Businesses do not exist without customers. Fulfilling the needs of the client is key to customer retention. Foremost, it would be difficult for a company to survive without a cunning customer service as they will be the ones answering to their questions and requests. There are several skills that a customer service team/agent must master to make the customer feel fantastic about the help they got.
This is one of the basic skills that a customer service agent must have. Always make sure that you are getting to the problem quickly. When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt and provide solutions accordingly.
The ability to read and understand what the customers have to say is so crucial for providing great service for a number of reasons. Never answer to anything before reading their requirement or what they are trying to point out.
Patience is an important skill to have as most of the customers reach out to us confused or frustrated. Just keep in mind that you shouldn't show patience as an excuse for slow support.
Some customers or clients have clear cut policies on response time and resolution times, the support team must work according to these. If you need more time to fix an issue, let the customer know the status of your work and mention that you need more time. If you work in a team with more than one client, prioritizing the tasks must be a good idea.
The support staff must be responsible for the tasks that he performs and should be ready to assist the team any time.
The way you phrase certain responses can have a big impact on the way people judge you. Sometimes customers are more interested in what you can do, rather than what you can’t do. So try not to give away any negative impression on your responses.
Most of the top performers are skilled at managing their emotions and remaining calm and in control during times of stress. There will be situations where the customers will shoot at you on all cylinders, and if you loose the cool , it will fuel the fire. But if you attend the situation calmly and respond with a delicate mail , you could actually take control of the situation.
Willingness to learn
This is more a general or basic skill that all support staff requires. The support staff must always look to improve what they can do. The technology is improving day by day, the support staff has to be updated and the Knowledge base should be properly updated for knowledge sharing.
"If you just communicate, you can get by. But if you communicate skilfully, you can work miracles "