February 20, 2013

15 Customer Service Skills that Every Employee Needs

15 Customer Service Skills that Every Employee Needs

There are certain customer service skills that every employee must master if they are forward-facing with customers.

Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or simply losing customers as your service continues to let people down.

Luckily, there are a few universal skills that every support member can master that will drastically improve their interactions with customers.

Below I'll go over the 15 most-needed skills that matter to this incredibly important position.

The Customer Service Skills that Matter

When most business publications talk about customer service skills, things like "being a people person" tend to take the spotlight...

It's not that this trait is outright wrong, but it's so vague and generic that it is hardly a help to those looking to get involved in support positions within a company, and certainly doesn't help out entrepreneurs/founders who are looking for the right set of skills when hiring the all-important folks who will be taking care of their customers.

With that said, let's get into some SPECIFIC skills that every support employee can master to "WOW" the customers that they interact with on a daily basis...

1. Patience

If you don't see this near the top of a customer service skills list, you should just stop reading.

Not only is patience important to customers, who often reach out to support when they are confused and frustrated, but it's also important to the business at large: we've shown you before that great service beats fast service every single time.

Yet patience shouldn't be used as an excuse for slothful service either!

Derek Sivers explained his view on "slower" service as being an interaction where the time spent with the customer was used to better understand their problems and needs from the company.

If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want — they'd rather get competent service than be rushed out the door!

2. Attentiveness

I feel like men may need to re-read this one twice, if girlfriends and wives are to be believed... ;)

The ability to really listen to customers is so crucial for providing great service for a number of reasons.

Last week I went over a few customer feedback systems, and long before that I showed you the data on why listening to customer feedback is a must for many businesses who are looking to innovate.

Not only is it important to pay attention to individual customer interactions (watching the language/terms that they use to describe their problems), but it's also important to be mindful and attentive to the feedback that you receive at large.

For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling that your software's dashboard isn't laid out correctly. Customers aren't likely to say, "Please improve your UX!", but they may say things like, "I can never find the search feature," or, "Where is the _____ function at again?"

What are your customers telling you without saying it?

3. Clear Communication Skills

For all of the "mumblers" and people who love to ramble on (that's me!), you need to listen up!

It's okay to find out more about your customers, but make sure you're getting to the problem at hand quickly; customers don't need your life story or to hear about how your day is going.

More importantly, you need to be cautious about how some of your communication habits translate to customers, and it's best to err on the side of caution whenever you find yourself questioning a situation.

An example: The last time I went to get work done on my car, I was told by an employee that if I wanted to get an oil change, it would be "included" in my final bill.

I thought that meant I'd be getting it for free, yet as it turns out, that wasn't the case. The employee apologized and I truly believe it was an accident (they just worked there), but I haven't been back to that shop since because of the miscommunication.

When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.

4. Knowledge of the Product

As a non-technical guy, this is one I try to work on every single day.

The best forward-facing employees in your company will work on having a deep knowledge of how your product works.

It's not that every single team member should be able to build your product from scratch, but rather they should know the ins and outs of how your product works, just like a customer who uses it everyday would.

Without knowing your product from front-to-back, you won't know how to help customers when they run into problems.

5. Ability to Use "Positive Language"

Sounds like fluffy nonsense, but your ability to make minor changes in your conversational patterns can truly go a long way in creating happy customers.

Language is a very important part of persuasion, and people (especially customers) create perceptions about you and your company based off of the language that you use.

Here's an example: Let's say a customer contacts you with an interest in a particular product, but that product happens to be backordered until next month.

Small changes that utilize "positive language" can greatly affect how the customer hears your response...

  • Without positive language: "I can't get you that product until next month; it is back-ordered and unavailable at this time."
  • With positive language: "That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse."

The first example isn't negative by any means, but the tone that it conveys feels abrupt and impersonal, and can be taken the wrong way by customers.

Conversely, the second example is stating the same thing (the item is unavailable), but instead focuses on when/how the customer will get to their resolution rather than focusing on the negative.

