Working with people can be strenuous, especially if those people are unhappy customers. This is why possessing customer service skills is starting to represent a requirement for more and more positions which at first glance don’t seem to have a lot to do with customer service.
In this article, we will discuss about five customer service skills, and why they are very important for your activity:
1. Great Communication Skills
Communication skills are vital in any job where you are dealing with people. Knowing how to deliver your message in a way which is clear, intelligible, and has no chance of appearing offensive is key to understanding and solving customer complaints in a way which they are satisfied with. Remember that communicating efficiently means paying attention to four essential dimension: non-verbal message (relaxed body posture, open and friendly gestures), paraverbal message (tone and pace of voice, intonation), verbal message, and active listening (listening without interrupting, showing empathy, giving ample feedback).
No matter how upset the unhappy customer is, never lose your cool. Stay calm and communicate in an equal tone of voice. Wait patiently, and you will see that your attitude will have a calming effect on him. Stay relaxed, but not too relaxed. Don’t smile or assume an overly relaxed body posture. This will be most likely interpreted as a sign of disrespected.
Lies or half-truths might earn you a sale, but not a happy and or returning customer. Always be honest with your customers, and you will see they will appreciate you and your work more.
When you are working with customers, you represent your entire organization. You need to learn as much as possible about the products or services you are selling to your customers, and always be prepared to provide alternatives to your customers if you see they might use advice.
5. Negotiation skills
Knowing your products and being honest about them is a great way to make your clients interested in buying a product, but you need to back it with negotiation and persuasion skills. Be confident and present them with win-win deals.