Having the right corporate culture within your customer service department is essential to the success of your business. Your customer service representatives (CSRs) are the face of your company. They need to be enthusiastic about the product and service you are selling as well as patient and professional. With an engaged customer service team, you will experience increased growth and customer loyalty.
When it comes to customer service, it only takes one bad experience to lose a client for life. In the list below, your friends at Dale Carnegie Training of Michigan present 9 skills critical to excellent customer service—skills that can project a positive image for your company.
1. Exude a Positive Attitude When Someone Calls — A cheery outlook is a requirement for any CSR. CSRs who demonstrate a positive attitude are often described as friendly, helpful and likeable.
2. Remain Objective — The best CSR can see issues from all angles, understanding how a problem can affect the organization as well as the customer. They present an objective outlook to the customer.
3. Be Sympathetic to the Customer — A good CSR is always a cheerleader for your organization, but remains sympathetic to the customer. This perspective generates long-term customer loyalty and provides the CSR with a unique opportunity to suggest process improvements.
4. Have the Ability to Manage Stress — Even on a good day, most CSRs will handle serious complaints from customers. They understand the difference between overwhelming stress and the balanced stress of a heavy workload. Effective CSRs keep control of their emotions under duress.
5. Demonstrate Strong Interpersonal Skills — To get things done, a good CSR understands how to create and maintain business relationships in and out of the company. This enables them to get things done quickly and effectively without consuming resources or starting drama.
6. Exhibit Strong Communication Skills — The bulk of a CSR’s job involves interacting with customers. CSRs must be able to separate facts from emotion. They are able to communicate effectively in both spoken and written conversation. Additionally, an effective CSR can summarize a customer interaction for you.
7. Have the Ability to Influence Someone – A persuasive CSR can guide the customer towards the desired conclusion. They motivate others to achieve the corporate culture you wish to foster in your organization.
8. Remain Flexible — A useful CSR is adaptable and will try different approaches within set rules or guidelines. Additionally, a flexible CSR is receptive to new ideas and procedure changes.
9. Use Clear, Simple Language — An effective CSR can simplify information when talking to a customer, helping to minimize the customer’s frustration. A good CSR understands that there is not usually a need for a customer to understand your company’s internal process or the acronyms you use to identify things within your organization.
Remember…customer service is not simply a department—there is also an attitude that goes along with it. Whenever a customer interacts with your customer service team, it represents the potential to retain a customer, garner customer loyalty and sell additional products and services to them. CSRs demonstrating the key traits listed above will be assets to your organization.
This post is brought to you by the good folks at Dale Carnegie Training of Michigan, providers of professional development and management development courses and information in Michigan. We would love to connect with you on Facebook and Twitter @micarnegie.
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