6. Acting Skills

Let's get real honest here... sometimes you're going to come across people that you'll never be able to make happy.

Situations outside of your control (they had a terrible day, or they are just a natural-born complainer) will sometimes creep into your usual support routine, and you'll be greeted with those "barnacle" customers that seem to want nothing else but to pull you down.

Every great customer service rep will have those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy.

7. Time Management Skills

Hey, despite my many research-backed rants on why you should spend more time with customers, the bottom line is that there is a limit, and you need to be concerned with getting customers what they want in an efficient manner.

The trick here is that this should also be applied when realizing when you simply cannot help a customer. If you don't know the solution to a problem, the best kind of support member 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!

8. Ability to "Read" Customers

You won't always be able to see customers face-to-face, and in many instances (nowadays) you won't even hear a customer's voice!

That doesn't exempt you from understanding some basic principles of behavioral psychology and being able to "read" the customer's current emotional state.

This is an important part of the personalization process as well, because it takes knowing your customers to create a personal experience for them.

More importantly though, this skill is essential because you don't want to mis-read a customer and end up losing them due to confusion and miscommunication.

Look and listen for subtle clues about their current mood, patience level, personality, etc., and you'll go far in keeping your customer interactions positive.

9. A Calming Presence

There's a lot of metaphors for this type of personality: "keeps their cool," "staying cool under pressure," etc., but it all represents the same thing... the ability that some people have to stay calm and even influence others when things get a little hectic.

I've had my fair share of hairy hosting situations, and I can tell you in all honesty that the #1 reason I stick with certain hosting companies is due to the ability of their customer support team to keep me from pulling my hair out.

The best customer service reps know that they cannot let a heated customer force them to lose their cool; in fact it is their job to try to be the "rock" for a customer who thinks the world is falling down due to their current problem.

10. Goal Oriented Focus

This may seem like a strange thing to list as a customer service skill, but I assure you that it is vitally important.

In my article on empowering employees, I noted that many customer service experts have shown how giving employees unfettered power to "WOW" customers doesn't always generated the returns that many businesses expect to see.

That's because it leaves employees without goals, and business goals + customer happiness can work hand-in-hand without resulting in poor service.

Relying on frameworks like the Net Promoter Score can help businesses come up with guidelines for their employees that allow plenty of freedom to handle customers on a case-to-case basis, but also leave them priority solutions and "go-to" fixes for common problems.

Read more about this concept here.

11. Ability to Handle Surprises

Despite what I had to say above, sometimes the customer support world is going to throw you a curveball!

Maybe the problem you encounter isn't specifically covered in the company's guidelines, or maybe the customer isn't reacting how you thought they would.

Whatever the case, it's best to be able to think on your feet... but it's even better to create guidelines for yourself in these sorts of situations.

Let's say, for instance, you want to come up with a quick system for when you come across a customer who has a product problem you've never seen before...

  • Who? One thing you can decide right off the bat is who you should consider your "go-to" person when you don't know what to do. The CEO might be able to help you, but you can't go to them with every single question! Define a logical chain for yourself to use, then you won't be left wondering who you should forward the problem too.
  • What? When the problem is noticeably out of your league, what are you going to send to the people above? The full conversation, just the important parts, or maybe some highlights and an example of a similar ticket?
  • How? When it comes time to get someone else involved, how are you going to contact them? For instance, at Help Scout we prefer to solve small dilemmas over chat, and save bigger problems for email, keeping inbox clutter down to a minimum.

12. Persuasion Skills

This is one a lot of people didn't see coming!

Experienced customer support personnel know that oftentimes, you will get messages in your inbox that are more about the curiosity of your company's product, rather than having problems with it.

(Especially true if your email is available on-site, like ours)

To truly take your customer service skills to the next level, you need to have some mastery of persuasion so that you can convince interested customers that your product is right for them (if it truly is).

It's not about making a sales pitch in each email, but it is about not letting potential customers slip away because you couldn't create a compelling message that your company's product is worth purchasing!

13. Tenacity

Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shorcuts) is a key skill when providing the kind of service that people talk about.

