How to Improve your Customer Service skills
A great cover letter that matches your resume will give you an advantage over other candidates. Remember to attach a customer service cover letter to your resume. For more detailed tips, see our guide on how to write a cover letter.
1. Stay positive and never say no
It may seem hard in the beginning, but try not to use words like “no”, “I don’t know”, or “I can’t”. Why? Negative words tend to focus conversations on the problem rather than the solution.
Even if the answer to their question really is “no”, you can use positive language to guide the conversation where you’d like it to go. The customer will likely start thinking why something isn’t possible or why you don’t know the answer.
2. Step up your game with active listening
You can improve your active listening skills by taking a course online and then practicing on a regular basis. Think of active listening as the foundation of providing good customer support.
27% of Americans say “lack of effectiveness” is their number one frustration with customer service. Active listening is when you make a concerted effort to listen to and understand a speaker. The first step in solving a customer’s problem is to hear what the problem is.
3. Refer to the customer by name
Let’s be honest, people love hearing their own name. Customers are more likely to rate their experience as positive if you can create a friendly atmosphere. Calling the customer by their name is a more personable alternative to repeatedly referring to them as “you”.
4. Know your product like the back of your hand
This knowledge can come from everywhere: the company’s product literature, your personal experience with the product, online forums, or feedback from customers.
If you’re interviewing for a new job, show off your product knowledge is guaranteed to impress a hiring manager. The more knowledgeable you are about your company’s product, the more persuasive you can be and the faster you can problem-solve.
5. Try your best to empathize
When you connect with their feelings, they feel heard and understood. You can practice empathy by reaffirming a customer’s situation in a way that shows you hear their pain or frustration.
If you sound like a robot reading off a script, you’ll come across as rude or unhelpful. One way to show empathy is to repeat the problem they’re having and then use phrases like “I get what mean” or “I can see how frustrating this must be”.
6. Keep your technical skills up to date
Part of the job is being able to navigate customer service software and technologies. Customer service means dealing with computers as well as people. Most bigger companies use customer relationship management (CRM) systems to keep track of customer touchpoints (phone calls, emails, orders).
More probably, customer service will increasingly involve collaboration between customer service reps and chatbots. Technical skills in customer service are changing, and one example of that change is chatbots. That’s why gaining a better understanding and having experience with chatbots can help you excel at your customer service job.
7. Don’t lose your cool
Last but not least, patience. Customers will be coming at you ready to chew your head off or collapse in frustration. It’s one of the most essential skills for customer service professionals. Just know that with a little active listening and positivity, you’ll likely make it to the other side.