Customer Service involves providing care to both new and existing customers. Customer service reps respond to customer queries related to a company’s offer. This process is done through face-to-face, chat, phone, and social media interactions. In today’s digital and highly competitive business world, having a chatbot on your website is a must-have if you aim to follow the latest industry trends.
But what is customer service and why is it so important? There are many misconceptions that good customer service is only related to solving their customers' problems. However, you must realize that there is much more to it than that. It is also about how you deliver the solutions. For example, you may be quick but rude, which won’t make your customer happy in the end.
Therefore, it will be very beneficial for any business owner to take an overarching approach to providing memorable customer experiences. When a customer receives excellent customer service, they tend to remain loyal to the respective company.
From a broader point of view customer service includes:
- Answering the queries of customers in a timely manner
- Quickly resolving customers’ issues
- Making your customer feel appreciated and heard
- Ensuring that your answeringis is el is easy to access and use
When a customer service expert does not give an excellent response to their customer, they will most likely start a negative word-of-mouth and you risk losing numerous prospects.
To avoid this scenario, you need to hire support rockstars that have the following top customer service skills. Scroll down to learn more!
Top 12 customer service skills
Wether your team consists of experienced or new, reps, you have to pay attention to the quality of service they provide and try to make improvements. The key is to avoid complexities and set support standards that everyone needs to follow.
First, you need to hire workers who intend to help customers. But how can you determine if they will be successful in providing help? Check out the 12 primary customer service skills that help build trust and loyalty among your buyers.
1. Paying attention
The ability to listen to your customers’ wishes is an essential customer service skill. Today, with the advancement in technology, face-to-face interaction has become very rare. In online chat, the customer care professional has to remain more focused and read carefully what a customer has said.
There is a need to remain fully responsive, thus you need to answer any type of your customers’ query. Sometimes customers cannot send a clear message, so you have to be very attentive to understand what the customer is saying.
2. Making connections
Making connections with your customer is one of the top customer service skills, and fora good reason! When you connect with your customer on a deeper level, the conversation become more memorable and enjoyable. To achieve these deep connections it would help to be empathetic. When you understand a problem from their point of view, there is a higher possibility of resolving the issue.
The customer care reps should make their customers comfortable by doing small talks and introduce themselves. By following this practice, the customer will become more approachable and will say to the problem they are facing. The customer will feel like they are talking to a person they know, not a stranger. Humor is also an alternative way to make your customers more willing to share their experiences.
2. Be empathetic
Why is this characteristic a top customer service skill? Being understandable or empathetic is extremely important compared to the other skills. This skill helps your customer service representative to make a strong connection with your customer. When someone tries to understand you or your problem, you appreciate their effort and feel more comfortable with sharing your personal concerns with them.
By being empathetic or stepping into your customer’s shoes, you can make your customer feel valued. If you fail to show empathy to your customer, they will assume they are not that important to you and will want to move their business elsewhere. Empathy is important, however don’t forget to focus on the solution as well!
4. Be creative
It’s common knowledge that every customer care request is unique and different from others, so the response also varies from ticket to ticket. To face all of these diverse problems and suggest appropriate solutions, the customer care agent must be very creative. lly with abstract requests that don’t fall under any regegory. Thus, creativity is a top customer service skill that helps with all situations significantly, especially emergencies!
This particular skill enables you to resolve a problem quicker. Even if the customer says something ambiguous, you should be creative enough to understand what they are trying to say. To make your customer care reps more creative, you should encourage your team to play brain games and pursue hobbies that will stimulate their creative thinking.
5. Try to solve the issue at first contact
If you want to improve your support team, then you should include a problem-solver. When a customer sends you a message, your priority should be to take any necessary action to solve the problem. If you could not satisfy your customer at the end of the conversation, then your customer will not try to contact you the second time. Today’s, customers expect instant responses. Thus, your priority should be to resolve all issues at first contact. By doing this, the customers’ trust will only increase and they will want to do more business with you.
6. Acquire enough knowledge
If you want your agents to have all top customer service skills, you should know that your agents must be knowledgeable. The main reason is that your full customer service team is in direct contact with the consumers and has an important task to present your company in the best light. They must know everything about your company and product to be able to respond to all your customers’ requests.
To make them knowledgeable, you should educate them about your company’s history as well as the latest product modifications. The best way to do this is to create an internal knowledge base that all your employees can access at any time.
Its not news that customer service work includes a lot of multitasking. Multitasking includes taking notes while listening to the customer, reviewing the customer's buying history, and answering any questions.
However, it does not mean that all these tasks you should do at the same time. More like, you should establish an efficient coordination between these activities. Helpdesk helps with multitasking incredibly! For instance, you can talk to five customers using live chat that have the same issue simultaneously!
Therefore, you should teach your customer service team to do all these tasks in a clever way by making a list and prioritizing the tasks. By including this practice in your daily support routine, the customer service team will become able to do many tasks quickly and with quality!
8. A quick follow-through
A quick follow-through is another top customer service skill! The thing is that the customer service task does not end with only a call and message; rather, it continues. A quick follow-through is a great way to make your customer feel valued because you are letting them know that you comprehend all their needs. The follow-through is an advanced procedure for ensuring all your customers know that their concerns have been addressed.
9. Good manners and positive personality
No one likes to talk to a grumpy person, right? You must make sure that your support reps always smile and spread positivity! A smiley face should be accompanied by polite answers and respectful attitude as well!
10. Tech Savvy
A must-have customer service skill these days is definitely an ability to use helpdesk softwar. This particular skill will bring your team’s efficiency to a whole new level. Using login portals, AI chatbot, an internal knowledge base as well as helpcenter for your customers is winning strategy for skyrocketing your customer satisfaction score!
As we all know, in the customer service industry it may take a while to respond to everyone! This work isn’t easy and, when doing it for a long time, it may become exhausting and make your reps feel stressed and completely overwhelmed. In a worst case scenario, a rep may even lose their temper during a call. Moreover, your reps may encounter an angry customer who requires an additional effort.
Therefores, you should educate your customer service team about patience needed during their shifts. Patient people are more empathetic, understanding, and forgiving.
12. Managing conflicts easily
Conflict resolution is a top customer service skill that’s crucial to delivering satisfactory customer experiences during a company crisis. We know that it is very common for a customer to be in a state of anger when they connect with customer care support. When customers are very emotional or aggravated, they don’t tend to listen to any logical answer.
When your team is fully equipped and trained on managing conflicts, your team can easily convert harsh conversations into more positive ones. This can only be achieved by being patient, polite, and constantly answering the customer's replies. It is crucial for excellent support that the rep has control over their emotions because, in the end, the main responsibility of the customer care team is to provide help to all customers, even the angry ones!
To ensure your reps have all the top customer service skills, you should regularly educate them on adequate customer service practices.
Also, be sure to follow the latest trends as we all to know that the customer service field is growing. As such, the knowledge related to these skills is also evolving, and you should keep pace with your competitors.
By providing effective trainings for your team, they can stay fully up to date with the latest trends and technology. This will not only enable them to learn from their mistakes, but it will also help to identify and address any weaknesses to improve overall team behavior.