Every employee should master certain customer service skills, if they are forward-facing with customers. Without them, you will risk your business in losing customers as your service continues to let people down.
Some customers will be irate; others will be full of questions. And others will just want to chat. You must know how to tackle all of them and provide the best service every time.
The ability to really listen to customers is so crucial for providing great service to them. Not only it is important to pay attention to individual customer interactions (listening the language/ words that they use to describe their queries), but it’s also important to be attentive to the feedback that you receive every time.
Ensure you convey to customers exactly what you mean and you are not making him confused. You don’t want your customer to think he’s getting 50% off but actually he’s getting 50% more product. Use authentically positive language, stay cheerful irrespective of anything and never end a conversation without ensuring the customer is satisfied.
The best forward-facing employees in your company must work on having a deep knowledge of your product. In any company it’s not that every team member should be able to build your product from base, but rather they should know the ins and outs of how your product, just like a customer who uses it every day would.
The customer’s always right… right? The ability to swallow one’s pride and accept blame or negative feedback is crucial. Every time your team works directly with customers or looking for feedback on social media channel, they’ve got to keep the customer’s happiness in mind at high priority.
Every customer is different, and some may even seem to change weekly or monthly. You should be ready to handle surprises, sense the customer’s mood and adapt accordingly.
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.
This has nothing to do with “closing sales” or other related terms. Its’ being able to close with a customer means being able to close the conversation with confirmed satisfaction and with the customer feeling that everything has been taken care of.
Providing excellent customer service to your clients or customers should be the number one priority for your business. Without it you’ll just be spinning wheels trying to gain new clients without helping the old.
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