When it comes to providing outstanding customer service, it’s the people who make all the difference. While it certainly takes time, training, practice and dedication to become a rockstar in customer service, it doesn’t have to be that hard when you know where exactly to focus your efforts on. Here’s the list of 10 must-have soft skills that matter most and that everyone involved in customer service should master and use in their daily interactions with customers.
# 1 Effective Listening
Listening is the key to effective communication. Without the ability to listen carefully to what a customer is saying, a message could be easily misunderstood and misinterpreted. As a result, communication breaks down leaving a customer frustrated. Listening isn’t just about hearing. A good listener will not only listen to what is being said, but also what is left unsaid or partially said. Luckily, if your listening skills are weak, there are certain techniques for improving them. >>>
No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority.
Customer service trends topic is one of the most discussed today. Every year customer service experts publish their lists of trends, share their predictions and provide useful tips for improving your company’s customer service experience. In our blog we also published series of articles on this topic. Following those posts I would like to discuss three important customer service trends. >>>
“Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” – Francis Hesselbein
A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. Many of us realize that it’s critical to enable employees to reach their fullest potential, and leverage their skills and talents in the best company’s interest.
According to ACCOR Services, 90% of business leaders think an engagement strategy has an impact on business success, but barely 25% of them have a strategy. >>>
“Kind words can be short and easy to speak, but their echoes are truly endless.” – Mother Theresa
The way you respond to your customers shows how you respect them and their business. In one of my earlier blog posts I offered useful recommendations for greeting your customers. Today I decided to talk about a proper conversation closing. This idea occurred to me while I was writing an email to a customer and was thinking about the proper closing. >>>
Lots of businesses today use Live Chat software for their online customer communication needs. From small start-ups to major corporations, companies choose Live Chat as another customer service option for its high speed of resolution and incredible ease of use. Whether you are selling software, clothes, gifts, machinery, parts, books or any other type of product, Live Chat is a must to ensure consistently great customer service and high customer satisfaction rates.
Yet, it takes time and experience to use it the right way and utilize its features to the fullest. If your website visitors seem reluctant to start a chat with you, check out these tips that are easy to apply and proved to be very effective. I hope they would help you unlock its full potentialand enjoy a greater rate of customer engagement. >>>
Strong communication skills have always been critical for career success. In customer service, an ability to communicate clearly and effectively with customers is more than just a nice skill that is desired to have. In fact, it’s an essential that ultimately defines the whole team productivity and customer satisfaction.
Most customer service reps realize how important their communication styles are for creating a strong company image to their customers. They do their best to communicate clearly and professionally. And yet, sometimes they still fail to effectively do it.
This blog post is aimed to take you to the basics and help you understand how, why, and where communication can break down. Use these tips to improve the quality of your everyday communication with people at work >>>
The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction.
Of course, the more traditional methods of email and phone calls are channels that many consumers still prefer. But other platforms such as SMS, social media, live chat and self-service have all seen significant rises in popularity and use.
So how do you make the most of these different channels to maximize their effect and ensure happy customers? Here’s a breakdown of best practices for successful multichannel customer service: >>>
As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Though these media platforms have undoubtedly played a monumental role in the changing landscape of customer service communication, customer’s wants and needs remain relatively unchanged. They want to be heard, understood, and respected and they want it done on their own terms.
Esteban Kolsky, founder of thinkJar, a Customer Strategy consulting and think tank, notes that it is the customers themselves who must choose and validate their customer experience. >>>
According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events.
You may attract new customers with help of great content. However, to keep them you need to offer exceptional customer experience. Over the next five years 41% of B2B and 47% of B2C organizations will try to differentiate from competition with help of great customer service. Superb customer experience generates a positive buzz among other customers and their friends. In this blog post I would like to offer you 6 strategies you may take to stay connected with your customers and create positive customer experience. >>>
Holidays are approaching and we, the Provide Support team, started thinking what treat we could give to you, our blog readers.
In our sincere appreciation of your readership, we would like to offer you a selection of our best articles for managing your live chat support.
Over the last few years we have covered a wide range of topics related to live support, from hiring the most talented agents, training them, selecting the best tools and maximizing efficiency. We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail.
We hope you will enjoy this selection and find some useful ideas and tips which you can incorporate in your best practices. >>>