What should your workers bring to the table when dealing with your customers? Here are some more customer service skills that are part of the basic set needed to deal with your Brand's clients.
Ability to Implement Company Protocol and Guidelines
Most customer service positions are within companies that
have official ways of handling calls. You will need to be able to not just look
over the rules, but actually internalize them. You need to understand the
guidelines and then use them the way they are intended. Those who follow the rules
best usually end up working at a company the longest.
Situational Evaluation and Analysis
Many times, in customer service work, you will encounter a
problem that is not covered in the company’s guidelines. When this happens, you
are going to need to evaluate the situation and decide whether or not you need
a supervisor present. One of the most important customer service skills to have
is being able to decide whether or not a person is being honest or trying to
deceive you. To do this, you have to be able to analyze data and, preferably,
do this quickly.
Organizational Skills
An important aspect of good customer service is good
organization skills. If the customer is operating to a time schedule then the
ability of the person dealing with that customer to organize themselves and
respond quickly is crucial. This may involve gathering information from a
number of sources so the employee needs to know exactly where to get each piece
of information from.
Ability to Identify and Anticipate Needs
If a good relationship is built up with a customer then
this will enable the employee to offer the customer relevant products or
services that will be of benefit to them. These recommendations should be based
on their past purchases and knowledge of customer needs.
Product Knowledge
Good product knowledge is important because it will give
the customer confidence in the product and in the company as a whole. If the
customer is experiencing a problem with a particular product then a good
working knowledge of the product can resolve the problem quickly. Employees
will be better placed to make recommendations to customers about which product
will best suit their needs if they are aware of the different benefits of a
range of products.
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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