6 Skills Customer Service Needs
Behind a big company, there is always a big role of a customer service who is the gateway for the exchange of information related to the company. Not only that, a customer service person is often the front liner to accommodate complaints, suggestions, and questions from customers regarding the company's services or products.
Customer service has a very decisive position, especially in establishing good relationships with consumers. This applies to various industries such as banking, services, consumer products, and so on.
The development of technology and digitalization in business practices has shifted the use of the telephone as the main medium that connects consumers and customer service. Electronic mail, live chat, social media, and mobile support platforms are new alternatives.
Technological changes around the world are very demanding for everyone to be able to adapt quickly. For some parties, of course, adjustments are needed in perform customer service functions. In order to provide the best service, the following is an explanation of the six skills that customer service needs to have.
1. Empathy
Customer service must listen to any complaints or questions submitted by customers patiently and carefully. There are times when customers just need to be heard. Avoid interrupting the conversation, especially if the customer is submit a complaint.
After the customer has finished submitting his complaint, show that you feel the inconvenience or difficulty the customer is facing. Say, "Sorry for the inconvenience you have experienced... or "Sorry for what happened
Cultivating empathy certainly requires practice and patience. The more interactions you have with your customers, the easier it is to find ways to get your message across well. The empathy you show will make customers feel confident that the company will find the best solution for their problems.
2. Be patient
Being a customer service means being willing to listen to what customers have to say. Patience is one of the main capital for a customer service. Being patient when listening to what customers have to say while taking notes on important matters will help provide the right solution.
During your work, you will come across a wide variety of responses from customers. Being patient will keep you calm in the face of various complaints or questions submitted by customers.
3. Attentive
Reiterate some important things previously conveyed by customers. This will show that you care and value every information submitted by customers. While listening, you can record and understand any information be delivered. After that, you can try to relate the important stuff with the appropriate steps suggested by the company.
4. Use positive language
The choice of words when communicating is one thing that needs to be considered. Sentences with a positive tone will also give positive energy to the other person. Thing it will also help when you can't fulfill the customer's wish.
Without needing to use the words “no” or “cannot”, you can immediately provide other alternative options to customers. For example, when a customer wants blue shoes which are not available in stores. Offer a solution by showing another color choice with the same shoe model or giving a choice of blue shoes with a different model. This way shows that you are always ready to help with customer needs.
5. Persuasive
According to the KBBI, the word persuasive has the meaning of being subtly persuading (to be convinced). This means that you must have the ability to attract customers to the various offers or solutions that you and your company provide. In order to
To do this, you must understand more about the product or service what you will offer.
That way, you can invite customers to find out how the solutions you offer are very suitable to the needs or constraints that are being faced by customers. In order to convince customers by paying attention to the following points:
- Speak calmly and stay confident
- Build customer trust by ensuring that you have communicated with other relevant departments in dealing with the problems they face
- Body posture (give a smile and make natural eye contact).
6. Product knowledge
Knowledge of the company or product is the basic thing that needs to be shown when communicating with customers. When you can deliver a product or service with confidence, it will also increase trust customers to the products or services offered.
Do not hesitate to share your personal experience when using the same product or share testimonials submitted by previous customers. Be honest with the customer if the product or service is not up to the mark customer needs.
To achieve the goals the company wants to achieve through Customer Satisfaction & Relationship Program, prasmul eli provides Short Program for middle managers. This can maintain and even improve service quality related to customer value, customer satisfaction, customer loyalty, cross sell and up sell, and so on. Customers are the most important part of all industrial sectors. As businesses become more competitive, attention to customers must be more focused on trying to satisfy them. Form good customer service to realize a successful business. Make sure to achieve customer satisfaction and loyalty so that it has a direct impact on increasing your business and profits.
