How will I deal with customer service
10 customer service skills every employee should have
At a time when products and services are becoming increasingly interchangeable, customer service has become one of the key success factors for companies. Understanding the customer should therefore not only be a matter for the customer service team, but should concern everyone! What are the most important skills that every employee should have? We introduce them to you in this blog article!
The customer as an annoying cost factor? That is a more than outdated attitude! Excellent customer service at the most diverse contact points is more important than ever and so we at yuutel are of the opinion that good and successful customer communication is a overarching philosophy should pull through the entire company. Because in truth is every employee is responsible in some way for customer satisfaction, and not just the customer service team.
For future-oriented companies, customer service has long been highest strategic relevance and is considered essential Competitive factor seen. In order to live this customer orientation, however, all employees - regardless of whether IT, accounting, product development, marketing or customer service - need one general understanding of the customer and his needs.
6 reasons why every employee should be involved in customer service:
Customer service now goes far beyond the customer service department. The possible contact points with the company are far more diverse than they were five years ago.
Customer service is of strategic importance and is an important competitive factor - not only for establishing and expanding customer relationships, but also for customer acquisition and the generation of (follow-up) orders.
Employees who have customer service skills are also more successful in their specific cooperation with the customer.
Every employee represents the company externally and is therefore an ambassador for the brand.
Different personalities, opinions and points of view come together in the company, which help to better respond to the different types of customers.
Customers can be forwarded to specialized contact persons in the event of deep problems and can be given even better advice.
If every employee has significant customer service skills, this contributes to customer satisfaction, innovation, image building, employee loyalty and ultimately to the Business success of your company at.
What aspects do you pay attention to during job interviews and in which areas you should train your employees? We have put together the most important factors for you:
Every employee should bring these 10 customer service skills with them
1. Product knowledge
Before an employee can represent your company and advise customers, there is an essential requirement: product knowledge!
That doesn't mean that every employee needs to know how to create, repair, or configure the product from scratch. Rather, it should Understand your offer from the customer's point of view: What can it be used for? How does it work? Because without this understanding, your employee cannot help customers - regardless of whether he or she creates content for marketing, speaks to interested parties at events or advises customers on the phone.
Tip: The product knowledge not only strengthens the customer service skills of your employees, but also theirs Enthusiasm and loyalty for your company!
2. Customer understanding and empathy
Understanding the customer is just as important as understanding what your company has to offer. Empathy is the ability to put yourself in the shoes of the other person and to empathize with them. This means that every employee brings or learns basic skills in order to be able to "read" your customers and theirs Understand problems, wants and needs.
This can be a challenge nowadays, when communication very often takes place by telephone or in writing and rarely face-to-face. At the same time, it is essential to prevent confusion and misunderstandings.
Tip: A good customer understanding of your employees also enables the individual process and that positive, personal experience of the customer with the company - and thus also to increase their satisfaction.
3. Patience and calm
Customers often contact the company when they are perplexed and / or frustrated. For the employee, this means that he should be all the more patient and relaxed with his interlocutor. Your calm carries over to the customer, even if the situation should get a bit more hectic.
A customer-oriented employee therefore takes enough time to find out the customer's needs, to advise them competently, and ultimately To offer solutions.
Tip: Many customers are less patient in the conversation. A professional employee also quickly recognizes when he cannot help with a particular problem and the best solution is to pass the matter on to a colleague.
You can also read interesting statistics and insights in this blog article: The 11 worst no-gos in customer service: This is what annoys your customers the most.
4. Clarity in communication
Customers who are faced with a problem and are confused anyway want clear help. What you definitely need in this situation are long speeches, extravagant stories and unnecessary additional information. Thus every employee should communicate clearly and precisely can.
Tip: The clarity relates to the content of what is said or written, i.e. the what. Just as important is the Formulating the message, the how. Train your employees to improve communication skills.