The many memorable customer service stories out there (many of which had a huge impact on the business) were created by a single employee who refused to just do the "status quo" when it came to helping someone out.

Remembering that your customers are people too, and knowing that putting in the extra effort will come back to you ten-fold should be your driving motivation to never "cheat" your customers with lazy service.

14. Closing Ability

To be clear, this has nothing to do with "closing sales" or other related terms.

Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).

Getting booted after a customer service call or before all of their problems have been addressed is the last thing that customers want, so be sure to take the time to confirm with customers that each and every issue they had on deck has been entirely resolved.

Your willingness to do this shows the customer 3 very important things:

  • That you care about getting it right
  • That you're willing to keep going until you get it right
  • That the customer is the one who determines what "right" is.

When you get a customer to, "Yes, I'm all set!" is when you know the conversation is over!

15. Willingness to Learn!

If you came across this article and read all the way to the bottom, you likely already have this skill (nice!).

This is probably the most "general" skill on the list, but it's still necessary.

Those who don't seek to improve what they do, whether it's building products, marketing businesses, or helping customers, will get left behind by the people willing to invest in their skills.

We love how the BufferApp team approaches this skill with their wonderful monthly customer happiness updates. The updates are public, detailed, and go through how the support team (and the team at large) handled incoming emails for the month. What better way can a startup's support team learn as it goes then breaking down their own customer happiness metrics each and every month, for the public to see?

Your Turn...

Now I need to hear from you!

  1. Which of the 15 customer service skills addressed above do you feel is most important? Are there any that I missed?
  2. As a special thanks for reading, feel free to download our free guide on Writing Better Customer Support Emails, your customers will thank you for reading it!

Thank you for reading, please share this post if you enjoyed it.

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Written by Gregory Ciotti Greg ciotti

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75 Comments

Evan Mills Feb 20

Terrific article, Gregory!
But since you asked: "Are there any that I missed?"

...not really since you're technically describing "skills" - but
it's all meaningless if the employee isn't naturally friendly,
outgoing and compassionate. It's really easy to teach skills,
but almost impossible to make a someone truly care (after
they've been hired).

Strongly suggest pre-interview service aptitude testing...

Nidongo Feb 22

Thanks for the post, the 15 useful skills can support me for further work, thank you again for the share.

Moshe Feb 22

Great article. One other important piece is attitude BEFORE and AFTER the interaction. If a customer service rep talks sweetly through the phone call, but hangs up and says, "What a @#$%...", there is no way that this attitude won't show through eventually. At the very least it sends a message to the other members of the team that customers are a nuisance, rather than our most valued asset.

Celeste R Mar 5

One of the most important things - which fits under clear communication skills - is the ability to give a customer all the information they need to act. Customer support has to be easily actionable by the customer! Complete info saves time/headache for the customer and reduces repeat requests. I'm always amazed at how many emails say send (no address), call (no number), go (no link)!

Example: Customer contact for login issue.

Response 1: "Request a new password with the password reset button."

Response 2: "Login issues are most often related to incorrect passwords. Go to (link) and request a new password using the password reset button. If the issue persists with your login/new password, check out the login tips (link)......

Jessica Apr 27

First I would like to thank you for this article. I found it very informative and extremely well written.
I agree that Patience is the number one most important thing when working with customers.
The one thing I would add.. Well I guess it would kind of fall under a calming presence. That would be empathy. The ability to truly convey to the customer that you understand where they are coming from and their frustrations.

grace May 9

great article.
15 skills are very important to achieve the goal: customer satisfaction. but the most important one is the ability to really listen to customers. when we listen to them and understanting what they need, we can help them to found what they want and solve their problems if its the case. its necessary that the customer trust to the employee and be sure that someone is ready and happy to help him.

Deanna May 26

Thank you! This was very helpful to me. We are doing some new things at work and I have been given more responsibilty where this is concerned and I think this is going to be very helpful. I am anxious to see how it works with the other tools I have been given. Again, Thank you!

