Most Important Skills to have in Customer Service 1. Patience

When a customer contacts you about a problem, they’re normally not happy. So its not a good idea so say something that will make them more unhappy. Watch this.
Employee: Thanks for calling Max express, this is Jennifer.
Client: Yeah you’re company promised me a delivery on Tuesday and now its Saturday and its still not here. Do you have any idea what kind of problems this is causing me?!!
Employee: Maam please, Calm Down.
Client: Calm down? Don’t tell to calm down. If you’re company would’ve done what you promised we wouldn’t be having this conversation.
Instead of focusing on the customer’s concern, Jennifer instructed the customer how to react which led to an argument. Patience is one of the toughest skills to hone especially if it doesn’t come naturally. This call could’ve been handled much better watch this.
Employee: Thanks for calling Max express, this is Jennifer.
Client: Yeah you’re company promised me a delivery on Tuesday and now its Saturday and its still not here. Do you have any idea what kind of problems this is causing me?!!
Employee: We apologize for the inconvenience, that’s got to be very frustrating. Let me help you with that, what I can do is send a rush request so we can send your shipment overnight.
Client: Okay thanks. (Relieved)

That was much better, Jennifer showed her sympathy to the caller by apologizing and focused her efforts in solving the problem and that’s what the customer wanted in the first place. Telling the customer how to act is never a good idea.

2. Attentiveness

Listening skills is so important in providing great customer service. Being engage with the customer is the base to give them what they need. Sometimes its all customers want, for them to be heard. They want someone to listen to their problems and someone who can deal with it and by listening you can identify what resolution you can give to the customer.

Employee: Thanks for calling transcend, this is paige.
Client: This is Chad, I’d like to speak with with Mr. Robertson please?
Employee: He’s not in, would you like his voicemail?
Client: No that’s okay, please just tell him I’ll be a little late for our meeting. Employee: Yeah, okay. Ahhm what was your name again?
The caller gave his name and the employee missed it. When you missed the caller’s name it makes them feel so unimportant. Being engaged with the caller and just listening are very different. That’s why when you provide customer service you need to be engaged and take note all information so you don’t have to ask for it again.

3. Clear Communiation Skills

Clear Communication skills is an important factor in customer service because you need to communicate with the customer. Understanding the caller and responding in a way that would make sense to them will make your work easier but its not just that. When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing in doubt. Avoid fillers and also killer words. Like this.

Employee: Thanks for calling this is _________, Client: Hey its john jones. We spoke last week regarding the medical records that I requested to be faxed and you said to call you today if still hadn’t receive it. Employee: Oh hi Mr. Jones regarding the medical records, can I be honest with you? Client: No I want you to lie to me. (Sarcastic) Yes of course you can be honest with me. This killer words will leave bad impression to the customer like they would think that you’re not being honest with them and you’ll lose your credibility. Sometimes they would even show you how sarcastic they are. Now lets see how can this be done more effectively. Employee: Thanks for calling this is _________, Client: Hey its john jones. We spoke last week regarding the medical records that I requested to be faxed and you said to call you today if still hadn’t receive it. Employee: Oh hi Mr. Jones regarding the medical records, our company is still gathering the past medical records so we can send you all of them at once. Probably that would still take 2 business days. Client: Okay, I think 2 business days sounds good. See? These killer words are useless and will just establish an unclear communication with the customer. It will also question your integrity.

4. Knowledge of the product A lot of companies really focus on training their people for their product knowledge as this is essential to the business. Its actually a marketing strategy, because this can be used by the staff or employees to provide good customer service. This is a great advantage towards other competitors as this can be helpful in sales.

Employee: Thanks for calling Sprint Telecommunications this is Max How can I help you? Client: Hi Max, ahhm I’d like to know how much it would cost me to extend my subscription please? Employee: I’ll be happy to check that for you. Ahhm can I have you account number please? Client: Sure its W for whisky, N for nancy 788456. Employee: Aryt let me just re-verify WS788456 right? Client: Yup, that’s correct. Employee: Ok so I have here you’re accounts info. To continue your subscription for next month that will take you $15.5 and if you want to extend your subscription for the whole year that’s $100. Client: Hang on just a second , I’m not really sure if I can afford it right now. Employee: Okay so here are some reasons to consider extending your subscription today. It shows here in our systems that you have used your unlimited text messaging service too often. If you extend it now, that will cost you lesser. In addition special promotion like the current promotion don’t come around too often so If I were you I’d take advantage of the extra $30 off before it expires. Client: Yeah that sounds pretty good. I’ll take the 1 year subscription. My credit card number is….. Wow! Max just showed great product knowledge, and buy that he got the sales. This shows how product knowledge is important not only in customer service but also in sales.

5. Time Management Skills Sometimes going beyond for a customer in an area will just waste both of your time. Even worse is if your customer will get irate because of the misleading question that you asked. Watch this.

Employee: Thank you for calling blue cross blue shield this is john how can I help you? Client: Hi john this is Lawrence. I’d like to check my insurance eligibility please? Employee: I’ll be more than happy to help you with that. Ahhm can I have your account ID please? Client: Sure that’s Y for yellow R for Robert and S for Sam 453668. Employee: A’ryt. So I have your account here in front of me. Hang on just a sec. Client: Okay Employee: By the way, How are you doing today? Client: Well, I’m having a bad day, I’ve already spent almost 2 hrs on the phone by just getting this information and no one seems to know what they’re doing The employee could’ve just focused in the customer’s inquiry. Now he’s question turned the customer to go irate. Simple misleading questions can turn into an argument or can go further which can make the call longer. Providing good customer service in an efficient manner is important to make a positive impression to the customer as well as reducing your AHT or average handling time in each call. Watch this. Employee: Thank you for calling blue cross blue shield this is john how can I help you? Client: Hi john this is Lawrence. I’d like to check my insurance eligibility please? Employee: I’ll be more than happy to help you with that. Ahhm can I have your account ID please? Client: Sure that’s Y for yellow R for Robert and S for Sam 453668. Employee: A’ryt. So I have your account here in front of me. Hang on just a sec. Client: Okay. Employee: A’ryt so it shows here that your insurance is no longer active and that you need to pay your monthly premium to continue it. If you want I can accept your payment. May I have your credit card number please? Much better. Time is important in customer service. Not only that it is needed in other companies like call center but resolving the issue in asap will give a positive impression to customers.