The top 8 customer service skills for customer experience
Empathy – Offering empathy to a customer can diffuse the rage they may be feeling when something goes wrong. It also helps a business understand the problem and then find the right solution.
“Consumers yearn for interactions where they feel heard and understood,” says Dr. Mollie Newton, founder of PetMeTwice. “Demonstrating empathy not only builds trust but also fosters a strong customer-business relationship.”
Efficiency – Nowadays, with so many transactions taking place online, customers expect fast problem fixes. Being able to quickly, but accurately solve a customer service issue will help your startup build a positive brand and reputation.
“By delivering prompt and efficient responses and solutions, you build more customer satisfaction and loyalty,” points out Stringer.
Communication skills – It is important to be honest with customers if there is no easy solution. Clear and upfront messaging sets expectations and you will please a customer by meeting or exceeding them.
Live chat capabilities and digital communication skills can help. Combined with trained real people, they can assist customers with product enquiries, order tracking and problem resolution.
Product knowledge – It is vital that customer service agents understand the products and services they are dealing with inside out. If they don’t, the organisation’s reputation will suffer. If they do, they can solve problems quickly and effectively.
Startups must keep on top of product updates, new launches and common problems linked to the product or service so they can quickly identify and solve problems.
Understanding customer needs – When a customer needs a problem resolved, they do not want to repeat themselves. They expect the person they are dealing with to quickly understand what they want and to anticipate how to respond and solve the issue.
“To understand and address customer needs you need to be able to communicate clearly and effectively, with a personalised touch that enhances their experience,” emphasises Stringer.
Problem solving – This is one of the most difficult skills to master, which also makes it one of the most important. It involves thinking laterally and bringing new insights to a specific scenario.
“Problem-solving abilities are indispensable,” says Dr. Mollie Newton. “Customers appreciate proactive and swift, practical solutions. This skill also leaves a lasting positive impression, encouraging customer loyalty.”
Taking ownership – Your customers have chosen your business because they want and expect a good service. With any business/customer relationship, things can go wrong but when they do, take ownership of the problem.
“Imagine how it would be for the customer,” advises Britt-Marie Monks, founder of The Holiday Fixer. “What would your expectations be? Walk in their shoes.”
The personal touch – There is no better way to retain customers and build a brand through superb customer service that creates a memorable customer experience than by providing a personal touch to make your customers feel special. “This is critical to any gold standard customer service,” says Stringer.