Customer Service

 

Training staff and supervisors to deliver service excellence and develop raving fans.

There are certain customer service skills that every team member must master if they are forward-facing with customers. Without them, organisations run the risk of finding their business in an embarrassing customer service train-wreck, or they will simply lose customers as service continues to let people down.

Fortunately, there are a few skills that every team member can master that will drastically improve their interactions with customers. Below are some of the most-needed skills to master this incredibly important position.

  • Patience – for those who deal with customers on a daily basis, they need to stay patient when customers come to them confused and frustrated; they also need to take the time to truly be sure what the customer wants
  • Be Present - not only is it important to pay attention during individual customer interactions (watching the language/terms that they use to describe their problems), but it is also important to be mindful and attentive to the feedback that they offer
  • Clear Communication Skills - when it comes to important points that need to relayed clearly to customers, keep it simple and leave nothing to doubt
  • Know the Product - without a comprehensive knowledge of the product from front-to-back, individual service team members will not know how to help customers when they run into problems.
  • Use ‘Positive Language’ - sounds like fluffy nonsense, but language is a very important part of persuasion, and people (especially customers) create perceptions about organisations based on the language used
  • Empathy - occasionally there are those customers that are challenging. Every great act of customer service is about taking the opportunity and endeavour to put things ‘right’ whilst maintaining a cheery disposition, demonstrating empathy, in spite of dealing with those who may be just plain difficult
  • Raving Fans – use every customer contact to create a passionate positive ambassador for the organisation. It is easier and cheaper to retain existing customers but Raving Fans freely promote your business to others by endorsing products and services
  • Time Management Skills – don not waste time trying to go above and beyond for a customer in an area where it will just end up wasting both of your time! If an individual cannot solve a problem, the best kind of support might be to get a customer to someone who can
  • Ability to Handle Surprises - maybe the problem encountered is not specifically covered in the organisation's guidelines, or maybe the customer is not reacting how as expected. Either way, it's best to allow the competent team member to think on their feet... but it is even better to create guidelines for them in these sorts of situations
  • Willingness to Learn – simply put, those who do not seek to improve what they do, whether it's building products, marketing businesses, or helping customers, will get left behind by those willing to invest in their skills.

We offer a range of nationally recognised accredited qualifications or can tailor make a programme specific to your business needs, providing workshops, classroom teaching or on the job training, to support an individual’s knowledge and understanding and improve ‘soft skills’.


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