How to Improve your Customer Service skills

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.

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.

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.

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.

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).

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.

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