How can I invest customer service skills and abilities to improve my firm's performance?

Providing high level of Customer Service is your key to retain current customer base and gain new loyal customers, this is where you should invest your customer service skills and abilities. Good customer service include the whole selling process till the after sale services

you can invest your customer service skills and abilities by bringing more customers and building relationships with them 

having a good listener and having customer experience by touching there emotion with thi s aspect you will gain customers loyalty.

Certanly not only high quality product (goods,service) is the performance of company.the same time customer service level is one of the key of performance of company.Here including customer service representative behavior,operative move of customer service department and so on which we can say for a more hours.And finally customer service skills it other and big text.where in common we can say for examples communication skills,great listener,presentation skills,to do negotiation where both side will be pleased not only one side.And so on.

Treat Every customer as king.build a positive rapport with customers by showing our empathy towrds them

Ah very simple. Make a great flow chart and write everywhere Knowledge, attitude, smile, great listener, be there when needed enjoy the chit chat and keep a happy enviroment and dont say NO as it is not a good answer. You can say " Let me check and see what I can find it for you". At the end all gonna look great!

By placing customer at the heart of the business you can improve and manage customer relationship and will also help the firm achieve or improve it's performance. Managing customer relationships is about establishing, maintaining and enhancing relationships with customers for mutual benefit. We need also to provide customer satisfaction. We will reap the rewards in loyalty, increased reputation and business success. 

In addition to the answers I would add that having customer' service skills and background you should be able to:

1. Communicate well

2. Control your anger

3. Sell and up sell

4. knowing customer needs

5. Organize and manage

Having such skills you should be able also to use them appropriately in your firm by applying them in the right place and by teaching others about how to improve their skills !

The best thing would be to be proactive. Know the needs of your clients, and try to meet those needs before they even arise. That would surely exceed their expectations and would help you investing your customer service skills and abilities properly.

Love ,Respect and intergrity

You can invest your customer service skills and abilities through the following steps:

Step1. Improvise on BI daily/weekly/monthly reporting>find out gaps>increase the resource count depending on budget(consider contract hiring)>take people out for training. Ensure that you have right supervisors as no war is won with the excellent leader.

Step2. Spend on system automation. There are many automated system available to increase FCR's/FDR's. This is what client expects on every issue raised by them.

Step3. Do productive hours calculation to stabilize the business and investments made at the same time come up with some incentive plan to keep your agents enthu high.

I hope this will helpful....