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November 30, 2015

What Are Good Customer Service Skills?

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customer service skills

Having the right customer service skills is necessary to the successful running of any company or business.

Whether it’s in retail, management, sales or even hospitality, it’s always important to have excellent customer service skills. Our course in Positive Customer Care will help you develop important customer service skills for any business.

You’ll be able to effectively deal with customers, ensure maximum customer satisfaction, how to communicate effectively with customers within your organisation and interpersonal skills to help deal with difficult and irate customers.

Why Customer Service Skills are Important

If you’re already working in or thinking of working in a customer-facing role, then it’s essential to brush up on your customer service skills.

Customer service skills are important because they fulfil customer needs. Customers need to be satisfied and you wouldn’t want your services to let people down. As the saying goes, the customer is always right. The obvious customer service skills include good verbal and written communication skills.

“Courteous treatment will make a customer a walking advertisement.”James Cash Penney

Other important customer service skills:

1. Patience

Being patient is an important customer service skill, especially when dealing with angry or irritated customers. Patience is also important to the company as a whole as it helps you to understand customers’ concerns and problems a lot better, allowing the company to improve their services.

Being patient helps you to figure out what a customers wants, and how to provide them with a competent service – rather than just rushing them out the door.

“Exceed your customer’s expectations. If you do, they’ll come back over and over. Give them what they want – and a little more.” – Sam Walton

2. Listening Skills

Being thoughtful and attentive are vital customer service skills. Customer feedback, whether it’s positive or negative, is important to manage a company’s reputation and allow innovation.

Listening to customers makes them feel valued and appreciated. It’s therefore important to be an excellent listener and to be attentive.

“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton

3. Empathy

Being able to emphasise with a customer, especially when they may have had an unpleasant experience is invaluble. You have to be able to understand what happiness means to the customer in order to build a positive relationship with them.

You have to put yourself in the position of the customer to gain a thorough understanding of their perspective. It’s important to understand how a customer feels and really be able to identify with them. This way, you’ll be a lot more help to them. You’ll also be better prepared to handle difficult customer situations.

“The golden rule for every business man is this: ‘Put yourself in your customer’s place.’” – Orison Swett Marden

4. Positivity

Being positive goes a long way in customer service. It’s extremely helpful if you have a positive attitude and are approachable to customers you will come in contact with. You’re more likely to have a successful relationship with a customer and it helps both you and the customer relac.

Being open to making new customer contact is necessary to provide good customer care, whether that’s face-to-face or over the phone.

Maintaining a positive attitude can help keep the customer positive and make their experience and enjoyable one. People respond well if they are approached in the same way. It will also generative a more positive buzz amongst other customers.

“The first step in exceeding your customer’s expectations is to know those expectations.” Roy H. Williams

5. Problem Solving

Another one of the essential customer service skills is problem solving. It’s important to be willing to help customers come up with a solution to their problems.

In order to be able to provide an effective solution, make sure you ask the right kind of questions. It’s important to understand a customer’s needs and make sure that they’re the priority.

The common strategies for problem solving include brainstorming solutions, active listening, identifying causes of problems and implementing solutions. The customer should be made to feel that any queries or problems they might have are valid and that you can solve them.

“Right or wrong, the customer is always right.”Marshall Field

Customer service skills are necessary to a successful business. It’s important to generate a good reputation and making a positive difference to a customer’s experience.

If you’re interested in improving your customer service skills or want to work in a thriving customer-focused role, then take a look at the customer service courses we offer.

What customer service skills are most important to you? What does customer service mean to you?

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