While it’s quite understandable for mistakes to be made in customer service roles, authentic customer support employees know when they have made a misstep. In this blog post, let’s explore what a customer service representative does and how to become a successful one. The important part is how that agent reacts, even if a particularly feisty customer happens to be pushing their buttons. In general, customer service skills rely heavily on problem-solving and communication. Market knowledge. Ten hours and 43 minutes, to be precise. Here is an example of the problem-solving process that applies to customer service situations: Great customer service means getting to the heart of problems immediately, then coming up with solutions. You may want to consider asking for feedback at regular intervals, such as quarterly or annually. Alternatively, companies who don’t value and empower these skills can find themselves sliding down a slippery slope. This Customer Service Representative job description template is optimized for posting to online job boards or careers pages. For example, your “Skills” section might look like this: Customer Service Skills: Proficiency in Zoho | Efficient problem-solver | Patient | Consistent. Managers are often responsible for observing how employees work with customers. Instead of movie scripts, think of applying a small business strategy. I can say for a fact they’ve both made a fan of me. The story even made Jimmy Fallon’s opening monologue, where he helped Steven meet his customer in person. Customer service is both a type of job and a set of job skills. All of these have a positive impact on your bottom line. Many believe that Chewy’s commitment to the extra mile is what led to PetSmart buying Chewy for a reported $3.5 billion, the largest e-commerce acquisition ever as of April 2017. I can place your order now, and you will receive it on approximately November 15th.”. Empathy represents the foundation skill for all the social competencies important for work. Think of each skill as a thread – once weaved together, they create a support network every client can reach with the confidence they’ll find what they need. The ability to stay calm and keep from taking things personally will help diffuse tense situations with angry customers. Clear communication skills mean speaking without jargon, especially if it’s terminology specific to your company. When this occurred, I always ensured that guests rooms were cleaned immediately and within minutes, and offered complimentary items to help rectify the mistake. Sometimes, it may be an usual technical difficulty. The information on this site is provided as a courtesy. Additionally, expanding your technical knowledge and skills will make it easier to provide service to others. Customers need someone to talk to whenever there is an issue with a product they bought or a service they signed up for. The good news is, according to a 2017 global study by PricewaterhouseCoopers, 86 percent of those in the workforce believe they have this skill. How exactly does Chewy make customers say wow? A problem may be common, but that doesn’t mean that’s this customer’s problem. Many times, this is what you’ll hear: “I’m sorry we don’t have that in stock, it’s backordered and you can’t get it for two weeks.”, Now, image you instead hear, “That product will be available in two weeks. Product Knowledge Whether or not you have a script, showing some personality will go a long way to help customers make a connection with your customer service rep. That connection is what gives them a positive experience. Basically, a customer service representative or a customer service associate acts as an alliance between companies and their customers. Your customer service team will likely deal with multiple customer tickets at one time. Customer service skills are traits and practices that equip you to address customer needs and foster a positive experience. Plus, they’re more ready to solve problems and able to execute the next skill: Positive language. Those with exceptional communication skills will have a confident, open stance and make eye-contact with ease. NO. In order words, “It’s not what you say, it’s how you say it.” The remaining 55 percent depends on body language. Customer service software can play a part in giving customers quick response time. These skills are even great for the everyday dealings with customers that don’t involve a complaint. In addition to not assuming, consider the following ways to improve listening skills: Asking questions, taking notes, and avoiding interruptions are all excellent tactics to improve listening. According to his extensive research, only 7 percent of his communication is the words we say. Some companies, such as fashion brand Zappos and petcare company Chewy, have built their brands on this type of customer service. Support reps are the front line, educating customers about changes. As you proceed to job interviews, you will have the chance to showcase your customer service skills by arriving on time, responding clearly to interview questions, maintaining eye contact and presenting a friendly demeanor. Customer Service Representative Job Responsibilities: Serves customers by providing product and service information and resolving product and service problems. Understanding the customer and the problem is key for anyone in a customer facing role. In a customer service team, this role is called a customer service representative. There’s virtually no limit to how much you can work on improving communication skills for your team. As a communication studies major, I have extra excitement for this customer centric skill. Patience is one of the most important customer service skills. If you have a customer service agent with great empathy, listening, and problem-solving skills, but who’s lacking just a bit in their self-confidence, consider doing what you can to give them a confidence boost. Authenticity will go a long way when it comes to customer service. If you leave someone waiting too long for a response on that chat box, there’s a good chance their frustration levels will increase, making it even harder to get their satisfaction levels up. Our