Customer service goodyear

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15 essential skills — SKB Kontur

On the other hand, by selecting suitable specialists for customer service, you can develop a whole set of necessary skills from them.

Patience

The ability to be patient is almost a basic skill for customer service professionals. After all, customers who contact support are often confused and disappointed. Therefore, you need to listen to them and properly build communications with them. Thanks to this attentive attitude, customers feel that you are not just working out a request or complaint, but you really want to help them.

But patience is also important for business in general, because the association of a company with excellent customer service is much more important than isolated examples of fast service. It is not enough to stop interacting with customers as soon as possible. You must be ready to listen to them and understand the problems and needs of each.

Mindfulness

The ability to listen to customers is critical to quality service for a number of reasons. It is important to be interested not only in the experience of individual customers, but also in general to be attentive to the feedback you receive.

Clients often do not express their opinion directly. For example, your online store may not be well-tailored to the user experience. And if you think that customers will line up to point out this flaw to you, then you are mistaken. True, they can hint at problems with the phrases: “I can never find the search function on this site” or “where did this function disappear again?”.

Therefore, you must be careful to understand what customers are talking about if they do not clearly indicate problems.

Ability to articulate a sentence

It is important to remember that some communication habits influence the client's decision. Be careful when you formulate a sentence and do not create ambiguous situations.

Example: A customer contacts an auto repair shop and is told that if they want an oil change, this service will be included in the final invoice. The client believes that he will receive this service for free. If he starts asking clarifying questions, then the employee will probably apologize, explain that he was misunderstood. But the client is unlikely to return to this car repair, as he does not want to take risks in the future. What if the next time he doesn’t understand the seller the same way?

Product knowledge

Experienced customer service professionals tend to have very good knowledge of their company's products. They understand the smallest details and therefore understand how to help clients when they face specific problems.

So if you want to take your company's customer service to the next level, you'll have to spend time getting to know your own products better and putting yourself in the shoes of the customer who uses them every day.

Save time searching for potential customers. Increase sales efficiency through segmentation and analysis of the B2B market.

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That is why every new employee of the company should be trained in working with clients for at least a week - this is the most important part of the newcomer onboarding process.

Ability to apply a positive communication style

Effective customer service involves, among other things, making minor changes to conversational patterns.

The fact is that speech is the basis of persuasion, and people, especially customers, form ideas about the company based on the speech of its employees.

Imagine that a customer contacts an employee of the company because he is interested in a particular product, but the delivery of this product to the warehouse will be carried out only next month.

By answering a question in a positive way, you can greatly influence how this answer is perceived by the client.

• No positive: “We will not be able to deliver this product to you until the end of the month. It is not available."

This example is not in itself negative, but the tone it conveys seems harsh and impersonal and can be misunderstood by customers, especially in a situation where customer support is provided by email, in which case the perception of written speech is often distorted.

• Positive: “This product will be available next month. I can fix your order right now and make sure the delivery is processed as soon as it arrives in the warehouse.

The second example indicates the same problem - out of stock. But because the message focuses on when and how the problem will be solved, it is perceived in a positive way.

Customer service in a dead end

When a company doesn't pay enough attention to customer service, it ends up in a dead end. How does this happen?

According to the author of the book “Business: Restart. 25 ways to get to the next level "Barry Moltz, this situation is possible in three cases:

1. You diligently lure new customers, investing all your resources in it, and at the same time, old customers you have forgotten go to competitors.
2. You think customer service is a necessary evil. Therefore, you ignore letters and calls from customers. Are you sure they can only complain and ask for discounts.
3. You want to replicate the Amazon or Zappos service model. And since you don’t have the resources for this, you stop paying attention to customer service.

Acting

Sometimes you will meet people who cannot be happy with perfect service because they just like to complain or they had a bad day.

These situations are usually out of your control, but they become part of the routine from time to time. Therefore, every customer service specialist needs basic acting skills to always keep a face, be positive and not get annoyed even in the most difficult situations.

Time management

In the case of time, a dilemma arises. On the one hand, it's good when you are patient and give your customers enough time to get to the bottom of their problems. On the other hand, you need to keep reasonable time limits in mind. The challenge is to ensure that customers get what they want in an efficient way.

