Customer Service SkillsGood Customer Service Skills

 
The importance of a skilled workforce cannot be overstated. Learn about good customer service skills and why they are important.


These skills, which can be learnt, can truly make or break a company’s customer service operation.

What kind of customer service skills?

Skills training could include the following:

An understanding of why customer service is important

Communicating effectively with customers

- Using the telephone
- In writing
- Online

Effective listening

Dealing with angry customers

Handling complaints

Identify ways to continuously improve customer service

Caring for customers; empathizing and helping

Understanding of the company systems and process

Working with team members

Problem solving

Questioning techniques

Product knowledge

Presentation skills

Handling stress

Assertiveness techniques

Self-motivation

Soft Skills

Patience

Openness

Kindness

Helpfulness

Relationships building

Pleasant voice

Customer service skills can be learned - and it's up to us as leaders to help others to learn them. Training programs can be in-house or presented by an external training company. Either way, ongoing training for employees is a must. Coaching by existing staff can also work well, learning from the experience of others is sometimes the best way to acquire a new skill.

A skilled workforce is a major asset for any business and should be a key area of investment for future performance.