Customer Service Skills is your set of behaviours you exhibit when interacting with a client. They include the behaviours you exhibit as an employer when guiding a customer during the interactions you have with him or her. These behaviours, when translated into managing skills, would be the set of skills and tactics you use to make sure that you guide your clients through the required interactions and, at the same time, guide them in the right direction. Here is a list of some of these behaviours:
You have to be in their face A lot of people in the support channel tend to avoid expressing what they really feel to avoid upsetting or offend the customer. However, it is important that you, as the boss, keep in mind your clients' feelings and convey your concerns clearly. When you are in their face, you can be more than vocal about your issues and, at the same time, use your customer service skills to support them in their mode of communication.
Observe and report As part of your customer service skills, you need to observe your customers in action. This would help you understand the feedback they are giving you. By doing so, you can gauge their level of satisfaction with the product and you can ask pertinent questions to improve the customer experience further. At the same time, do not just collect the data for the sake of it. Your observations and feedback can be used to build up your coaching skills, as you learn to better direct your customers in the right direction.
Make eye contact is probably one of the most important customer service skills training programs that you can implement in your workplace. This can create a positive connection between you and your customers. If you make eye contact with the customers, they tend to feel that you are interested in them. In turn, they feel that you can empathize with them and that you care about their problems.
Engage with customers Not only should you listen to them but you should engage with them as well. This can be done in a number of ways. There are many customer service books that list different methods of engaging with your customers. The bottom line is that you should never ignore the needs and concerns of your customers no matter how trivial they may seem.
Social media have made its mark in the world of customer service skills training programs. Now, it has become extremely important for agents to use the various social media platforms. Make use of the various popular sites like Facebook, Twitter and YouTube. Engage with the customers using their platform. The best thing about these social media is that you can get in touch with your agent's from anywhere in the world, anytime of the day.
Set high customer expectations The other thing that you need to do is to set high customer expectations. Ask your agent what are their priorities. Make sure that you create a work environment where your agents can identify their own personal goals. If you want to know the secrets of successful business men then read customer service training programs that teach you about setting high expectations.
These are the things that you need to know if you want to be known as a great customer service representative. These are also the things that will help you develop great customer service skills. Always remember that a good agent is a happy agent. If you want to be known as a great customer service representative then you need to ensure that you have these four things in place.