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customer service skills

 
Author mytraining
Member 
#1 | Posted: 18 Jun 2008 10:02 
what are the best customer service interpersonal skills

Author ayaree
Member 
#2 | Posted: 18 Jun 2008 17:30 
The ability to indicate that you have an understanding of what the customer says or asks for. (That includes the ability to repeat it back in a concise summary if appropriate. Also the ability to listen, which takes patience and a sense of timing. Understanding and the demonstration of it will surpass every smile or other gesture of courtesy. Lack of perceptible understanding is a door that has opened for dissatisfaction.)

When possible, the ability to put your service to use in your own, natural language. (I don't feel like I have been engaged by someone that cares about what I am looking for when I call a large organization, such as a phone company, where I live. This is because I can often hear the person using a standardized script and just doing their best to fill in the variable blanks along the way. The language the person uses does not find a welcoming home in my ear, because I am hearing someone paid to follow orders and conduct themselves as a robot or else, and the words used on me are as good as the ones used on the next 20 or 30 people in too obvious a way. I recognize that the company needs to make money, but I only hear that they are only interested in making money when I hear someone who has been hired to conduct themselves robotically rather than to bring their personally honed sense of caring and problem resolution to a given situation. The best way to satisfy a person is to recognize that it is a person who needs something and to be one yourself--it's interpersonal. This is not possible in all customer service positions.) No, I have not had any recent bad experiences, but you are asking for views on what the best interpersonal skills are in a customer service context, and these are mine.

I guess the things that mean the most to me in the interpersonal area have to do with language and how you use it.

Author my study corner
Member 
#3 | Posted: 3 Aug 2008 02:20 
who can explain clearly about " hard standard" & "Soft standard" in customer service field. And if possible pls give some Example about it , especially the ones related with automotive industry. 'cos I'm studying " Customer service in automotive industry".

Big thanks

Author KarenSB
Member 
#4 | Posted: 4 Aug 2008 11:21 
My Study Corner,

I'm not into doing your schoolwork for you, plus what exactly do you mean by hard and soft standards? They come in many forms and on many levels. What does your teacher say?

But I'll give you this much, especially as it relates to auto industry. A hard standard could be: The store needs to generate X number of tire sales per day, and Y number of wiper blade sales, therefore, the store needs to generate Z number of dollars off of every customer who walks in the door. A soft standard could be: The customer waiting area is inviting, and there are even toys for children to use (thus the customers might be more willing to shell out Z number of dollars).

I'd also encourage you to research Terry Greenhut, who, in my humble opinion, is one of the leaders in Customer Service for the automotive repair industry.

But first and foremost, ask your teacher for clarification.

KSB

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 customer service skills

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