5 customer service traits of the perfect customer service employee

Live chat, email, or even telephone communication can seem impersonal because you can’t read the other person’s facial expressions and body language. Consumers want to feel connected so look for common ground to make a quick connection. With a holistic view of employee experience, your team can pinpoint key drivers of engagement and receive targeted actions to drive meaningful improvement. Deliver breakthrough contact center experiences that reduce churn and drive unwavering loyalty from your customers.

Confidence often comes from a sense of self-reliance and resourcefulness. Consider how to unlock reserves of confidence in your team through greater empowerment and freedom to express their creativity rather than following set protocols. Sharing a set of customer-centric values that employees are keen to buy into and help define is often more successful than drilling your staff like an army of drones. The service “wrap” around your service is an increasingly important differentiator in a heavily-commoditized world. It’s a big part of meeting customer expectations and inspiring customer confidence.

“They’re also given a product guide and are encouraged to explore our website. Not only do we want them to know what our sodas taste like, but we want them to know our list of ingredients, benefits, and more,” says Melanie Edwards, senior ecommerce and digital product manager. Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data. A hybrid work model is a workforce structure that includes employees who work remotely and those who work on site, in a company’s… Let contact center managers know if you need further training on adaptability. Of course, also keep managers in the loop if you need to escalate an issue.

qualities needed for customer service excellence

A customer can be rude, insulting, or aggressive and this could happen on a daily basis, but what is expected from a CSR is patience and politeness. In these circumstances, a CSR must not shout back but instead greet the caller politely first, take a deep breath, reply to all queries accurately, and offer incentives if possible. Having a single negative review on Facebook or other media pages will have a huge negative impact on other customers’ decision-making and potentially bring an ill reputation on the company. The most anxious and challenging part of the situation is to convince the customer to change the review to a positive one or completely remove it. But no matter how anxiety-inducing or frustrating the situation becomes, a CSR must have self-control, remain calm and complete the goal.

Get more feedback and stop customer churn

While a customer service team can be trained, hiring the right customer service representative at the start can make the process go much easier. If you focus on candidates who possess customer service traits common to the best support agents, you’ll be well on your way to meeting customer needs and thus boosting customer satisfaction. It may seem obvious, but achieving customer service excellence stems from having robust product knowledge. In fact, how can you suggest the right product to solve your customers’ problem if you don’t know how they work, their benefits and their features?

You might think the cornerstone of your business is a great product or an effective management team. But those things are worth much less without the ability to make your customers happy. At the end of the day, the key to seeing bad experiences as opportunities is remembering that, with each unhappy customer, you’re there to help mend the professional relationship. In other words, practicing the 3 important qualities of customer service doesn’t just mean turning a contentious situation into a calm one.

Be confident and speak accordingly, and will come across as assertive. It’s not always easy, but there is always a way to take a negative experience and spin it into a chance to learn and improve. It can be overwhelming to connect with customers in a range of temperaments. It takes conscious effort to be patient, remain balanced, and tackle every customer interaction with utmost professionalism. You can take the “assertive pacifism” approach when you respond to aggressive customers, as highlighted in an HBR article. In a nutshell, this approach involves refusing to fight with a customer without them taking advantage of you and drawing them into a creative partnership to find innovative solutions.

Use tools that boost speed and efficiency

The following tips are designed to help both customer service representatives, customer service management, and operations staff to work together to make experiences that matter. Developing customer service skills is important for the whole team to thrive – and to ensure customers keep coming back. Whether you want to expand your team of call center agents or hire a customer service manager, you need to have an understanding of which key characteristics of good customer service skills to look out for. You also require this understanding to support your team to improve their existing skills or develop new ones. We have included this skill in our list, as it is one of the most important customer service skills a candidate should possess. On average, a CSR is subjected to abuse or insult by a customer at least once a day, and some of them might be personal.

  • After all, the last thing a frazzled customer wants to encounter is a customer service professional who loses their temper.
  • It’s a vital customer service skill as your ability to empathise with a customer and craft a message that steers them towards your solution is invaluable.
  • You can also solicit the help of expert employment agencies to find the right candidate for you and save you the trouble.
  • Many will argue that empathy is the most important customer service skill out there.
  • Data entry is such a vital skill because it helps with planning, goal setting, rectifying shortcomings, and everything in between.
  • First, customers are happy they don’t have to reach out to your support team to correct something that they already contacted you about.
  • You may not have an answer right away, but rather than saying you are unable to help, guarantee to find the answer as soon as possible.

If your employees are behind a ticket office window, get creative and put their names on hats that go with a uniform or even on the individual ticket office windows. https://globalcloudteam.com/ Make sure employees can see your customers to say hello and make eye contact, too. Checking for and reducing glare on any physical ticket office windows will help.

top customer service traits and skills

This makes you more nimble and adaptable, finding solutions to fit the unique context of each customer’s specific issue. Teamwork is another key customer service skill for ecommerce entrepreneurs. When possible, consult with staff, partners, and contractors to pool knowledge, draw from collective experience, and find the best solution. Customer experience involves more than just one department — from pre-purchase to post-purchase.