To do this, you need time management skills: don't waste time trying to do the best for the client in situations where you are poorly oriented. Better switch it to another specialist.

Ability to read customers' moods

You don't always meet customers face to face, and in many cases you don't even hear their voice. But this does not mean that you do not need knowledge of some basic principles of behavioral psychology and the ability to read the emotional state of the client.

Look for little clues in the behavior and speech of the interlocutor about his mood, character traits, personality. This will help you maintain a positive interaction.

Equanimity

This characteristic refers to the ability of some people to remain calm and even calm others when things get out of hand. In this case, it is important not to let the client, who is in despair, lose his temper. He may think that the world is collapsing, but you must be his support.

Purposeful action

There is an opinion that for effective customer service it is enough to simply respond positively to customer requests and create a wow effect during communications. But this approach does not always bring the profit that the business is counting on.

It follows that employees should always have clear goals. But business goals and customer happiness can be combined into a single whole and at the same time monitor the level of service.

Ability to resolve unexpected problems

Not all problems that specialists encounter in practice are written in scripts. It also happens that the client does not react to your arguments in the way you expect. Such cases must be foreseen in advance.

Let's say you want to develop a quick action plan in case a customer has a problem that you've never dealt with before. Things to consider:

• Who can help you? Decide who will be your consultant when you don't know what to do. Define a logical chain so that the situation does not take you by surprise.
• What problems are beyond your competence? Why are you going to forward some questions to other employees? How will you do this: convey the conversation with the client in full, only the important parts, or maybe the main theses?
• How will you contact the other employee? You can send questions by mail or make a mark in correspondence.

Persuasion Skills

You often get emails from people who don't need support. They are reaching out to you because they are considering buying a product. And at this point, you will need persuasion skills. You need to persuade stakeholders that your product is right for them (if it really is).

It's not about promoting a product in every email response, but about not letting potential customers slip away.

Perseverance

Professional ethics and a willingness to do what is required, beyond stereotypes, is a key skill for providing quality service.

The most unusual customer service stories are often remembered precisely because they have a huge impact on the business. At the same time, as a rule, one employee stands behind them, who, at the moment when it came to specific assistance, refused to follow the standard algorithm of actions.

Remember that your customers are people too.

Ability to properly end a conversation

Ending a conversation with a client in such a way as to meet all his expectations and let go with the feeling that all his problems have been taken care of is a difficult task. But for this you need to keep the client aware of the situation with his question.

Your willingness to dive into a problem demonstrates three important things to the client:

• You care about getting things done right.
• You are willing to keep going until the problem is solved.
• The client has rights.

You must understand that communication with a client ends only when he says: “Thank you, everything is fine with me!”.

Willingness to learn

Although this is the most generalized skill on the list, it is one of the most important. Because the desire to learn provides the basis for the development of other professional skills.

You must be willing to learn about the product, strive to improve communications, and try to respond appropriately to customer issues.

What makes customer service great? (+Examples)

Before we tell you what makes great customer service and how you can provide it, we'll tell you why it's so important.

Why Quality of Service Matters

Today, delivering quality customer service is key to maintaining long-term profitability in a diverse and highly competitive marketplace. Microsoft's 2018 State of Global Customer Service Report; showed that 95% of respondents said that customer service is an important factor when choosing company loyalty.

What's more, customers don't just expect great service, they're willing to pay for it. In the Genesys State of the Customer Experience report; indicates that every third consumer is really willing to pay more to get a higher level of service. Meanwhile, Aspect Software's 2018 Customer Experience Index indicates that two-thirds of consumers are willing to pay for great customer service. 31% of customers are willing to pay as much as 10% more for excellent service.

NewVoiceMedia's 2018 report “Serial Switchers also showed that when providing a better service:

• 55% of consumers become more loyal
• 47% will recommend the company to others
• 26% will use the company again and spend more money

We bring to your attention elements of customer service that will help you understand and at the same time improve the quality of service.

5 qualities necessary for good customer service

1. Rapid Response

The Customer Service Criteria Report found that 62% of companies do not respond to emails received by customer service. Easy access through various support channels, confirmation of customer requests and timely response to them are indispensable aspects of excellent customer service.

