https://sintelsystems.com/wp/wp-content/uploads/2013/07/customers.jpg” width=”381″ height=”254″ />If business is running slow or you aren’t seeing a row of many smiling faces of happy customers, then it might be time to address another training in customer service skills with your employees. Sometimes when the days toil on and on we all just need a little refresher to get our spirits up and back on the right track.
HelpScout.net lists 15 very essential customer service skills that every employee should always be working on perfecting. Sintel Systems gives you a brief version of the first 5 on the list to skim over.
The First 5 Essential Customer Service Skills Needed:
1. Patience
It’s no surprise this skill is listed top on the list. Patience is necessary when effectively communicating, if you’re rushing or letting your emotions get the best of you, you’ll have a harder situation to deal with and a very unhappy and unsatisfied customer. In order to get the job done you must take the energy of your customer in strides.
2. Attentiveness
It is entirely crucial to always always be attentive to your customer’s needs. No comment should be left unnoticed, because it will ultimately effect business in the trickle of word of mouth. In order to always be best and ever better, honing in to really listening and make changes where necessary will make a big impact on the growth of your company and the over all satisfaction of your future customers.
3. Clear Communication Skills
Miscommunication is the start of all down-spiral nonsense. Make sure your words are clear and concise in a manner that whom you are speaking with completely understands. Unclear communication is the cause of misunderstanding to mixed emotions on what the right context of discussion was all about. If you can’t make your customer understand what your talking about, then you most likely won’t be able to effectively do your job and provide service to the customer.
4. Knowledge of the Product
Another essential and obvious. If you can’t answer all the ins and outs of your product then what are you really selling for? Knowledge of the product has to be one of the most important factors in satisfying your customers needs. 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”
Positive language is a skill that will ultimately effect your customer’s mood. Help Scout gives a great example with these two statements:
Without positive language: “I can’t get you that product until next month; it is back-ordered and unavailable at this time.”
With positive language: “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse.”
The first example isn’t negative by any means, but the tone that it conveys feels abrupt and impersonal, and can be taken the wrong way by customers.
Conversely, the second example is stating the same thing (the item is unavailable), but instead focuses on when/how the customer will get to their resolution rather than focusing on the negative.
These are only a few of the qualities that every person in customer service needs to understand. To read the full article go here.
{{block type=”cms/block” name=”custom.block” block_id=”blog_post_footer”}}