Read this Q&A with Raghu Kalé on how building customer relationships is key to loyalty. Relationship building means identifying and getting the most critical internal stakeholders on your side and collaborating with them to enhance the customer experience. Your work will never be siloed, even when you work independently, so cultivating relationships should be top of the agenda if you want to be effective. The experience that potential customers have when interacting with a brand doesn’t just determine if they will make a purchase. It also determines whether they will become lifelong fans and tell everyone they know to shop there — or leave negative reviews and shop the competition.

This is a long-term process and you should not expect it to happen overnight. You can also solicit the help of expert employment agencies to find the right candidate for you and save you the trouble. Training the right candidate with unique skills related to their profession, which complement each other in the long term, will help him or her to grow as the ideal candidate for the job. Although a well-thought-out customer support strategy would already be in place at the organization you work in, there’s always room for improvement. Technical support specialists need deeper product knowledge to diagnose and solve complex user issues. To provide a stellar customer experience, Stripe, the popular online payment infrastructure provider, expects support specialists to become experts in all their products.

qualities needed for customer service excellence

Your customer service team will ultimately be the face of your company and the main point of human contact with your customers. Excellent customer service is the key to loyalty, retention, business growth and profits. Chatbots and self-service tools can be an invaluable way to help customers with straightforward questions and challenges. They lighten the load on contact center staff and save customers from waiting on hold.

Popular Solutions

The majority of people prefer to interact with a human when faced with issues. However, in today’s fast-paced society, customers are often seen as numbers on a spreadsheet. why does customer service excellence important for business The number one skill you need to excel in for good customer service is problem-solving. Every other part of the job is somehow related to problem-solving abilities.

Even your choice of the right words and affirming phrases like “can,” “help” and “resolve” can point the customer service interaction toward a more positive conclusion. The most important pillar in building a successful business is providing excellent customer service. A customer service representative is the face of a company and can make or break a deal in most cases. However, providing perfect customer service is difficult, and it is even more difficult to find an ideal candidate with customer service skills for your company. While the demand for a candidate with good customer service skills has increased, many company CEOs have pointed out that finding their ideal CSR is as difficult as searching for a needle in a haystack. Maintaining a people-first attitude first means expressing empathy for your customers.

All new Help Scout employees, for example, are trained on customer support during their first or second week on the job; it’s a critical component of our employee onboarding process. Effective customer service means having the ability to make minor changes in your conversational patterns. Oftentimes, support teams get messages from people who aren’t looking for support — they’re considering purchasing your company’s product. Your customer support team is on the front lines of problem solving for the product itself, and serves as a kind of two-pronged bullhorn.

Finally, the third “P,” a people-first attitude, builds off of professionalism and patience. With this attitude in mind, your customer service strategy should reinforce the idea of human connection. In other words, exceptional service means remembering that, even though cash is changing hands, the money isn’t the most important part of the transaction. To get an idea of why the three “P”s matter, first, let’s break down what they are.

Solutions for Technology

Ultimately, service excellence is an essential aspect of your operation, allowing you to become a key differentiator and get ahead of the competition. However, it’s also about helping consumers find what they need by focusing on accessibility, efficiency and cost-effectiveness to be successful. Overall, customer service is responsible for ensuring buyer satisfaction, increasing the likelihood of repeat business and business success.

Empathy Phrases Customer Service Reps Should Use

What’s more, they tend to select the human route for their most important inquiries. 1 in 3 would break up with a beloved brand after just one negative customer experience. 3 in 4 customers identify customer experience as a top consideration in their purchasing decisions. That’s because even when you can’t tell the customer exactly what they want to hear, a dose of care, concern, and understanding will go a long way.

Excellent customer service reps are punctual and provide solutions in a timely manner. At the beginning of an interaction, they establish a timeline for when the customer can expect a resolution and, more importantly, they follow through on their promise in the end. If there’s an unexpected roadblock delaying a resolution, these reps reset expectations to ensure customers are properly informed about their case. When you spend day after day answering questions, you’re going to get a few curveballs every now and then.

Key Customer Service Skills and How to Hire For Them

Resilience helps customer service agents avoid becoming very upset by such interactions. Impatience from a customer service representative is guaranteed to upset customers. For example, if a customer service representative is dealing with a customer with limited computer skills, they must not display impatience at the customer’s inability to use a mouse. Customers can become very frustrated when encountering customer service agents who lack the necessary knowledge. In such situations, at least saying “I don’t know” would be an honest response, especially to a very detailed/specific product question. Determination goes hand in hand with patience and related customer care skills like tenacity, persistence and focus.

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