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Group Members

Daheem Siddiqui
Asad-ullah Munir
Hasnain Hashmi
Wajahat Hussain
Yusuf Ammar
Introduction
• This is especially true when it comes to marketers, financial teams,
and other c-suite leaders who want to show business growth.
• We want new customers, and that’s okay. In fact, that’s a good thing.
• However, in your request to reach new markets and acquire new
clients, it is imperative you don’t ignore the ones you already have.
• Customer acquisition costs are high; it is six-to-seven times more
costly to acquire a new customer than retain the ones you already
have.
• The best way to maintain customers is by keeping them happy.
Customer Service Skills
• No matter your business size or industry, your
customers have one thing in common: their
humanity.

• Employees with these customer service skills


do more than create transactions, they create
positive customer experiences. Alternatively,
companies who don’t value and empower
these skills can find themselves sliding down
a slippery slope.
Empathy
• Understanding the customer and the problem is key for
anyone in a customer facing role.
• One-to-one customer interactions with your customer success
team are the biggest place you can show empathy. Anyone on
the phone, live chat, or social media customer support must
understand that they are talking to a real live person.
• It can’t be stated enough that customers are human beings, not
another stat for your spreadsheets.
• Sometimes, empathy will mean you have to break the rules or
make an exception. If someone needs you to bend the rules
due to a family emergency or extenuating circumstances, and
you do so, you could develop a lifelong brand advocate.
Clear
Communication
Skills
• Clear communication skills mean speaking
without jargon, especially if it’s terminology
specific to your company.
• On the technical side, when it comes to verbal
communication, those speaking to customers
in person or on the phone must also speak
clearly – no mumbling allowed.
• Non-verbal communications also come into
play during these conversations, even when
they’re on the phone.
Product
Knowledge
• product knowledge is a crucial element that can’t be ignored.
• Regular training and product updates to give your reps a true
understanding of your product, as well as any product changes
that will affect customers, is key to the success for your
company.
• In order to truly help people, your reps must be able to give
accurate and up-to-date information about your product or
service.
• In-depth product knowledge does more than enable service
agents to troubleshoot customer problems it allows reps to help
customers get the most out of your product, ensuring your
product or service provides the maximum value.
Problem-solving
Skills
• In essence, problem-solving is what customer service is all about.
• While there are many problem-solving models, those interacting
with customers need to be quick on their feet. There’s no time for
group brainstorming. Your clients want their problems fixed and
they want them fixed now.
• Great customer service means getting to the heart of problems
immediately, then coming up with solutions.
• The circle doesn’t stop until your customer’s issue is solved.
Patience
• The ability to stay calm and keep from taking things personally
will help diffuse tense situations with angry customers.

• A customer service representative may find themselves with a


customer who doesn’t know how to describe the problem or
struggles to accurately answer the reps questions.

• Service reps who maintain their patience are less likely to get irked
when interacting with a frustrating customer.
Positive Attitude
• Even if a customer service agent is having a bad day, the
calls are going to keep happening.
• The important part is how that agent reacts, even if a
particularly feisty customer happens to be pushing their
buttons.
• Having a positive attitude is one of those customer
service skills that is essential for all employees.
• These people are more enjoyable to be around. Plus,
they’re more ready to solve problems and able to execute
the next skill: Positive language
Positive Language

