Daily we are recipients or presenters of customer service skills. It does not matter whether you are at work or play; we all utilize and experience these skills. A CEO of a large company utilizes customer service skills frequently when working with his clients and his management team. A lady shopping for a dress is a recipient of this skill set. If effectively applied, the CEO will retain and please his client, and build camaraderie among his management team; the lady shopping will be pleased with her experience and return again.
What are the skills needed to win in Customer Service? Listed below are some of the most effective skills needed to excel:
1. Active Listening Skills—When someone is having a conversation with you it is very important they feel you are paying attention. I am sure everyone has experienced at some time or other conversations with people that are passively listening while glancing around at other things while talking. How did you feel? Do you think they heard you? Or perhaps you have the person who is a constant interrupter. Another sign they are not totally focused.
2. A Passion to take care of the Customers—It is very evident when someone has this passion. They are totally dedicated to solving your problem and meeting your needs.
3. Trust and Rapport Building—This skill set is not easily achieved but if you have it you are a winner. The ability to build relationships is essential to success in business.
4. Problem Solving—When confronted with a problem, have the skills and abilities necessary to problem solve quickly and effectively. Some of the abilities required to accomplish this effectively is:
a.Recognize a problem exist
b.Clearly understand the problem
c.Generate solutions
d.Implement and verification
No solution is perfect so it may require you going back through the process if the first solution does not work.
5. Stress and Anger Control—Another skill that takes a lot of patience and training to successfully gain the ability.
6. Telephone Etiquette—This is not just for Callcenters, it is for anyone who utilizes the telephone. Knowing how to effectively communicate over the telephone makes you a winner for the person on the other end of the line.
7. Communication—This skill is one of the most fundamental skills necessary for effective customer service. It is takes learning and patience to communicate effectively but once you have succeeded it makes your world much easier.
Customer Service Training should be at the top of the list for companies today. All departments who interact with a customer should be trained on effective customer service skills. Pleasing your customer is the ultimate success in business. Without the customer where would your business be?
Why did you start a business? Is it to have a business without someone buying your goods or services? No, I am assuming it is “To have and to hold from this day forward customers who are pleased with your services.”
