Have you just started your own company? If so, you are not alone; there are roughly 543,000 new businesses started every month. So how can you stand out from the crowd and make sure your business makes it long term? One of the best ways to guarantee success is by having great customer service.
Keep reading to learn more about the customer service skills your new company must hone today.
1. Clear Communication Skills
One of the most important skills you can have when working with customers is the ability to clearly communicate. This is true for both written and oral communication with customers.
When speaking with a customer, it is difficult to get your message across if you are using slang, jargon, or mumbling. This manner of communication can leave the customer feeling frustrated and dissatisfied. When speaking to a customer, you must adjust the manner in which you are speaking, depending on the client.
For instance, an older customer might not be as familiar with the technical jargon that you are using. Similarly, a younger person may not understand some of the references you are making. If you find yourself in this type of situation, you should find another way to explain things.
2. Active Listening
When you are meeting with a new client or listening to a customer discuss an issue they are having, you should be actively listening. This means that your focus should be on what the person is saying and stay present in the conversation, don’t let your mind wander.
This will allow you to get a full understanding of what the other person is trying to say and will help you avoid a misunderstanding. When fully listening to the person, you can help them solve their issue faster and be more efficient at fulfilling their request.
3. Use Positive Language
A great skill to hone when handling customers is being able to use positive language. When you are talking with a customer, you should phrase your responses in a way that sheds a positive light on the situation. This helps create a positive image for your company, and customer perception is key.
As an example, if your customer is inquiring about a product, it is better to respond that it will be available soon rather than telling them it is out of stock. By telling them that it will be soon, you are giving them hope that they can still receive it in the near future rather than them feeling like it’s no longer feasible to attain.
4. Have Patience
One of the worst aspects of running a company is when something doesn’t go to plan. The results can end up being an unhappy customer to handle, and as your company grows, this might happen more often. When having to help customers who are unhappy on a regular basis, it can be a test of your patience.
In order to handle the situation effectively, you must learn how to stay calm, practice self-control, and figure out how to diffuse sometimes tense situations. Dealing with frustrated customers and maintaining peace can be a difficult test on your customer service skills, but it is an important aspect of providing good customer service.
5. Ability to Problem-Solve
Sometimes when you are working with a frustrated customer, they are unable to explain exactly what the problem is. It is your job to then ask the right questions to help get to the root of the problem. This is when it is vital to have great problem-solving skills, so you are able to handle issues quickly and efficiently.
This skill will also help you make decisions that are appropriate for the business and the customer. This is also a great way to help manage conflicts by solving the problem quicker.
6. Attention to Detail
Another key to great customer service is the ability to pay attention to detail. When listening to a customer, tell you their issues it will help you target what the problem is and help you avoid any miscommunication. This will also let your customer know that they are receiving a personalized level of experience, and they will know that they are important to you and your company.
Even if your company has a rule book to follow when assisting customers, they can still add a certain level of personalization. Even addressing the customer by their name is an easy way to prove that their issues are being taken seriously and that they are being handled on a personal level.
7. Showing Empathy
When helping customers, you should be able to sense their emotions and share them if they are upset about something. If you are able to show that you understand what they are going through, care about the outcome, and are concerned that there is an issue, it will go a long way.
When making a sale, you want the customer to feel good about their decision and how they were treated during the experience. This is also true for when an unforeseen situation might arise, and you have to help them navigate through it.
8. Following Up
Not every customer service skill requires an upset customer when you have sold a product or service to someone you should follow-up with them after the sale to check in and see how things are doing and if they have any additional questions.
If you don’t have a customer service rep for every single sale that passes through your business, you should consider adding an automated system such as BidClips. This system allows you to follow up with the customer seamlessly and provides them with the information to contact your business if necessary.
Learn More About the Customer Service Skills Your Small Business Needs Today!
These are some of the many customer service skills your small business needs to be successful. Anytime you are dealing with a frustrated or unhappy customer, you should show them that you are being attentive and paying attention to detail.
Explain to them the situation and how you can help in clear terms while showing them that you care and are concerned about the outcome.
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