Rolly Jun 3

It was an insightful one and indeed helpful for those who wants to build a career in support services! I really Agree that a good knowledge of the product you're fronting for will go a long way to forestall any embarrassment! Customer service personnel must be willing to go the extra mile I must add!. Thanks.

Salvador Polonan Jun 7

This article is awesome. All 15 skills are very important and very useful. You can't be a good customer service if you missed one of this 15 skills listed. For me one thing that is very important is "Time Management Skills" if you don't have this everything is useless. Very interesting topic. Thank you for sharing and more power!

Helen Jun 7

Hey ...Greg,

I really did enjoy reading your definitions regarding Customer Service Skills. It was not only an enjoyable read, but very clear and personable. You have a good style and writing skill, which enhances reading.
Thanks.

Spiros P Jun 19

Great article thank you very much!

Jessalyn Teoh Jun 19

Great article! I personally think working with customer service requires a lot of skills that come to reaction on the spot. I want to emphasize the importance of your 8th point about being able to “read” the customers. It's so true. Check out my experience: http://su.pr/1EWePv I received great customer feedback after! Reading a customers and being able to start off a small conversation can bring the quality of service to another level.

John Decker Jun 24

This is an interesting article. I have been trying to find a telecommunications system to help hand more business traffic. I was told to try call center services because they are used to working with business and organization with the same issue.

komal Jun 30

Very helpful comment for those who are in customer services or will try to be in. A concise article which includes all points relatively from basics to the end product i.e to mandate the client.

Rennie Smith Jul 2

For someone to start his career in the customer service, these points are very helpful. These can be described as the pillars on which you start building your career and relationship with customers.

Kiran Kumar Jul 27

Its very useful to one and All. I learnt a lot in these fifteen important Points. Thanks.
From Hyderabad, India

rula Aug 8

thank you I believe in good customer service I mean the one from the heart. and you make feel more sure about myself.
thank you

Nkole Kangwa Aug 13

Wow!! This is truly great stuff,will help me in my interview tomorrow. Thanks Greg! From Zambia,Southern Africa ;)

Ed Aug 21

Dedication.

If your employees are not dedicated, then none of the skills above matter. So at the same time, do not lose focus on just getting good customer service. You also need to look at good employees and attempt to train bad employees or escort them out the door.

Ed Aug 21

Just to add to my first comment. All the skills, behavior or even attitudes listed are great. I know, because I have been there and have actually done all of these from one customer, company or another. When managers or supervisors 'installs' confidence, trust, motivation, resource, safe environment, goals, recognition to his or her employees, you will have a good customer service as long as the manager or supervisor is well verse in customer service. No individual is born with the customer service skill but it is honed or as a manager needs to care to mold or bring out the from his or her team. In related words that is, the manager or supervisor must have a minimum of the above skills before expecting it from his or her employees.

Marianna Paulson Aug 28

Excellent break-down of skills that enhance the customer experience.

The catalyst? Stress techniques - when stress is "undressed", performance is enhanced, which makes your Fabulous Fifteen flourish.

Janine Sep 2

Good insight...its my first day on a new job of being a Personal Assistant/Customer Care Rep and reading this article right here on my desk is pretty amazing. surely will improve in some key areas. thanks alot. From Africa with love.

Helpful Solutions Sep 5

• Commit to equality & quality service to everyone in your presence
• Treat people with courtesy, respect, like best friends and positive communication
• Never argue with a customer, listen, agree and do what you can to provide a solution
• Leave any sexual content, jokes or humor out of all conversations, it leaves doors open to complete strangers, gently change the subject, don’t feed into it and don’t answer it.
• Work in your own section, unless invited or asked for help when other servers are busy
• Touching customers is a sensitive issue; avoid personal contact or deliberate contact. Especially in erogenous zones such as legs, face, chest, stomach or lower back. Contact when serving food or beverages is to be expected from time to time. All you have to say is “excuse me”.
• Men are more susceptible to open communication with all people, women are a little more reserved for many reasons, help them feel “welcomed and equal” every single time

erwin Sep 8

auuhhmmm, well i guess its impressive.. but im not in call center company,, not yet,, but i'm going there.. let's see.

