CUSTOMER SUPPORT SKILLS THAT WILL BOOST SERVICES
2. Skills Needed to Avoid Embarrassment. Though, many skills are needed to bring perfection to your team but here are five vital skills that prove backbone of customer service. By mastering these skills, a company can establish a relationship of loyalty and happiness with its customers.
2.1 Empathy: Empathy is a situation in which you feel yourself in place of a customer. You feel his situation, experience problem and do your best to eliminate his issues. Empathy is totally different from sympathy. Sympathy is just a feeling to feel the sincerity of your customers. Sometimes, it is difficult to cope up with angry customers. In this situation, empathy means a lot. You make a client negotiate by using short empathetic phrases rather than to complaints. By implementing empathy into the customer service strategy, it makes the irritating and furious customers happy and lessens the chance to lose the clients. Indirectly, this skill can win the heart of the prospects. Implementation of empathy requires a proper training and sequence of steps to follow. It’s just the addition of empathetic statements in your daily conversation that depicts you are really focused towards the customers and it is your responsibility to help them out. The main practices of empathy are, to listen actively to your customers and apologize to them for any inconvenience. After that express, a sincere wish to help by using phrases like, “Let me see what I can do for you.” or “We’ll figure out the issue.” The most important thing to behave politely even when your customer isn’t. Try to assume yourself in place of the customer. Lastly, ask for the possible solutions they demand. This helps the clients to understand that you really want to sort out their issue.
2.2 Self-confidence: One of the vital aspects of the customer relation is self-confidence as it is a cause of strong bond with the client. Lack of confidence can create a fall off on the company’s growth. When a customer service representative deals with a prospect and becomes nervous, shows lack of information and confidence, the client realizes that agent is unable to resolve his issue. Self-confidence emerges when you work in a comfortable environment with birds of a feather. But in the case of customer service, you will work as a team and has more struggling and competitive environment. If those agents are trained well according to a well-defined strategy, then a company can generate more confident and successful representatives.
- How can a salesman answer a client properly when he isn’t fully aware of the product or service? This will definitely create a frustrating situation. So, agents should be trained first to explore the product and make possible scenarios by themselves that they can face in future. After getting information about the product, they can deal with the customers more confidently.
- Trusting your employees can give them motivation. They assume that they are capable of facing any situation. Thus, a company’s support can give enough confidence to the employees.
- A good hiring practice can also give more confidence to customer service team. An interviewer can analyze which person has the ability to deal with the clients without any frustration.
No doubt, confidence leaves a good impression and prospects want to attain your services in future.
2.3 Depersonalization: When a client shares an issue with you, he has the concern with the solution. That will be irritating for the customer if an agent starts sharing his own experience. A simple phrase,”I can feel your problem.” can be appreciated more.
2.4 Positivity: A positive attitude can resolve half problem of the customer. Always focus on the clients’ issue and try to help them. If you don’t have the solution at the instant, avoid disappointing your prospect. You can refer that issue to your senior who has more experience to solve their concern. An optimistic and positive attitude can make a strong bond with leads.
2.5 Listening: Active listening is one of the skills that can save you from embarrassment. Your body language and responses depict that you are attentively listening to your prospect. Don’t interrupt your client while he is explaining his issue. Ask probing questions to your customer that will show your concern. If you have any confusion, just repeat what the client has said to confirm it. Don’t be afraid of asking clarifying questions. A customer will feel relax if you have complete focus on his issue. These core customer service skills can make a marked impact on the business as well as customer and company’s relation.