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Problem-solving skills. The team should be aware of several possible scenarios that the disgruntled customer might present, and learn the necessary approaches to solve the problem at hand.
About communication skills I would suggest:
a. Problem skills solving (like Colleen mentioned)
b. Good listener (active listeners)
c. Communicate succinctly
d. Demonstrate subject matter expertise
e. Act on what customers are talking about and do not ramble
f. Establish trust with the clients showing speech confidence
g. Be focus on solutions
h. Good read about body language and use non-verbal communication in an efficient way
1- hard work
2- flexibility
3-ability to find the potential clients
4- self motivated
5- self energetic.
6- ability to handle & deal all typed of clients.
7- ability to finalize deals with clients.
They must develop their interpersonal & negotiation skills in addition to strengthen their language skills and try to be more flexible with their clients & know how to deal with all sorts of Customer.
Find out what the customer likes-1
Trust and especially what we offer to customer-2
Obviousness necessary, especially when the client gets angry must know absorption anger-3
Morality and elegance in a customer service representative from the basics of team work-4
Should Listen carefully and give a gesture to customer that we do care if He/She is facing problem. Try to solve the issue which made the customer annoyed within the company policies.
Customer Representative should be Calm and body language is " I'm here to help you Sir ".
active listening, can do attitude and willingness to help are very important to help them deal with difficult customers. in addition to doing the extra mile.
I don't like to say difficult let's say'' special'' customer.
First the ability to put yourself in the customer shoe in a way making the customer feel that you understood and acknowledge his issue and his point of view. The customer will calm down.
Second, educate the customer about your point of view representing the company.
Third give options so you throw the ball to the customer to choose, angry customers look for options and alternatives.
Don't say sorry or apology more than one time, this will put you in a weak position, giving more points to the customer to attack, I understand your frustration and i am sorry how you felt would be a professional and better sentence to use.
The above is only few ideas , but at the end front liners or whoever is in direct contact with customers should have a strong personality along good communication skills and subjectivity.
Regards
Never Argue with diffiulte cutomers , customer service officer should understand the clients needs with a friendly and professional smile and get control of himself in addition of showing that the employees care about customers.
