We have all had customer service experiences whether we were working in it or receiving it as a customer. From retail stores to restaurants, to calling customer support, customer service can be a daily experience for some. If you are in a customer service position here are 4 skills that will help you succeed.
We have all had customer service experiences whether we were working in it or receiving it as a customer. From retail stores to restaurants, to calling customer support, customer service can be a daily experience for some. Customer service is when someone assists current or prospective customers with their needs. This could be answering questions, giving information, solving a problem, or providing a service or product. Here are 4 skills that will help you succeed in customer service.
Active listening is when you focus on what the person is saying as well as how they say it. Often times, customers are interacting with you because they need assistance with something or have a problem. Active listening can help solve issues customers may have. It also can strengthen the relationship between the customer and the company. To practice active listening, first listen to everything they have to say. Avoid interrupting them so they can explain everything to you. If you are encountering this customer in person, give them cues you are listening like nodding your head or verbally confirm it by saying “uh huh”. Then, try rephrasing what they said in your own words. This will show them that you care and were listening to their problem, and it will help you better understand the issue or question at hand.
You never know what kind of interaction you will have when in customer service. It is important to keep a level head. If a customer is confused, try explaining things to them in a way that doesn’t show frustration. If they are upset, acknowledge their emotion but don’t escalate things by being rude or raising your voice. Sometimes people will escalate things and refuse to change so know when it is ok to let that person go. Often times companies have guidelines about how they want difficult customers handled so make sure you look it up or talk to a supervisor.
You might find yourself in a situation where a customer is having an issue, but you may not have an answer. This is where problem solving comes in handy. Problem solving skills include identifying the problem as well as solutions to the problem. Being able to think outside the box is helpful to resolving issues. Sometimes though, you might have to talk to another co-worker for help or go to someone higher up who has an answer. It is always better to say you don’t know something than to pretend like you do. Customers will appreciate you are willing to dig deeper and use different resources to help them.
Use of Positive Language
This does not mean you have to happy go lucky all the time. Positive language in customer service means using more positive words in situations and going the extra mile to satisfy a customer. For example, let’s say your manager handles refunds and is out of the office and a customer calls about a refund. Rather than saying “My manager is out and is the only one who can help you with that.” You can change the language to “My manager is currently out but I will inform them that you called, and they’ll give you a call back tomorrow.” This response shows that you are still going to help them even if you yourself cannot do anything in the moment.
Even if you are not in customer service, these skills are valuable to employers because they show you can work well with clients and your co-workers.
If you want to know more about how to apply these skills to your resume or have any other questions about employment, reach out to an employment coach by contacting us here or calling 317.639.6106.