Good customer service is the holy grail of good business. While this seems like a simple thing to learn and adapt, it is not as easy as it seems. However, for businesses who aim to incorporate the right skill into their customer service, this article examines the 5 most important skills for effective and efficient customer service.
Persuasive Speaking Skill
Take a moment to look within your company, if the most persuasive speaker isn’t in the sales department, then something is wrong. Persuasive skill is one of the most important characteristics of a customer service representative. This is because the customer service representative is constantly in the task of trying to convince a fair-weather customer into a stable one and also converting visitors into regular shoppers. Beyond this, more than 74% of customers revealed that they remain with a company based on the positive customer experience. Persuasive speaking skill is the first step into creating a positive customer experience.
Empathy
No matter how skilled your customer service representative is, if he or she is not empathetic, your customer list will continue to dwindle. This is because emotion is the factor that leads a customer to buy. 70% of customers did not patronize your company simply because they want to solve a problem, in most cases, it is the emotional appeal attached to your service or product.
Sadly, business owners usually pay attention to the bottom line, ie, financial satisfaction. However, in most cases the bottom line is not the most important factor, emotional appeal is far more important. If you find a customer service representative that tries to understand your customers before reacting to their needs, your business is on its way to becoming a great one.
Adaptability
Do not be surprised when you call a customer to address his or her problem and you are greeted with a shout or an abrupt response. Customers react based on where they are and the current situation they are facing. As such, the ability to adapt is essential for a good customer service representative. This is also why empathy is very important.
Using the right language at the right time
A customer who contacts you and starts lashing out about how bad and frustrating your product is doesn’t expect to get the same reaction from you. Remember the adage “two wrongs cannot make a right.” As such a customer service representative is expected to know how to use the right language at the right time. Positive language should always be a go-to.
Self-control
The customer service role is not an easy one. Because one movement you are attending to an angry customer, the next moment, it is a frustrated one. As if this is not enough, the next customer appears cool and calculated but before you know what is happening this same customer has gone to complain bitterly about your customer service on social media. In a world where a single negative review can nullify 5 positives ones, you want to be careful in attending to your customers. As such, a customer service representative that lacks self-control would create more problems than your company can handle.
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