In today’s internet-based world, it’s important for your organization to continuously provide great customer service and make a great first impression. And although this sounds obvious, many leaders choose not to listen to their interaction with customers—which is a grave mistake. Many only look at how many calls per hour they received and how many rings it takes someone to answer a call. After all, numbers of calls and rings are easy to measure. However, great customer service starts with a smile, not with how many rings it takes to answer the phone.
Perhaps it is time to ask “What attitude does my company show a customer or prospective customer?” The answer should be obvious to you. Attitudes, both positive and negative, are contagious. Make sure yours is worth catching.
Here is a list of 8 skill sets of great customer service representatives for you to consider from your friends at Dale Carnegie Training of Central Indiana:
1. Adaptability — Great customer service reps are open-minded and demonstrate flexibility when faced with changes and challenges at the office. They are flexible when unexpected changes occur and look at the positive aspects of the future.
2. Attitude — Great customer service reps maintain a friendly, positive and enthusiastic outlook no matter how negative a customer acts.
3. Communication — Great customer service reps practice active listening skills complemented with strong oral and written communication skills.
4. Customer Experience — Great customer service reps leverage positive experiences to create customer loyalty and long-term relationships.
5. External Awareness — Great customer service reps see things from multiple points of view and become advocates for the customer while maintaining a balance of what is best for the company.
6. Influence — Great customer service reps consistently direct situations and inspire internal and external contacts for an all-win situation.
7. Interpersonal Skills — Great customer service reps display a consistent ability to build solid relationships inside and outside the organization. They also know how to change a negative customer into an advocate for the organization.
8. Stress Management — Great customer service reps differentiate between positive and negative stress in order to maintain a balanced attitude.
Remember, a great customer service rep always identifies the right decisions when talking with a customer who needs help, and can communicate which processes should be improved or changed when talking with the executive management team.
This post is brought to you by the good folks at Dale Carnegie Training of Central Indiana, providers of professional development and management development courses and information in Indiana. We would love to connect with you on Facebook.
Photo credit: freedigitalphotos.net/Stuart Miles