David Antonio Wagner Toledano Sep 13

Greg!!

Been reading your blog for a few days and you're right on! Glad to see someone SO young and so eager to enhance the quality of service delivered by organizations across industries. Hope our paths cross some day bet we'd have a lot to talk about.

Salud!

Daveeed

Ayo akins Sep 17

Actually am very happy to get this online, because i really need all in my day to day activities to bring more best out of me in my profession. as a custormer service trainee.thank so much

Neil Sharp Sep 23

Great article Gregg, when you read through the 15 steps you realise how often certain ones are easily forgotten in day to day 'real life' scenarios. Anyone is a customer service/forward facing role should read and digest these.

Stephen Oct 3

I think what you should add is positive attitude.

Tom Oct 3

Additional Essential Customer Service Skills:

Sense of Accountability and Responsibility are at the very heart of Customer Service. An employee must want and be able to take actions necessary to resolve issues with the delivery of product and services to meet the expectations of the customer. Boiled down this means that the employee is motivated to meeting or exceeding the expectations of the customer (AKA Quality).

Empathy is the ability to sympathize with a customers needs and then act in a manner that brings value to resolving issues with delivering the goods or service.

Finally, to expand on "Knowledge of Product" the definition of quality is the degree to which you meet the communicated and sometimes expected requirements (specifications) of the product or service. The cost of quality (See: http://asq.org/learn-about-quality/cost-of-quality/overview/overview.html). Sometimes a customer doesn't understand the specifications and is expecting something more than what the specifications allow (ie using scissors to cut a lawn). Sometimes the customer needs help in understanding what they require (specifications) and can be helped in understanding what they need and how much options cost. You help them develop realistic or practical expectations to empower them as a customer.

Linda Oct 3

Excellent guide that everyone can learn from. One thing I learned no matter if you have 1, 10 or 10,000 clients. When you are working with a client treat each and every one as if they are your one and only. After leaving a position of over 5 years a client turned close friend told me in all those years she had never been given a hint of the number of clients I worked with daily. This was only brought to her attention by my successor who complained about the diversity of work, client load and stress of the position. Had that individual utilized 1, 5, 6 and 9 this never would have come to light.

Prasath Oct 3

Great explanation man . You are the best.

jade Oct 11

Thankyou I found this really helpful!

John Oct 13

Wow! Great Article! Really useful stuff!

george Oct 13

still young in cust service, and i would go for all possible help i can get and i must admit this has been enlightening to me, still looking forward to learn more from you guys, reading all your feed backs to that great article just shows how young i'm in the industry of cust service, glad to know more and i will stretch to one day right articles like this some day

Vivian Ogbebor M Oct 16

Actually these was a very great Article! Very helpful. Am impress because am more enlighten. And am glad to know more. Thank you.

Caroline Edwards Oct 19

Thankyou :]
Having worked in customer services for 36 years, it is wonderful to read such interesting comments and reviews, also a lovely article, very much enjoyed :]]]]]]]]]]

Tauseef Ahmad Nov 1

Gregory! Wow article as I really enjoyed reading it and the comments :)

terri Nov 4

The ability to communicate with people who speak different languages. Just because English is not their first language does not mean they can't communicate. If you're having trouble, it's your trouble. Ask for words to be repeated. Make sure both of your phones are working well. Ask them to send a picture. Aske them to spell out a word. Honestly say something like "I need you to speak slower because I want to understand you accurately." Find other people with a particular accent and talk to them more to tune your ears. This world is getting more international every day. Not everyone is going to be speaking 'your' language. Get used to it.

Alexandra Nazarouk Nov 25

What you write about is so true! I’ve closely worked with customers for a while, and I should say that this should be a must-read for any beginner. I really liked the point on positive speaking - I was so amazed to see how great it works.
I guess the most effective thing is the simplest one - it's a smile. Even if you are on the phone the people can always notice that you smile, they feel that you care about them and they will never be aggressive in response.

