- August 30, 2015
- Posted by: greendot
- Category: Achievement, entrepreneur, Happy Family, inspire, peace and love, PLANING, Productivity, sales, strategy, success
Today’s customer service involves more than a conversation face-to-face or on the phone. Email, live chat and social media have become important channels for consumers to engage with brands and seek for customer support. No matter how customer service is given to consumers, soft skills are essential for a successful customer service interaction.
Here are 20 Customer Service Soft Skills To Masters.
- Active listening
Understanding the customers problem correctly and anticipating possible questions is the key to effective communication and shorter customer interactions .
Being attentive to all the details customer sharing helps to target the problem more precisely , avoid misunderstanding and provide the right solution on the spot.
- Clear communication
Using clear language and following the right customer service entiqutete allows establishing respectful business communication with clients and helps to create a positive image for your company.
- Persuasive speaking
A persuasive customer service agent is capable of steering the customer toward the right course of action which helps to reduce the time needed for resolution of complicated problems.
- Ability to use positive language
Using “positive language” and avoiding negative phrases will greatly help in resolving conflicts and suiations and create a better impression of your service in the customers mind .
Confident customer service interaction creates a background of trust and professionalism for the communication with clients and makes the customer feel that their problem is important .
- Good body language
Appropriate body language helps the agent to share positive attitude and incline the customer to also be open and friendly and cooperate with the service person .
- Understanding of human psychology
Good psychological skills are invaluable asset for customer service agents helping them to “read” customers and find the right approach to them in every interaction .
- Patience and self- control
Even though , statistically , 90% of customer service problems are very basic , it takes immense amount of patience to transfer your knowledge and experience to the customer .
- Ability to empathize
Showing empathy and creating emotional connection with the customer is a good foundation for earning lifelong customers for your company.
- Time Management
Under the pressure of time, it is important that the service agents are capable of distributing their efforts wisely and giving each specific problem just the amount of attention it requires.
Flexibility in thinking helps to find the right way of communication with every customer and deliver them a personalized experience .
Creative approach irreplaceable for dealing with difficult clients and complicated problems and wins your company many points in terms of earning more loyal and satisfied customers .
Accountability is a “must-have”skill for customers happiness will be trusted into their hands and it is important that they embrace the responsibility .
- Leadership skills
Leadership skills are essential for providing great service . being a leader means taking full responsibility to make sure a customers problem is resolved as quickly and efficiently as possible .
- Positive Attitude
Positive friendly attitude is the basis of a smooth customer service interaction where the customer is more likely to be satisfied with the service and leave a positive feedback about it .
- Self motivation
Self motivation ensures that a customer service agent will be constantly seeking to get better and invest time and efforts to improve their performance.
- Decision making
Ability to make a decision is an important skill of a service person that will enable a employer to empower their customer service people and trust their decision.
- Teamwork skills
Being able to work in a team helps to create a positive , supportive environment in an office , increase agents productivity and cut problem resolution time.
- Sense of humour
Having a sense of humour allows maintaining a positive outlook , taking customers problems easy and making a potentially
stressful customer service interaction more enjoyable.