Customer service is more important now than ever. Whether you are currently on a customer service team, are looking for roles in customer service, or are interested in what it takes to succeed in this field, we are sharing the top 5 traits of a customer service professional.
93% of customers are likely to make repeat purchases with companies who offer excellent customer service. Being able to clearly articulate yourself and communicate is the first step in succeeding in customer service. When you communicate clearly, you are able to focus your responses on the problem and create a positive experience both for yourself and for the customer.
When working in customer service, it is important to know when to react and when to leave your emotions at the door. From how you say things to how you respond to feedback, it’s important to keep things professional. Even if you need to deliver bad news, there are ways to go about sharing the information that can lessen the blow. Think about the conversation as a sandwich, start and end the interaction with something positive and include the bad news in the middle. Marinating a positive even when a customer is upset isn’t always easy so we recommend using the old faithful trick of counting to 5 before you respond if things get heated.
Often times, customers just want someone to listen to them. You can show you’re listening with small gestures like remembering the customer’s name. Personalizing the conversation and tailoring it to their needs will only be possible if you’re listening from the beginning. It takes 12 positive customer experiences to make up for one negative experience, so take the time to really listen, and be able to continue your customer’s positive experience.
No one wants to be on hold and then have to have a drawn-out conversation once they get in contact with someone in customer service, which is probably why the average live chat first response time is 52 seconds. Having direct, straight to the point answers is exactly what you need to succeed and effectively handle a customers’ needs.
When it all comes down to it, to be successful in a customer service role you need to be properly trained. Product-knowledge is key because you can’t offer guidance without understanding the ins and outs of the item or service in question. We also recommend drawing on past experiences. Whether you worked in retail previously or maybe waited tables, you can apply the same skills to customer service.
Like all roles, improving your customer service skills will come with hands-on experience. Of course, there will always be new hurdles to overcome, but we are confident that these 5 traits will set you up for success.