types of people; perfectionists, the old, the young, rude people, and the slower ones. You should be patient with them and not let them overwhelm you. This, however, is not a reason for you to be lazy.
Having a positive attitude is needful in every customer service. People want to know that if they have issues, you would be able to help them or at least offer some advice. You should know what your customers stand to gain from each product and service provided by your company. You should be proactive, and your optimism should be able to lift the spirit of others.
Despite the fact we pointed out patience as one of the topmost customer service skills, we also said it should not be an excuse to be lazy. Attend to your customers in an efficient manner. However, there should be a time limit for each customer.
Do not waste your time on a customer when it is clear that you can’t help them. If you know someone that can offer a solution to their problem, then assist them by referring them to that person.
If you are working under the customer care unit of your company, you will often receive calls, not just about problems with company products or services but also questions regarding them. People don’t want to waste their money on products or services that are not worth it. It is your duty as the customer service to attend to their questions, allay their fears, and persuade them to buy a product or use a service.
As a customer service provider, you should be able to solve problems and resolve conflicts amicably. You get to deal with many customers, each with a different problem. You should make sure you understand the problems first before you offer solutions. This also entails creativity and thinking outside the box. If you cannot solve a particular problem, then refer them to someone in the organization that is in a better position to do that. Customers will appreciate the fact that you are at least interested in their problems.
You should be able to understand customers’ needs and problems and empathize with them. If you do not empathize, you give them the notion that you are insensitive. Customers like to deal with someone that related to them even on emotional grounds.
One important aspect of customer service is the ability to take responsibility when things go wrong. Even when it is not your fault, you should know you are standing as a representative of the company and should apologize when it is necessary. That three-letter word, “I am sorry,” is always effective and leaves a customer feeling better.
Simple manners and politeness make for great customer service. This skill should be used any time irrespective of the status of the client you are dealing with. Respect involves even the smallest act such as greeting, offering a seat to a customer, addressing them with their title, not interrupting them rudely when they are talking, apologizing, and saying thank you after your encounter with them.
A good sense of humor
You can better engage a customer when you have a good sense of humor. You are allowed to laugh when a customer cracks a joke, or you can crack one yourself. This would make your interaction with your customer more enjoyable. However, you should make sure you are not making fun of your customer.
When giving examples of your communication skills, and you want to describe a scenario, always use the STAR-method.
Job Interview Topics – Common Job Interview Questions & Answers
Below you can find a list of common job interview topics. Each link will direct you to an article regarding the specific topics that discuss commonly asked interview questions. Furthermore, each article discusses why the interviewer asks these questions and how you answer them!
- Career Change
- Career Goals
- Conflict Resolution
- Creative Thinking
- Cultural Fit
- Customer Service
- Growth Potential
- Honesty & Integrity
- Job Satisfaction
- Entry-Level & No experience
- Prioritization & Time Management
- Situational & Scenario-based
- Stress Management
- Telephone Interview
- Work Ethic