This is probably the most "general" skill on the list, but it's still necessary. Those who don't seek to improve what they do, whether it's building products, marketing businesses, or helping customers, will get left behind by the people willing to invest in their skills.
Persuasion Skills
This is one a lot of people didn't see coming! Experienced customer support personnel know that oftentimes, you will get messages in your inbox that are more about the curiosity of your company's product, rather than having problems with it. To truly take your customer service skills to the next level, you need to have some mastery of persuasion so that you can convince interested customers that your product is right for them.
A Calming Presence
There's a lot of metaphors for this type of personality: "keeps their cool," "staying cool under pressure," etc., but it all represents the same thing... the ability that some people have to stay calm and even influence others when things get a little hectic. The best customer service representatives know that they cannot let a heated customer force them to lose their cool; in fact it is their job to try to be the "rock" for a customer who thinks the world is falling down due to their current problem.
Being Goal Oriented
This may seem like a strange thing to list as a customer service skill, but I assure you that it is vitally important. In my article on empowering employees, I noted that many customer service experts have shown how giving employees unfettered power to "WOW" customers doesn't always generated the returns that many businesses expect to see. That's because it leaves employees without goals, and business goals plus customer happiness should always work hand-in-hand.
Time Management Skills
You should spend the right amount of time with customers, the bottom line is that there is a limit, and you need to be concerned with getting customers what they want in an efficient and timely manner. The trick here is that this should also be applied when realizing when you simply cannot help a customer. If you don't know the solution to a problem, the best kind of support member will get a customer over to someone who does. Don't waste time trying to go above and beyond for a customer in an area where you will just end up wasting both of your time!
SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.
SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com
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