Interpersonal communication skills and customer service are directly related to the success or failure of a business. Taking the time to improve customer service skills allows you to provide the attention customers require, while at the same time helps build a stronger business relationship. When customers feel they were treated in a pleasant manner, they are more likely to become long-term repeat customers, as well as encourage others to do business with your operation.
One of the most essential customer skills a person requires is patience. Customers tend to reach out when they require help, are confused, or frustrated. You need to be patient and take the time to ask qualifying questions to determine exactly what it is the customer wants. Where many customer service representative fall short is rushing to deal with the customer, rather than truly addressing their issue.
The next essential customer service skill one needs is listening. You need to listen to what your customer is telling you. Where some customer service representatives have problems is when they do not take the time to use reflection to confirm the customer’s needs. Another concern is if there are language barriers, when English might be a second language for the representative or customer, and they do not fully understand the meaning of certain words.
One way to effectively ensure customers’ needs are being met is to rephrase what they have told you into a question. This allows you to clarify and ensure you understand their problem. Sometimes getting to the specific problem will require asking multiple questions, and then, once you discover it, reaffirm it with a clarifying question.
Lastly, remember to treat customers with respect and in the way you would want to be treated if you were in their place. Even if you are dealing with an irate or angry customer, it is possible to diffuse their anger, especially when they know you are listening and attempting to resolve their problem and help them.
If you require customer service skill-building to improve your customer service skills, feel free to contact Computer Systems Institute today by calling 1-847-967-5030. We offer several different customer service specialist and intensive business English programs designed to help you improve your skills and abilities.
