Surely you have
stopped going to a place that you liked a lot because of the terrible service
they offer. That is why every business must worry about the qualities
that a customer service person should have and make
sure that customers return.
There are certain
skills that our employees must implement when dealing with clients. The
important thing is that they do not lose them, but to ensure that thanks to
their good treatment, people continue to recommend you and you have new allies
of your brand. So as the head of a company or small business, make
sure you put into practice what we share with you today.
Qualities a customer service person should have
Always keep in awareness
that the people you hire for customer service are the ones who will or will not
take care of them. Their role is vital to the growth of the business, so
proper hiring, training, and monitoring of their performance are very
important. Remember that bad customer service causes big losses.
Here are some customer
service skills your employees can wow the people they interact with on a daily
basis:
1.- Product knowledge
This is
vital! Nothing worse than asking a seller for a consultation and having no
information on how to use it or what the price of a product is. It is
essential that those who are in charge of serving customers know a minimum of
how it works, just as a customer who uses it every day would.
If employees don't know your product from head
to toe, they won't know how to help customers when they have problems.
2.- Attention
If you want to
innovate, listen to your customers! This skill is crucial to providing
them with excellent service. In addition to observing their behavior,
paying attention when serving them, it is important to carry
out satisfaction surveys that allow them to give comments about
your service and that help you to detect what your customers are saying
without saying it.
3.- Patience
Another of
the Qualities that a customer service person should have is
calm. This does not mean that your service should be slow, but rather have
the patience to achieve a full understanding of the customer's problems and
needs.
If you deal with
clients on a daily basis, make sure you are patient when they arrive frustrated
or angry; take the time to really understand what they want; they will rather
get competent service than one on the run. Provide good customer service through correct
processes.
4.- Clear and positive communication
Make sure you get to
the issue quickly and seamlessly communicate customer concerns to avoid causing
further confusion. Keep communication clear and simple so that the
customer leaves satisfied with the response received.
Language is a very
important part of persuasion, and customers also create perceptions about you
and your company based on the language you use. Do not be negative when
giving your answers. Instead of saying that "you do not have a product in
stock," better focus on giving the customer a solution, for example,
giving them an estimated date when they will restock the product.
Customer communication is one of the C validates that a
person should have customer service and must become a habit when serving
them.
5.- Time management skills
Be concerned about
getting customers to get what they want in an efficient way. If you don't
know the answer, go to someone who does. Accept your weaknesses and work
on them. The purpose is to speed up the times so that the client is
satisfied, so you must use the resources you have available to avoid wasting
time.
I recommend you
read: What does time mean
for your clients?
6.- Focus towards a goal
Another of
the qualities that a customer service person must have is to work hard to
meet their goals, but first, they must know them perfectly and understand that
their work, plus their effort to achieve customer happiness, will help to grant
the best attention and that the brand is recognized for it.
If you carry out
a Net Promoter Score survey, you can have confidence
that your employees are acting according to the needs of the clients since they
have the necessary guidance and know what the priorities are for the client.
7.- Persuasion
To really take your
customer service skills to the next level, you need to be persuasive and
convince interested customers that your product is right for them if it really
is.
It is not about making
a sales pitch in every approach you have with the client through the various
channels that you have at your fingertips, but you should not let a potential
client get away because you could not create a convincing message that your
company's product is the best!
8.- Tenacity
If you want to stand
out in customer service, you have to be tenacious and face every challenge that
is proposed to you. A willingness to solve problems is one of
the qualities a customer service person should have.
Keep in mind that
customers value the effort you make to solve their problems, so they will
return happily to buy from you if you do. Here are some customer experience tips.
9.- Ability to solve problems
Ideally, after a
service, the customer leaves with the feeling that they did everything in their
power to solve their problem. That you are satisfied with the answer and
sure that everything will be in order.
Make sure you take the
time to confirm with clients that each of their problems has been fully
resolved. If not, follow up correctly so that the client knows that you
are doing everything for him.
10.- Willingness to learn
You always need to
keep learning and training your customer service staff. Our employees'
desire to learn is a sign that they are motivated and want to
improve. Being trained makes them more confident in their actions and
happy with their customer service work.
We hope you take into
account these qualities that a customer service person should
have and apply them in your organization. You tell that we are here
to help you meet the needs of your customers and make the best decisions for
your business. Take an online survey today and excel at
customer service!