Customers want and need good customer service; however, there are many employees who haven’t been trained or who don’t care about giving good customer service. When this kind of service is poor, a company can easily go south. There are several customer service skills that are important such as effective listening. For effective communication to occur, listening must be imperative. If one doesn’t listen carefully to what a customer is saying, the message could be misunderstood or misinterpreted; as a result, communication breaks down and the customer leaves in frustration.
Another customer service skill is attentiveness. Being attentive means the service employee listens carefully and then proceeds to help you with your concern. Patience is still another much needed customer service. Being patient with a customer can sometimes be frustrating and challenging; however, being patient is essential and by being patient, the employee can respond to your needs and concerns, and do their best to help you.
Self-control is another much needed employee skill. Self-control is important, especially dealing with angry customers and is also a great way to treat each customer individually, no matter how bad the previous one was. In addition, persuasive speaking skills are also important. If you are a persuasive speaker, your customer interactions will improve. One secret in being a persuasive speaker is to put the verbal focus on the customer, instead of you, the speaker. Use action-oriented words and call each customer by name. When your customer feels that he or she is being treated beyond the norm, he will feel more respected and appreciated.
Time management is another much needed customer service skill. Effective time management is much more than just being on time; it also includes setting goals and priorities, smart planning, minimizing interruptions and delegating responsibilities. Time management is especially important when you are purchasing a new car or new appliance for your kitchen.
Taking responsibility is another very important customer service skill. When something goes wrong with a product or service that a customer has purchased, a customer will want and need a representative to be responsible for whatever happened. An apology and then taking the necessary steps to make atonement for the problem can go well in resolving the problems.
To conclude, customers want and need good customer service; however, there are many employees who haven’t been trained or who don’t care about giving good customer service. Talk with your manager about the importance of customer service skills!