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- knowledge of the product
- Clear communication and positive language use
- patience
- empathy
- enthusiasm, cheerful
- Persuasion skills
- ask customers about services feed back
- Problem solving skills
- Ability to handle surprises and unexpected reactions and behaviors
- Tenacity and ability to go the extra mile
- Attentiveness
- Time management
Every customer is different, and some may even seem to change week-to-week, we should be able to handle surprises and make sure always to convey to the customer what do i mean and what is the solution
To carry out healthy and polite body language throughout the time of the duty. Delivery with two handes and escort with open palm direction. listening with care and effection and always asuring the service timely and appropriate to the requirement.
Clear Communication Skills-you need to be clear to customers, keep it simple and leave nothing to doubt
Ability to "Read" Customers-because you don't want to mis-read a customer and end up losing them due to confusion.
Patience-when they are confused and frustrated
Attentiveness-ability to listen to customers
Knowledge of the Product-Without knowing your product from front-to-back, you won't know how to help customers when they run into problems
Time Management Skill-To be applied when realizing, when you simply cannot help a customer
Persuasion Skills-so that you can convince interested customers that your product is right for them
Willingness to Learn
As head of Customer service department a set of rule/guidelines shd be defined by taking the conscent of the top management & HR team.
Considering the following
1) Only skilled technicians shd be hired, by clearly defining the Job role & responsibilities.
2) Trainings shd be organised for the technicians & the project managers to improve the skills inhouse.
3) In order to achieve the customer satisfaction, the team members should be communicative & ready to pass the required information whether to internal staff reporting a problem if beyond his control or communicating with the client through the service desk stating we are working & will revert on the rectification or resolution within defined timeline.
4) They shd be appreciated & Incentivized on doing a good Job.
5) Sometimes the team shd be taken out for a Lunch or Dinner to understand & address their concerns.
- Training them not to sound scryptic on the calls.
- Providing training modules to make sure they improve on active learning skills.
- Conducting interactive sessions to take appropriate feedback from them in regards to the type of calls they get, so relevant support can be provided to help them improve their call quality.
1*Clear communication. Ensure you convey to customers exactly what you mean
2* The customer’s always right.The ability to swallow one’s pride and accept blame or negative feedback
Patience, Communication and adaptability are some of the tips needed to improve my team's customer service skipls. Be a good listner, constant followup and value the views and responses of the customers, by this you are building customer loyalty and relationships. Thank you
Become a customer and understand from their perspective, focus on primary survey and analysis within a time frame.Customer is a big domain for example- customer with a certain age,income , education and need/desire. Regular customer who knows possible options for purchase-competition etc. Asking questions from customers to tailor their need is the best according to me.
I have always believed that "Customer Service" is the biggest marketing tool for any organisation. Keep you customers happy and focus on pre-sales and post sales service with utmost integrity and half your job is done. These happy customers are the most cost-effective, long lasting and the best tool to increase your sales. This is something I would strongly recommend to my team.
First of all regular contact with customers should be insured, then your team has wide knowledge about product and your competitor's product so that any customer have no ambiguity about your product's value to them, also make your team's presentation skills strong and communication to be clear and understandable few words could capture huge story. Make your team polite, having smile over their faces all the time, and having a sense of humour to avoid any boredom in conversation and make the customer convinced what you say so you are providing and clearly mention if something you cannot do so tell them in advance they will have trust over you.