5. Positive language
Those who are aware of their communication can control and use their language in a more targeted manner. Especially when talking to customers, positive language is worth its weight in gold, because it also steers the mood in an advantageous and pleasant direction. So avoid negations and rephrase your message in a positive way.
This customer service skill is mostly in the written communication important, as no other emotions can be conveyed here besides language, for example via the voice in a phone call.
It is particularly important in customer discussions to leave the contact with the customer's satisfaction. That's how the customer does it positive feelingthat he has been taken seriously and that his concerns have been (or will be) taken care of. Even if the customer's problem may not have been completely resolved, he should have the certainty that everything has been done for it.
Tip: Positive formulations influence the current conversation as well as the customer's feelings towards your company.
Also read: 10 Positive Phrases That Will Make Your Customers Happy
6. Listening carefully
Also in the "what" and "how" the customers say something lies much more potential than some employees might suspect. The ability to really listen is essential to good service!
What language does the customer use? Which Terms does he use to portray his concern? Which ask he has? - And what do your customers tell you without saying it clearly?
An employee with good customer service skills can also be confirmed once again before the end of the conversation that there are no further questions or uncertainties.
Tip: If you are attentive and look at the messages of your customers as a whole, you can read out or hear out valuable change requests and suggestions for improvement for all areas of your company! It is therefore essential to create a system for distributing customer feedback centrally in the company.
7. Flexibility and focus
Everyone brings their own needs, skills, habits and ideas into the conversation. And it will be like that again and again surprises give positive as well as negative.
Therefore, every employee of your company should be able to respond flexibly, goal-oriented and focused to customers and not see criticism as the end of the world, but as an opportunity.
In our blog article 7 golden rules for the correct handling of difficult customers, we give you further assistance.
Tip: Offer your employees opportunities to exchange and Training at. In this way, you can prepare and prepare for different situations in communication with customers in the best possible way - and also learn from and with one another.
8. Advice and persuasion
In addition to customer loyalty, there is also the Customer acquisition in the focus of the services skills. Because in addition to those who report problems and requests, you are often also contacted by interested parties. They are curious and have questions about your offer that concern the purchase and choice of the right product or service.
It is important that your employees are the potential customers inform and advise individually - and ultimately convince.
Tip: Employees who present your company and your offers positively and comprehensively to interested parties can also answer the question more convincingly in private "What do you do for a living?" reply!
Every employee should not only see the inquiry or the problem behind the establishment of contact, but rather the one People. That is why it is all the more worthwhile to be willing to do a little more in addition to what is required.
Tip: Word gets around a positive attitude towards customers, because happy customers are good ambassadors for your brand. The way in which you contact the customer determines how the customer thinks of your service and thus how he or she remembers your company as a whole!
An interesting article that we would like to share with you in this context is: The secret to making it in the digital sales world: The human touch von McKinsey & Company.
10. Entrepreneurial thinking
What does this last point have to do with customer service? A lot! If employees only keep an eye on their specific area of responsibility or their department, that is the death of any overall customer orientation of a company. So-called "Silo thinking" makes consistent customer service across departmental boundaries simply impossible.
Some employees and executives mistakenly believe that if they only give the best for their department and / or their personal goals, that is positive - from a business perspective, however, it is the exact opposite!
Tip: Customer-oriented companies benefit from employees who think and act entrepreneurially, i.e.: Think outside the box, quality Team player and bring courage and willingness with you, again and again new ways to strike. This also requires a corresponding one open corporate culturethat stimulates togetherness!
Conclusion: customer service is everyone's business!
In this day and age, when customers can exchange information quickly via the Internet and easily switch to competitors, globally, is a excellent customer service is essential. Every employee can contribute to positive customer communication and become a company ambassador themselves.
How do you rate your own customer service potential as well as that of your colleagues and your company as a whole? Would you add any other skills? Please leave us a comment! By the way, we have already summarized what we at yuutel understand by good customer service: How does good customer service work? - The 7 best tips from our team.
You can also find more tips for excellent customer service in our free customer service 1x1 guide:
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