AYANKOYA GBENGA EMMANUEL Nov 27

THANKS FOR THIS WRITE UP IT IS EDUCATIVE. ITS INVOLVE WISDOM TO PRACTICE ALL QUALITIES AND PUT IT INTO ACTION. GOD BLESS YOU.

Jade Dec 2

This article was very interesting and consistently readable. I suffer with dyslexia however I was able to continue reading without having a break. The content was clear, precise and digestible. I will be able to put your information to good use. Thank you.

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Wulan Dec 28

I am interested in the persuasion skills. Yes, that's absolutely right. I think this skill will be powerful if we can link their needs with our products' benefits :)

H. J Jan 12

Thank you so much for this article. It was so helpful. I don't have any experience in customer service area and was thinking about applying to a position in the field. And this helped me so much to better prepare myself for it. Thank you!

Monica Jan 14

Great article! for my self good CS rep. Should have a good Attitude and know how to problem solve.

Dragos Jan 17

Great stuff !! I've been assigned to do a trainig paper for our team on customer service skills. You are right. You have to have it you, to be a peoples' person, but you can also train people to a high level of customer service. It's all about knowing your product, making sure you understand the customers' needs, providing a solution or finding someone who can, and a little bit of acting goes a long way !! Customer service is a reraltionship, like any other, based on trust.
Again, great stuff and am looking forward to reading all your articels .

Khaleel Ibrahim Jan 21

I work at an international airport and come in contact with hundreds if not thousands of people each day.
It is difficult to manage customers with attitude problem but even worse are customers who are trying to steal and rob.
Usually I try to let them know very subtly that i am aware of the fact but do not bluntly say it on the face and try to stop them from robbing. Yet, at times there are customers who are trying to rob but refuse to accept it and are adamant on allowing them to rob. They are roudy and become abusive.
I would appreciate if you could advise me on handling these type of customers and how to deal with them.

Gergana Dimova Jan 23

Great article! I especially love the one you called "acting skills"! It's hard to be nice when people are grumpy and even rude, but if you look at it from another point of view, this is just because they are miserable for some reason. And this reason is not related to you or the product.

Anyway, I'd just like to add one, since you asked. :)

**The ability to say “No” when you have to**
There are some cases when clients request custom features that will take a lot of your time and/or your team's time to complete. This is a place where you have to say “No” and you have to say it right away. If you promise to “look into it”, you're leaving the customer hanging with expectations. And if you say “No” later on, this will probably leave them a little bit disappointed. Just explain *why* you won't be able to do this and they will understand. Customers are ordinary people and we should treat them as such.

Going above and beyond for a customer doesn't mean that you must do anything they say. And doing what they want is not the very thing that makes them happy. They care more about your understanding and compassion than they care about having that custom feature they thought would be nice.

Sentamu Habib Malcom Jan 29

Thanks for emphasizing the tips on cs rep to me.Everyone in there respective position should capitalise on these vital tips to promote their income sources.Similary,some of us have these qualities even when not knowing but,thanks for getting us notified.

Edson Jan 31

Very helpful article! It helped me to have a better understanding about customer service.

Thank you

Viganesh Kumar Feb 2

Good listed points that shall serve as an useful tool to achieve customer satisfaction. I have listed one key point that can be used to assist the readers on the related subject.

Do not stereotype your customers
http://vigaexalt.blogspot.com/2014/01/do-not-stereotype-your-customers.html

Anonymous Feb 4

In my opinion here are 11 Customer Service skils that I believe are important

Good customer service skills

1. Reliable and hard-working
2. Learning attitude, must have good verbal, listening and writing skills
3. Able to follow instructions
4. Able to work independently as well as part of a team
5. Able to handle multiple tasks
6. Able to relate to customers and handle stress
7. Patience and sincerity towards company, employees, management and customers
8. Able to be more tolerant then customers
9. Able to adjust to work pace depending on the busyness of the store hours
10. A positive attitude (leave your problems outside work)
11. Eagerness for self growth as well respecting company image
12. Reliable and hard-working