• Those with positive attitudes are able to focus on


solutions. Building on that, those who speak positive
language also speak in positive terms – they don’t
mention the negatives.
• Positive language is how a customer service rep uses
their communication skills to share information.
• By using positive language, customer service managers
can overcome a customer’s problem before they even
knew they had one.
Listening Skills
• Even though a rep might face the same problem
15-to-20 times a day, it is imperative they still
listen to each person and each call.
• Customer experiences vary from person to person.
A problem may be common, but that doesn’t
mean that’s this customer’s problem.
• If your customer service representatives are
making assumptions, you’ll find yourself with
customers who are increasingly agitated.
• Asking questions, taking notes, and avoiding
interruptions are all excellent tactics to improve
listening.
A Willingness To Go
The Extra Mile
• A willingness to go the extra mile can also be thought of as
“wow” customer service.
• Wow customer service as “service that goes beyond fulfilling
basic customer expectations and does so in a creative,
unexpected way.”
• While the dedication to a customer-centric approach comes
from management, it is the customer service representatives
interacting with customers day in and day out, listening to
customers’ stories and needs for their furry family members,
who make that wow factor happen.
Personal Responsibility
• Personal responsibility is critical in all decisions and relationships,
be it in or out of the office.
• While it’s quite understandable for mistakes to be made in
customer service roles, authentic customer support employees
know when they have made a misstep.
• We’re all human, and we make mistakes. Accepting responsibility
for those mistakes and looking for ways to fix them is how you
turn a negative to a positive.
• Just like responding to negative customer reviews can turn the
tides, acknowledging the mistake and fixing.
Confidence
• Customers will have faith they are getting the right answer (and
one that will work!) when they talk to someone with confidence.
• Confident employees are a positive reflection on your brand,
increasing your company’s trust and credibility.
• If you have a customer service agent with great empathy, listening,
and problem-solving skills, but who’s lacking just a bit in their
self-confidence, consider doing what you can to give them a
confidence boost.
• Provide employees with positive feedback and some physical tips
on how to be confident.
• Just like those who need some help with easy networking tips,
smiling and maintaining a confident posture will go a long way.
Tenacity
• Most people only call customer service when they have a problem.
This means that your customer service reps are often faced with
unhappy people non-stop throughout the day.
• Sometimes, it’s a simple problem to fix. Other times, not so much.
• Tenacity is also required when support agents are facing problems
that aren’t easy to solve.
• Customer Service reps need the ability to deal with other people’s
frustrations day in and day out, while still maintaining that positive
attitude.
• Customer service reps will have to spend extra time, or take
measures not usually taken, to ensure the issue is resolved.
Authenticity
• Authenticity will go a long way when it comes to customer
service.
• It means you’re not just reading a script, you’re not
pretending to listen, you are giving your best solution to each
and every customer.
• It means that you’re not trying to help a customer to fulfill
your own goals.
Adaptability
• Each individual’s situation is unique, and you need to be ready to
adapt to each one.
• Finding employees with strong adaptability skills will not only help
your customer success rate, it will also help you find strong leaders.
• Assuming people responded with an accurate self-assessment,
there’s a good chance most employees will have these two critical
customer service skills.
Attentiveness
• Be attentive to your customers and make them feel like they
matter.

• The ability to really listen to customers is so crucial for


providing great service for a number of reasons.

• Not only is it important to pay attention to individual


customer experience but it’s also important to be mindful and
attentive to the feedback that you receive at large.
Desire To Learn
• Over time, your product, service, and procedures will continue to
change. You need customer service employees who are both
ready and willing to learn.
• Like the other customer service skills that apply to all employees,
those eager to learn show that positive attitude.
• When you provide employees with opportunities to learn, their
appreciation will show in the high levels of customer service they
provide
Professionalism
• It is important for employees to remain professional at all times,
even if the customer reacts angrily if they are not happy with an
aspect of the service they have received.
• Employees should remain level headed in these situations and
continue to address the customer calmly.
• A friendly manner is important in every type of situation and can
go a long way to reassuring customers of the professionalism of
the business as a whole.
Acting Ability
• All service agents need to know how to put on a happy face.

• Even if you’re having the same conversation for the 100th time,
it’s the first time this customer is having it with you.

• This means that those in a customer facing role need to show


their energetic side in every interaction. Whether they’re bored,
tired, or stressed, reps can’t let it show.
The Ability To
Respond Quickly
• Good customer service skills require being able to not only adapt,
but do so quickly.
• If you leave someone waiting too long for a response on that chat
box, there’s a good chance their frustration levels will increase,
making it even harder to get their satisfaction levels up.
• Help your employees show off their ability to respond quickly by
ensuring you have enough staff.
• This skill is intertwined with product knowledge and confidence.
Time Management Skills
• No one appreciates those that waste time.
• This is a skill you need for nearly any job, but in customer service
those who waste time keep customers waiting. That’s not very
good service.
• If you don’t know the solution to a problem, the best kind of
support professional will get a customer over to someone who
does.
• Don’t waste time trying to go above and beyond for a customer in
an area where you will just end up wasting both of your time.
The Ability To Let It Go
• Knowing how to let it go is a skill that I often
advocate.

• Those in customer support roles, such as call


centers, are often the brunt of verbal abuse.
People call up wanting to vent and have a
source to dispel their anger.

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