1. Patience
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
What are your customers telling you without saying it?
3. Clear communication skills
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
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
- 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.”
6. Acting skills
Every great customer service representative 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
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
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.
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