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.
