Humor
A sense of humor can make a potentially stressful customer-service interaction more enjoyable. If a customer cracks a silly joke, they will appreciate if you chuckle along with them. However, make sure you are never laughing at your customer, such as when they make a mistake or have trouble with something, but instead laughing with your customer.
Empathy
It is important not only to understand what a customer says, but how the customer feels. An important skill is being able to recognize and understand a person’s emotional state. If you struggle to convey empathy, think about being in the customer’s position. How would you feel if you were in their position? Most importantly how would you like to be treated by the customer service staff? These questions will help you to identify with and better assist your customers.
Listening
Listening skills are just as important as communication skills. Listen carefully to the customer to know exactly what she needs and how you can help her. Demonstrate that you are actively listening through body language and responses. Nod when you understand something, make eye contact with the customer. Don’t be afraid to ask clarifying questions to make sure you understand the other person. An important aspect of customer service is simply making the customer feel heard.
Self-Control
People that work in customer service need to be able to calmly handle all customers, even the most negative ones. You must strive to remain calm and cool, even when your customer is not. Patience and self-control will keep you from getting upset and saying something inappropriate.
Positivity
A positive attitude goes a long way in customer service. Make sure you know all of the benefits of the products or services your company provides, and convey them to your customers. If a customer has a problem with a product or service, focus on what you can do to help them. While you don’t want to seem overly happy when a customer is upset, being proactive and optimistic can help a customer stay positive, too.
SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. 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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