Customer Service Skills #18 - Ability To Handle Surprises

Customers can be extremely difficult to deal with at times. In these situations, it's beneficial to have a group of people who will take the initiative to create guidelines for everyone to follow in the future.

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Customer Service Skills #17 - Unflappability

Unflappability is the ability of a person to remain calm and even influence others when things get a little hectic. The best customer service representatives understand that they cannot allow a tense customer to cause them to lose their cool.

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Customer Service Skills #16 - Ability To Read Customers

In order to read your customers' emotional states, it's critical that your team understands some basic principles of behavioral psychology. This will help to keep customer interactions positive.

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Customer Service Skills #15 - Time Management Skills

On the one hand, it is beneficial to be patient and spend some extra time with customers in order to understand their problems and needs.

On the other hand, there is a limit to the amount of time you can devote to each customer, so your team must be concerned with getting customers what they want in the most efficient way possible.

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Customer Service Tips #14 - Use Customer Service Templates

It’s important to keep your standards high and your response times low. Don’t waste keyboard strokes reinventing the wheel for every basic and common question. Build scalable templates so you can respond to these types of inquiries with ease and professionalism.

 

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Customer Service Tips #13 - Always Close Conversations Correctly

Every conversation you close with a customer should end with you saying “Is there anything else I can do for you today? I’m happy to help!” and your customer saying “Yes, I’m all set!” loud and clear. Correctly closing a conversation shows the customer three vital things:

— You care about getting things right.

— You’re willing to keep going until you get things right.

— The customer is the one who decides what “right” is

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Customer Service Tips #12 - Solve Problems On The First Call

One of the best ways to keep customers happy and be seen as a company who provides outstanding service is to practice first-contact resolution. In other words, solve your customers’ problems the first time they call in. There’s nothing your customers will appreciate more than getting their issues addressed the first time around.

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