There are certain customer service skills that all employees need to learn if they are to make their customers 100% happy.
Businessmen will find themselves constantly facing embarrassing situations if most of their customers complain about their products or the inefficient service given by their employees. Simply put, they will lose their customers if their employees do not level up to improve the way they handle their customers. To be a “people person” requires the right skills most especially those employees who are dealing directly with customers on a daily basis.
What does it take to “wow” customers?
Below are 5 important customer service skills that matter:
Customers reach out to employees because they are interested in your company’s product or services. When they are confused and frustrated, they need someone to listen to their concerns. Patience will enable you to engage in such “slow service” so you can better understand their issues. But for sure, your “great service” will create a lasting impact on your customer.
Always be patient when customers come to you confused and frustrated. Rather than focus on being competent, make sure that you truly understand their concern. Rushing them out of the door will only disappoint them all the more.
2. Listening Skill
In order to provide great service, it is important to learn how to really listen to customers.
Listen to their language and the term they use to describe their language. More importantly, look at their feedbacks from a larger perspective and be mindful of it.
For instance, customers may say, “I can’t contact your support service to inform them that my cable connection is out again. Your phone service and email sucks!” What they may be saying is that there is something wrong with your customer service that your company needs to take a look into it. They may not be saying it correctly but you need to figure it out and to help them articulate it better.
How can you help your customer articulate better their concerns?
3. Clear Communication Skills
Inform the customer how you understand their concern and that you are handling their concern quickly. No need to tell them your life story in order to excuse yourself from a mistake that you have done. Be cautious of what you say, otherwise, the implications might be misinterpreted, hence, ruining your relationship with the customer.
An example: A customer has been informed that his car would get an “oil change” for his car. An employee has informed him that this would be included in the final bill. Thinking this would be free, he agreed. Only to find out later on, upon receipt of the final bill, that there is an additional cost to this service. The customer was angry and confronted the employee who just could not explain why such miscommunication has happened.
When there are important details to be relayed, keep it simple. Make sure that customers understand what you are telling them.
4. Front and Back Knowledge of the Product
Most likely, customers would come to your employees for assistance when they encounter problems with your products. To be proactive, employees in your company need to understand deeply your products so that they can give the necessary assistance to your customers.
Know your products from front to back so that you can address the concerns of the customers when they encounter issues with it.
5. Ability to Use “Positive Language”
In order to create “happy” customers, you need to make minor changes in your conversations with them. The language that you use will affect they way the customer will “hear” you.
Example: Your customer is interested in buying your product. However, it will only be available next month. A positive response to a negative situation will surely go a long way.
Usual response: “ I’m sorry sir, but the product is currently unavailable. But it will be available next month.”
A more positive response: “It will be available next month. I can place the order for you right now. I will make sure that it is sent to you as soon as it arrives in our warehouse.”
These are just but a few skills but they will surely go a long way in making sure that your customers are happy. If all employees will make an effort to practice these customer service skills, it will show your customers that your employees care to:
- Do it right;
- Keep on doing it until the customer is satisfied, and;
- Listen to their customers so they will keep on coming back.
If these are done, for sure, every meeting will bring all about the customer happiness metrics. This can definitely help improve the sales of your products, increase the marketing potential of your business, and likewise, make your employees happy because they have also made their customers happy.