customer service resume example is free to download, and our up-to-date writing tips can help you as you create your own resume for a retail or customer service position. Coming from a small town, I grew up witnessing businesses that showed appreciation to all customers by spending time with them. If you're a B2B software or service company, after claiming your free G2 profile, you'll discover how reviews deliver increased credibility, brand exposure, and customer insights. Good customer service skills require being able to not only adapt, but do so quickly. In addition to reaping the return on investment (ROI) rewards of lifelong customers, who knows, you could find yourself getting press coverage, just like Zappos! We ranked the top skills based on the percentage of Customer Service Representative resumes they appeared on. Other times, employees might be helping a customer with extenuating circumstances. Putting quality over quantity (rather than speed and moving on to the next customer), gives each customer all the time they need. Customer service is an important part of every business. Customer-service skills. Creating positive interactions in the workplace can help ensure your company continues to draw both new and repeat and customers, and help develop a cohesive relationship with colleagues. When we interacted with customers and prospects, we did so almost reflexively with a degree of humanity, a degree of warmth, a degree of caring. For inspiration when crafting your customer service cover letter, visit customer service cover letter samples for free examples of cover letters in your industry. People call up wanting to vent and have a source to dispel their anger. #9: Monk-Like Patience. This can help you understand whether you are providing a great experience for customers on a daily basis. Customer service representatives should also possess the following specific qualities: Communication skills. Be attentive to your customers and make them feel like they matter. Use these 7 excellent customer service skills as more than just job description copy. It’s easy to fall down the rabbit hole of customer-acquisition. Let’s not get into how much of that I’ve listened to waiting to speak to an airline representative. No one wants to talk to a robot. Improving your customer service skills can help you move from providing good customer service to great customer service. Customer service reps will have to spend extra time, or take measures not usually taken, to ensure the issue is resolved. If you are applying to a government position, use this guide to craft a clear and comprehensive federal resume. As we go through the list, you’ll notice how many of these skills tie together. Effectively working with others will require different skills to help create an effective solution for everyone. On the technical side, when it comes to verbal communication, those speaking to customers in person or on the phone must also speak clearly – no mumbling allowed! 20 minutes? For example, you may be in a role that provides services to other, internal teams. Superior communication skills. Let’s face it – most people only call customer service when they have a problem. 30 minutes? Fake it till you make it – it doesn’t just apply to actors. Customer service is used in many jobs at every level. – Daniel Goleman. Take a guess. They majorly answer the product and service questions. However, don’t forget their importance in phone support, too. Customer service skills are traits and behaviours that equip you to address customer needs and foster a positive experience. Sometimes, small businesses are the ones that understand their clients the most; they have lifelong customers because of the time they spend building relationships. Even if an individual isn’t having a face-to-face conversation with clients, every team, from product to marketing to finance, makes decisions that affect the customer. One of the most essential customer service skills is indeed the ability to learn about and internalize everything there is to know about each product or service, as well as the various solutions for various circumstances, and to have them on the tips of one’s fingers. To accomplish this, you will likely use several different skills: After your conversation, you will likely use active listening skills to record action items and complete any follow-up tasks. They typically include basic customer service skills and teach support employees on how to use computer software and CRM applications. Documentation skills. 8. Those who communicate well also understand when their point isn’t getting across and know how to offer alternative explanations if the original doesn’t make sense. Customer orientation and ability to adapt/respond to different types of characters. Try over 10. Every employee at your company needs a mindset that puts customers first. Even if a customer service agent is having a bad day, the calls are going to keep happening. In addition, customers are assisted with complaints, orders, errors, account questions, billing, cancelations, and other queries. The best manner to test a candidate’s persuasive skills is by asking the very famous “Why should we hire you?” … Ability to multi-task, prioritize and manage time effectively. Keep track of your feedback, and reflect on it with each new round to get an idea of your improvement. Customer service representatives need strong communication skills to answer customers clearly. 