Providing exceptional customer service is in part a burden that lies on the shoulders of your customer service representatives. There are certain crucial customer service skills, which help to deliver exceptional customer service, and every employee should master them. Without them, you run the risk of losing your customers. Here are the most essential customer skills that customer service sales and support representatives should master:
Clear Communication Skills
All employees should be mindful about the fact that anything conveyed to customers should be clear. It takes only one communication error to lose employees. Be clearly comprehendible in what you say. It is okay to know your customers and ask common courteous questions but try to get to the matter at hand and the specific problem as quickly as possible.
Be Knowledgeable of the Products
Customer service employees are not always technical persons, but all of them should know the basics of the business and products. Teach them the ins and outs of products, and they should work to understand it every single day. Just like a customer who uses your product every day, employees at the front line should know the how-to of it.
Use Positive Language
Many times people at the frontline tend to respond in a negative tone. This should always be avoided. Your ability to make changes in how you converse can easily translate into long term and happy customers. Persuasion is an important part of language and it says a lot about you as a company and how it communicates with its customers.
Negative response: The product is unavailable at the time. It will be unavailable until next month.
Positive response: The product will be available next month. If you want, you can leave your address with us and we will make sure it reaches you as soon as we receive it.