2. Speed ​​and Efficiency

Today's consumers are very impatient and expect their requests to be processed quickly and efficiently. According to a study conducted on CMO Council; The most important point of good customer service is fast response time. Resolving the issue after the first contact is also of key importance. All this is because customers hate to contact the company many times on the same issue.

3. Competence

The professional competence of front line agents is one of the most important characteristics of quality customer service. According to ThinkJar, 84% of customers are frustrated when help desk agents are incompetent. At the same time 29% of customers leave for other companies due to the incompetence of the staff.

4. Politeness

Politeness is the foundation of good customer service. What we mean by this is that you must be polite, affable and maintain proper etiquette when dealing with customers. The level of courtesy shown by helpdesk agents greatly influences the customer experience. On the contrary, according to a survey by RightNow, 73% of consumers say that friendly agents can make you fall in love with a brand.

5. Consistency

Providing a consistent positive experience is important as consumers use different channels to connect with companies. Moreover, customers are increasingly demanding affordable and comprehensive service during every interaction, regardless of the point of contact. According to McKinsey, continuous interaction with customers throughout the process of resolving the issue increases their satisfaction and builds trust.

5 Required Qualities of Customer Relations Agents

In addition to perfect product knowledge and basic customer interaction skills, there are other important elements of customer service. In particular, to provide quality service, agents must have certain qualities and characteristics.

1. Desire to help others

Front line agents must genuinely love their job and have a desire to support and help people. If an agent doesn't want to interact with clients and doesn't enjoy helping others, it's next to impossible to create an emotional connection or provide amazing and memorable service.

2. Empathy

The ability to put yourself in the customer's shoes and truly understand and accommodate their feelings is an integral part of excellent customer service. Showing empathy is especially important when agents have to deal with angry customers. This helps alleviate their dissatisfaction, even if a solution cannot be found immediately.

3. Positive attitude

Since service work is inherently stressful, it is important to maintain a positive attitude when dealing with difficult situations and dealing with dissatisfied customers. The agent's positive attitude translates into a positive customer experience and increases customer satisfaction.

4. Good Communication Skills

Help desk agents should be excellent communicators in all matters. In addition to having excellent oral and written communication skills, they are also required to be excellent active listeners.

5. Problem Solving Ability

Customer service is primarily about solving customer needs, so problem solving is a key quality of a good customer service professional. Essentially, the ability to solve problems is about having a clear understanding of the problem, looking for potential solutions, presenting the best possible solution, and then successfully implementing it.

Examples of Excellent Customer Service

• To provide quality service at all times, Ritz-Carlton Help Desk agents can spend up to $2,000 to resolve a problem per request without even asking a manager's permission.
• At Amazon , if a customer receives a damaged or broken item, or if a package is lost in the mail, the company will send a replacement to the customer. If customers can't solve a problem on their own through FAQs or community forums, they get 24/7 support and almost never go on hold.
• Zappos customer service agents spend 80% of their time communicating with customers, whether it's 100 calls or just 1, no matter how long it takes to make each customer happy. One day, a Zappos agent took a customer support call that lasted a record-breaking 10 hours and 43 minutes.

10 great customer service quotes to inspire your team

1. “Good customer service costs less than bad customer service. ” Sally Gronow - Head of Customer Service at Dŵr Cymru Welsh Water

2. “Great customer service doesn't mean the customer is always right, it means the customer is always respected.” Chris LoCurto – Business Trainer and Leadership Coach

3. “In the competition between price and quality, service always wins.” Tony Alessandra - Professional keynote speaker

4. “The quality of a service or product is not what you put into it. This is what the client gets out of it.” Peter Drucker – Management consultant, instructor, and author of

5. “It will be difficult for you to stand out with a special product or a great price. They are so easy to copy. But a strong customer service culture cannot be copied.” Jerry Fritz - Professional Speaker on Key Issues

6. “When you provide quality service to your customers, it will always come back as an investment.” Cara Parlin – CRO and Content Strategist at Weiter Marketing

7. “One client who received quality support is more valuable than $10,000 in advertising.

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