8, and being attentive, point No. Customer service representative top skills & proficiencies: Customer Service. It's safe to say now that we are operating in an era of empathy deficit, not only in business, but [also] in politics and in life. 6. (This is especially true with awful on-hold music. Customer service reps will often find themselves on the front line against unhappy customers. It can’t be stated enough that customers are human beings, not another stat for your spreadsheets. As you’ll notice in the image, adaptability is closely followed by problem-solving as the top two skills members of the workforce believe they have. However, in your request to reach new markets and acquire new clients, it is imperative you don’t ignore the ones you already have. All service agents need to know how to put on a happy face. Willingness to improve is a skill you need in your employees no matter what department they’re in. As a skill set, customer service entails several qualities like active listening, … Help your employees show off their ability to respond quickly by ensuring you have enough staff. Depending on the situation, people may have worked themselves up into quite a state before speaking with a customer service representative. You may have come up with a solution to the problem, but did it actually work for the customer? Sometimes, it may be an usual technical difficulty. Tip: Empower your customers and grow your brand with reviewsGoing the extra mile creates experiences customers love to share. The Most Important Customer Service Skills. In your cover letter, you may want to mention specific examples of when and how you used your customer service skills. You can highlight those skills on your resume, cover letter, during interviews and on the job. Communication. In-depth product knowledge does more than enable service agents to troubleshoot customer problems it allows reps to help customers get the most out of your product, ensuring your product or service provides the maximum value. Want an incredible example of patience? Even if you’re having the same conversation for the 100th time, it’s the first time this customer is having it with you. Your time is valuable. Customer service is often considered a “soft skill,” including traits like active listening and reading both verbal and nonverbal cues. Modify this customer service job description with the key duties and responsibilities for your CSR role. When a customer has a problem, they don’t care about the fact that your customer service agent didn’t sleep last night, broke up with their boyfriend, or had a fight with their mom. This means that those in a customer facing role need to show their energetic side in every interaction. When you’re assisting customers, you need to be able to convey information clearly and concisely to the customer so that they can resolve their issue without added confusion. The benefits of these 21 critical customer service skills include increased: And guess what? Think of the employees at a retail shop or those who work trade shows as part of an event marketing strategy. Having a positive attitude is one of those customer service skills that is essential for all employees. Time management skills are especially applicable to serving customers while working for a B2B company. Here are the top skills you should incorporate into your customer service skills resume: 1. Communication skills are interlinked with the ability to listen, which we’ll discuss in point No. In other words, a great customer support representative gives thorough answers, and anticipates (and answers) future questions. Just like those who need some help with easy networking tips, smiling and maintaining a confident posture will go a long way. Not only did he make a very happy customer, Zappos found itself with a story to tell and journalists wanting to tell it. Both clients and co-workers appreciate when you can set aside complaints to get the job done – which is the perfect tie-in to our next customer service skill of acting ability. These four factors have the biggest influence on the customer experience. No slouching or crossed arms – this makes employees much more approachable. Cut through the noise and dive deep on a specific topic with one of our curated content hubs. According to a survey of more than 1,000 adults by the Consumer Reports National Research Center, 70 percent of people are highly annoyed when they are transferred to a representative who can’t help or is wrong. ), only to find it’s out of stock. A willingness to go the extra mile can also be thought of as “wow” customer service. All customer feedback is important, even if it isn’t positive. 1 most cited success factor for North American managers. Provide employees with positive feedback and some physical tips on how to be confident. Customer service jobs require that you deal heavily with the public. Customer service skills are those essential capabilities that make you well equipped to handle one-on-one interactions with clients. We have all the tools and downloadable guides you need to do your job faster and better - and it’s all free. High school diploma or equivalent; college degree preferred. Ahem, United Airlines.). Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. We’re always looking for experts to contribute to our Learning Hub in a variety of ways. If this is you, understand when it’s not your fault. As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication. As described by Dr. Mehrabian, “The non-verbal elements are particularly important for communicating feelings and attitude, especially when they are incongruent: if words and body language disagree, one tends to believe the body language.”. Customer service skills are the set of behaviors you rely on when interacting with a customer. You need to know what the customer wants and be able to articulate what you can do for the customer. Excellent communication and presentation skills. It’s important to note step No. Other examples of wow customer service include the condolence gifts given to those who lose a pet, and the randomly selected customers who receive hand-painted portraits of their pets. It’s time to put on a smile (even over the phone!) “He made me feel like I was the only one in the room.”