VOILA FOLKS, HAVE A NICE DAY :O)

Ahmed Mahmoud Feb 19

This is the best customer service article i have read so far ! , thank you

Ummey kulsum Mar 2

I am very interesting for this job.

zeina Mar 4

What does it take to be a WOW professional? Here are five signs of a WOW professional according to the experienced managers at Bayt.com: http://goo.gl/KIkwbJ

Valelia Iusitino Mar 6

it's good bring out these skills for customer service in order to empower the ability within people dealing with th customer service daily

VO Mar 6

Thanks so much, this article is impressive and I have learnt a lot. Thanks again and God bless

VO

JENNA Mar 7

I was actually almost fired today after a customer call. We tend to forget in this industry that every call is recorded. Company came across a call monitor that was so horrible they had me listen to the entire call I was so mean and nasty to this person and it was for no reason they didnt deserve it. You need to make sure when you are doing jobs like this these people are not out to get you they are upset for what ever reason and we are here to help them solve the issue and make them feel more secure about the problem.

NORA Mar 14

I think that patience is the most important thing

DAVID Mar 20

Beautiful piece.......... never saw the tenacity coming, great piece indeed.

Dawn Mar 21

This was the best description of a customer service representative! I could not open up the " Free Guide on Writing Better Customer Service Emails" and I would greatly appreciate any websites of templates. Thank you so much! Sincerely, Dawn

Damara Coler Mar 26

My thoughts on this piece are pretty simple. You need all of the skills that you have listed to become a truly wonderful customer service representative. But, the one that i think might be most important to anyone that works behind a counter or in a setting where you are always facing a customer/possible customer is being able to deal with any surprises that come your way. Being able to think quickly on your feet and try to fix any problem that may occur. Patience in them, and them having patience enough to listen and get help would make a great duo for the two to end up happy. I know that isnt always the case, but it makes out to be a wonderful setting. Even with customers that dont agree, and are difficult all of these steps are great to know. I want to thank you personally for taking your time to write out everything on this page. It is very helpful for people who dont have much customer service experience/ none at all. :)

Danford Mageche Mar 28

Thank you for these 15 points of the customer care .
Through these, I step forward with my all staff.
I made these as my daily bread with my Staff in order to make sure my customer are not going away from me.
Thank you once again.
Danford.
Union Cafe'
Moshi.
Kilimnjaro - Tanzania

festus Apr 1

Hi Gregg,
This was an eye opener and will share these skills with my team this coming Saturday.
Thank you.

Antony Chalkly Apr 4

I belive that customer serice is vital to a business sucseedeing and I own sainsburrys so customer service is very important to our company but if peeps don't like our customer service ill eat em

gabby Apr 6

great points you have talked about.i think
csr in a nutshell is all about the needs and
wants of a customer being satisfied.you
are paid because a customer wants to
know or understand some information,
so why don't you do what ever it takes
to achieve the best result in respective
of the customer's behaviour.thanks

Abdul Sarungi Apr 7

Great and nice article i have ever read
.....awesome.....
.....i like really like it.....

Serena Apr 7

This sums it up entirely! Awesome comments as well

Mike Kijak Apr 9

Employees need the learn (if they don't have them) manners.
How many times have you had your $ change handed to you in a pile, and then just gotten a look, or a "Take it easy".
What?
"Thank you for coming in today, or just a Thank you".
Not that hard.

keshwor Apr 11

i almost read out this helpfull comment but i need more comment.....anyway thank you

Ellis B H Apr 14

ameazing tips all means alot. good communication skill is the greatest tool

DrTaunya Apr 14

I love your 15 points and I would like to use them in a customer service training I'm doing next month.

Cheyserr Apr 14

Great article! It seems to me that if you decide to work as a customer service representative Gregory, You will be great at it.

Only if we treat our customers the way we want to be treated as a customer, I think it we will be able resolve issues pretty much faster than the usual.

Marie Knight Apr 17

why does the remote stop changing channels

ozoemena Apr 18

i am really impressed with the detailed explanations u gave

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