PRINTOUT: Top 10 Customer Service Skills – Keep a Copy at Your Desk


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Top 10 Customer Service Skills

If you start your career as a cus­tomer ser­vice rep­re­sen­ta­tive (CSR), you are given some basic train­ing from your man­ager to get you acquainted with the com­pany, the prod­ucts or ser­vices you will be rep­re­sent­ing, and what the company’s cus­tomer expe­ri­ence strat­egy is.

As the CSR, you must main­tain a bal­ance of these three begin­ners’ train­ing touch points. You will also con­tin­u­ally learn as you grow in your posi­tion. The last method men­tioned for basic train­ing, how­ever, is vital for every employee and every com­pany because the cus­tomer expe­ri­ence reflects the suc­cess of the com­pany.

Below the list is a link to a PDF that you can print out and keep at your desk. Because remem­ber: Every job is a cus­tomer ser­vice job!

1) Atti­tude – Is atti­tude a skill? Not nec­es­sar­ily. But behav­ior can be learned and changed in a pos­i­tive man­ner over time. The best CSRs have a pos­i­tive atti­tude and do their best to
main­tain a “can-do” atti­tude and use the art of affir­ma­tive language.

Tip: Smile before you speak.

2) Atten­tive­ness – Meet the customer’s agenda first, then take care of any­thing else you may have to do, such as gath­er­ing infor­ma­tion or research­ing data, before clos­ing the call or
com­plet­ing the interaction.

Tip: Repeat­ing the customer’s con­cern or request as clar­i­fi­ca­tion helps the cus­tomer know you are lis­ten­ing and con­firms you are on the right track.

3) Affir­ma­tive Lis­ten­ing – Also known as Active Lis­ten­ing, cus­tomers need to know they have been heard and understood.

Tip: Focus, lis­ten for key facts and key feel­ings from the cus­tomer, and take notes.

4) Aware­ness – CSRs need a thor­ough under­stand­ing of the customer’s request before begin­ning to make deci­sions or take action.

Tip: Use open ques­tions to get gen­eral infor­ma­tion, and closed ques­tions to get spe­cific infor­ma­tion from the customer.

5) Empa­thy – Empathiz­ing with your cus­tomers shows them your con­cern for their sit­u­a­tion and that you can relate with what they are going through.

Tip: Lis­ten and show con­cern and aware­ness of cus­tomers’ needs by acknowl­edg­ing their feel­ings with phrases like ‘I under­stand’ or ‘I can appreciate.’

6) Integrity – In your job you have three respon­si­bil­i­ties: to your cus­tomer, to your orga­ni­za­tion, and to your­self. Eth­i­cal dilem­mas sur­face constantly—the chal­lenge is to han­dle such
sit­u­a­tions with courage and self-discipline.

Tip: Keep a record of your actions and deci­sions over the course of a few days and ask your­self: did I act with integrity?

7) PatienceLet the cus­tomer vent until he has com­pletely expressed his frus­tra­tion. Then count to five before respond­ing. This reflec­tive moment may even open up the door to more
infor­ma­tion from the cus­tomer for you to be able to go beyond the ordi­nary and deliver stel­lar ser­vice.

Tip: One of the best gifts you can give some­one is not a dozen roses or an iPad, but ten min­utes of your undi­vided atten­tion, and the patience it takes to see her through
her predicament.

8) Resource­ful­ness – The more knowl­edge you have about your job, orga­ni­za­tion, and indus­try, the more com­pe­tent and con­fi­dent your cus­tomer ser­vice will be.

Tip: The most resource­ful peo­ple ask ques­tions, whether it be back to the cus­tomer or up to a super­vi­sor, to make sure they are on the right track.

9) Respon­si­bil­ity – Con­firm with the cus­tomer that they are sat­is­fied with their inter­ac­tion with you. Let them know you care about get­ting it right.

Tip: Before con­clud­ing a cus­tomer call or inter­ac­tion, ask your­self, “Is there any­thing else I can tell or give the cus­tomer that might be of benefit?”

10) Prompt­ness – Pay atten­tion to the clock and keep the con­ver­sa­tion on point. While you want to be friendly and patient, it’s good to remind that cus­tomer who may get off track you’re
there to help them solve a prob­lem or com­plete a task.

Tip: It’s OK to chit chat, but remain­ing pro­fes­sional and care­ful of time respects not only your job at hand and the other cus­tomers wait­ing, but also the imme­di­ate
customer’s time.

Print it Out

Click here to print out this list and put it up in your office in a place you can see it often. Make copies and hand it to your employ­ees, your friends, your col­leagues. Book­mark this page so you can refer to it time and again. You never know when you’re going to need it.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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