. Just like the path to productivity, you may need to take a break or step back. This is one of the reasons online fashion retailer Zappos has seen such success. We want new customers, and that’s okay. January 18, 2021 | By the Resume Genius Team | Reviewed by Mark Slack, CPRW. Soft Skills for a Customer Service Resume: Clear Communication; Interpersonal Skills; Leadership; Negotiation; Complaint Resolution; Politeness/Etiquette/Tact; Adaptability/Flexibility; Building Customer Loyalty; Service Based Selling/Telesales; Empathy and Compassion; Problem Solving; Teamwork; Time Management; That was a lot of information, but now you’re all set to make a … Written by Sarah Spangenberg. Learn how Facebook chatbots are helping customer support professionals through Facebook messenger. To make everyone happy will require a great deal of organization and superb time management skills. It means that you’re not trying to help a customer to fulfill your own goals (whether it’s making a renewal, hitting your target, or avoiding looking bad to your boss). There’s no doubt each one of these people displayed a positive attitude. Conflict Resolution Skills: Definition and Examples, 6 Tips for Writing a Great Graduate School Personal Statement (With Examples), Customer Service Skills: Definitions and 17 Examples, 9 Ways to Provide Excellent Customer Service, 9 Tips for Improving Your Customer Service Skills, Interview Question: "What Does Customer Service Mean to You? Even though a rep might face the same problem 15-to-20 times a day, it is imperative they still listen to each person and each call. Great customer communication starts when you hire the right customer service rep for the job, it accelerates when you train that rep on the communication skills they need to succeed, and it ends when… well, it never ends. Customer acquisition costs are high; it is six-to-seven times more costly to acquire a new customer than retain the ones you already have. ", Learn About Being a Customer Service Representative. Your clients want their problems fixed and they want them fixed now. Utilizing customer service skills will be essential in your job search process and as you advance in your career, whether you apply them with external clients or internal colleagues. Communicating with customers through various channels. Notice those words towards the end, “I am convinced that life is 10% what happens to me and 90% how I react to it.”. For inspiration when crafting your customer service resume, visit customer service resume samples for free examples of resumes in your industry. A customer service representative may find themselves with a customer who doesn’t know how to describe the problem or struggles to accurately answer the reps questions. It’s no surprise these 93 percent of non-verbal communication skills apply to those in an in-person customer facing role. Consequently, if you can be disproportionately empathetic in your business, it is noticeable in a way that it wouldn't have been in the past and can create customer conversations accordingly.". Learning and developing traits that make a strong customer service worker paired with on-the-job experience can help you advance in your role. Related: 15 Customer Service Jobs That Pay Well. But that doesn’t make it any less applicable to your customer service representative. If not, it’s time to go back to the beginning and identify new potential solutions. If not, you’ll upset your customers even more! They must understand and communicate information effectively in writing, by phone, or in person. Kelli Durkin, Chewy’s VP of Customer Service, shares that it comes down to the dedication of her customer service team: “Our customer service reps have good energy and the staff is excited to delight the customer...We want customers to be so wowed by the interaction they can’t help but share their experiences.”. Here, we’ll look at the following customer service skills critical to maintaining and growing your company’s bottom line. Customer Service Representative job description. With that said, make sure your employees aren’t spread so thin that they become robots checking customers … Like the other customer service skills that apply to all employees, those eager to learn show that positive attitude we discussed in point No. Quality focus. Ready to learn more about customer service? Whether they’re bored, tired, or stressed, reps can’t let it show. Its customer service agents’ skills extend across all channels. Expand your knowledge. It’s a lesson I learned from my Dad at a young age. Those in customer support roles, such as call centers, are often the brunt of verbal abuse. Below we've compiled a list of the most important skills for a Customer Service Representative. You call to order a sweater (old-school, I know! Imagine you receive a catalogue sent using direct mail marketing. As a midwestern girl (I grew up surrounded by cows and cornfields), I grew accustomed to people who care about each other. Regular training and product updates to give your reps a true understanding of your product, as well as any product changes that will affect customers, is key to the success for your company. Customer relationship managers and implementation specialists have many customers to take care of, and no one can feel forgotten. While I love all of his life lessons, thanks to his career in sales, this one is applicable when discussing customer service skills. Product knowledge. Conflict resolution. For example, posture has a huge impact on a person’s tone and vocal quality. Related: Interview Question: "What Does Customer Service Mean to You?". This applies to both B2C and B2B marketing and customer success teams. The 21 Essential Customer Service Skills for Every Employee, One-to-one customer interactions with your customer success team are the biggest place you can show empathy. Personalized: Good customer service always starts with a human touch. You may also find that improving your knowledge of the service or product your employer offers improves your ability to resolve issues with customers. Learning Ability. Those with positive attitudes are able to focus on solutions. In essence, problem-solving is what customer service is all about. Accuracy; Adaptability; Analytical; Appearance; Assessment; Assertiveness; Attention to Detail; Attentiveness; Benchmarking; Caring; Confidence; Communication; Computer; Conflict Resolution; Courtesy; Customer Service Soft Skills; Customer Care; Depersonalization; Detail Oriented; Diplomacy; Efficiency; Feedback; Flexible; Friendliness; Humor; … You want to help every individual you cross paths with. Considering that 70% of buying experiences are based on how the customer feels they are being treated, empathy is surely one of the most valuable customer service skill to possess. 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