A large part of hiring the best employees is hiring ones that have great customer service skills. The way that your customers get treated impacts not only your bottom line but also your company reputation and your ability to attract and retain customers. In this article, we discuss the top customer service skills that your staff needs to have in order to provide exceptional customer service.

Versatility

One of the most important aspects of being a good customer service rep includes the ability to adapt to various customer inquiries and situations. A rep needs to be able to find solutions to individual cases and think outside the box when unique situations arise. The ability to quickly learn new tools and use various channels of communication with customers such as email, social media, and phone, are also important.

Time Management

In the area of customer service, managing time effectively is key to keeping customers happy. If customers need to wait more than a few minutes to get help, they are likely to switch over to a competitor that provides faster service. So make sure that your systems and processes are as efficient as possible.

Limiting Transfers

Another essential ability that a rep needs to have is resolving issues in a single interaction, as much as possible, rather than transferring the problems to other reps. When many transfers take place, or the issue is not resolved quickly enough, customers may not stay with the company.

Communication Skills

Having great communication skills includes various components. Here are some of the elements:

● Efficiently answering questions while communicating in clear language that is easy to understand.

● Having empathy to show that the issues and emotions of the customer are understood. This is important for keeping the customer satisfied and can help to resolve a difficult situation.

● Listening attentively to the customer’s problem and giving them time to fully explain the situation, which makes them feel heard.

● Staying calm, being patient, and maintaining positive communication throughout the conversation to lead it to a positive outcome.

● Thanking customers for their understanding and patience.

Company Knowledge

Make sure that your customer service reps are kept up to date about products and services and important changes. Provide adequate and ongoing training so that they will be well prepared to answer customer questions. Also, ensure that they have the right tools to do their jobs and effective management.

For guidance on creating a strong customer service team for your business, consult with a coach today.