CUSTOMER SERVICE SKILLS

 

INTRODUCTION

We are all frequently customers. And many people have or will have positions as customer service agents. The main purpose of this article is to look at customer service from a variety of perspectives, so that we might help agents to provide better service as well as encourage all of us to think about how to become better customers. In this endeavor, we're going to briefly touch on several points: How do customers define "good" versus "bad" service? What do customer service agents say about the challenges of their jobs? What are the skills and personality traits needed to provide good customer service? And why is this field appealing to many people?

 

First, take a few minutes to think about the following questions:

1) Have you ever had a job where people complained to you about about bad service or a bad product? Did they typically communicate nicely or were they frequently angry?

2) How often have you complained to customer service agents about bad service or bad products? Did you generally speak nicely or angrily?

3) Do you think it's a good idea (or even necessary) to sometimes get angry when complaining to a customer service agent?

4) Next, think about a time when you received great customer service. What made it great?

5) And, think about a time when you received bad customer service. What made it bad?

 

What is customer service?

 

Customer service, like many aspects of life, involves determining how to communicate, deal with conflict, and resolve problems -- but in the case of customer service, agents are specifically focused on providing support to people who buy products and/or receive services.

 

A few examples of customer service jobs:

 

*Working at a store

*Working at a restaurant

*Working at any kind of reception desk

*Working at a customer support call center

*Working as a flight attendant

*Working at a bank

 

Quick Tip #1: Many people think customer service is a low-level job, but in reality, providing good customer service requires a wide range of skills and a lot of knowledge.

 

Some Customer Thoughts on Good versus Bad Service

Here are a few things customers mention when asked about what made a customer service experience bad:

 

*I was trapped in the company's automated phone system. It was impossible to get a live human being!

*I was on hold forever!

*The customer service agent didn't know anything about the company or the products, so they were unable to help.

*The agent was nice but had no authority to solve my problem.

*The agent kept interrupting and didn't listen.

*The agent was nasty about my request for a refund. He acted like the money would be coming out of his own pocket!

*The agent was rude from the start. Seems like he hates his job!

 

Needless to say, if those are some of the elements of "bad" customer service, then good customer service requires: connecting with a real person easily and quickly....and talking with someone who is knowledgeable, who has a reasonable level of authority, who listens, and who knows how to solve problems.

 

What Customer Service Agents Say About The Challenges of their Jobs:

 

*I didn't get enough training, so it's hard to answer people's questions.

*Some customers are very difficult. They can be demanding, impatient, and rude.

*It's hard to listen to complaints all day. I get really exhausted!

*Some customers are actually abusive. I know they're frustrated by the problems they're having with our company, but they don't have to take it out on me. I didn't cause the problems!

 

Here are 3 important conclusions we can reach:

---> Both customers and customer service agents have valid reasons to feel frustrated at times.

---> When it comes to many interactions, there are ways that both customers and customer service agents can improve their communication skills.

--> Providing skilled customer service can be a way to meaningfully interact with, reassure, and assist people.

 

Quick Tip #2, Suggestion for customers: While irritation is sometimes appropriate when expressing a complaint, anger should never become abuse -- and showing restraint and patience is often preferable.

 

Quick Tip #3, Is Customer Service for You? Customer service isn't for everyone. In order to successfully work in that field, you need to enjoy people and problem-solving, and you have to be able to calmly deal with diverse personalities, moods, and situations.

 

The Skills and Personality Traits Needed for Customer Service

 

1) Knowledge: Customers often seek information about products, services, and options. Thus, customer service requires knowing about the company you work for -- the products they sell, the services they provide, and their policies. Quick tip #4: If the company hasn't given you enough training or information, talk with a supervisor and/or colleagues who can help you increase your knowledge.

 

2) Empathy: Empathy is a capacity to understand (at least to an extent) what people are feeling and expressing. That ability is essential to providing good customer service.

 

3) Effective Communication: When you work in customer service, you need to be able to express yourself well. In particular, that means being able to provide clear information and methodical explanations.

 

4) Active Listening: In addition to being able to express yourself well, you need to listen effectively. Offer customers your full attention, allow them to speak without interruption, and absorb what they're expressing.

 

5) The ability to reduce tensions: If you're dealing with a very stressed-out customer, try to bring down the level of tension. Active Listening, as described above, is part of that process. Often, angry people simply need to vent, and once they feel heard and respected, they calm down. Here are a couple other important skills that may help you to lower tensions: **REMAIN DETACHED: Don't take the customer's anger personally. **EXERCISE SELF-CONTROL: Don't respond to anger with anger. Stay calm.

 

6) Problem-solving: Customers with a problem need solutions. Be proactive and oriented towards problem-solving. Find out what the customer hopes to accomplish. Then, focus on solutions that are within your abilities and which adhere to your company's policies. In addition, it's important to know your limits. If you don't know the answer, be honest and try to find information. If the problem is beyond your position, refer the customer to a supervisor.

  

Why do some people enjoy customer service jobs?

 Here's what some customer service agents have shared:

 

*They enjoy helping people.

*They enjoy solution-seeking.

*They experience a sense of accomplishment when they solve a customer's problem (and even more-so if the customer expresses appreciation).

*They're stimulated by learning, variety and challenge, and customer service positions can offer that array of stimulation. Jobs in that field involve meeting different types of people, dealing with different types of personalities and situations, and learning about a company's polices, procedures, products, and services.

 

IMPORTANT: There's a Difference Between Anger and Abuse

 

If you're a customer, remember that there's a difference between anger and abuse. The agent you're speaking with is a human being. While irritation and frustration are often reasonable when you're expressing a concern, avoid becoming disrespectful or abusive.

 

If you're a customer service agent, you also need to be respectful. At the same time, you shouldn't have to deal with abusiveness, threats, or harassment. Assuming that you work for a supportive company, you *do* have options:

 

* If the encounter is in person, let the customer know you'll be getting a supervisor to help them. Then, walk away and tell the supervisor what's happening.

 

* If the encounter is by phone, transfer the customer to a supervisor. If there's no one to whom you can transfer and you're truly the object of abuse, you may have to disconnect the inappropriate caller. Find out what your company's procedures and protections are -- and remember that many companies record calls, so there may be a record of the bad encounter.

 

SOME ADDITIONAL ONLINE RESOURCES ABOUT CUSTOMER SERVICE

Note: By including the links below, we aren't endorsing every detail that the sites provide (and they may not fully agree with each other on some points). But each of the sites contains a lot of valuable information. 

 

 

Coursera: What's customer service?

 

Matthew Stern: What angry customers want you to know (this article starts off a little odd, but gets very interesting)

 

Indeed.com: Eleven ways to provide good customer service

 

NescoResource: How to succeed as a customer service rep

 

Forbes: Essential Customer Service Skills

 

HelpScout: Various chapters (click on the many links) about how to run a good customer service team. Lots of helpful information for anyone interested in learning more about customer service.

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