A world-class customer service experience is more about doing the basics we know in customer service, it requires us to change who we are, in order to deliver an exceptional service experience. The big question is can customer service skills create customer loyalty?
Customers today are more knowledgeable than ever. They know what they want and demand the very best from us each and every time. Successful organizations with massive customer loyalty know it takes more than just being polite to keep customers coming back. They understand that the service they give to customers is a reflection of who they are.
Theses 12 customer service skills that create customer loyalty each and every time.
The best customer service agents know that they need to be personal, friendly, and pleasant with customers in order to be able to develop any relationship with customers.
Confident people are able to get things done, especially under difficult circumstances. As we are confident in our abilities, our customers will trust us that we can get the job done. They’ll know that they can trust you to make things right.
Today’s scripted service only frustrates customers. Thinking outside the box shows our customers we have the power to do the right thing and that we’re committed to finding a solution. Creative thinkers don’t settle for “I don’t know,” but always find a way to learn something new and deliver results.
Honesty, with regard for the customer as a human being, is the only way to develop the lasting relationship that makes loyal customers. Real service never over promises or under-delivers.
Exceptional customer service is based on communication, two-way communication. Actively listening and then delivering results works.
Real service is being responsive to customer needs, always focusing on the ultimate good for the customer.
The best in customer service handle even the most tough customer complaints with poise, assurance, and are able to deliver results that create satisfaction.
Top service performers are able to do even the most basic tasks with excitement and deliver extraordinary results. They are creative with each assignment or challenge they face.
Service professionals understand that each customer is a human being, and what works with one person may not with another. They address each customer need with attention and respect.
Brilliant customer service people treat every person the way they would like to be treated. They will go beyond what is required because it’s the right thing to do.
Oftentimes, just setting the right example will make the difference. Frustrated customers will only escalate their anger if they immediately confront a defensive customer service agent. Be calm, take the customers side, then begin working on the solution to the problem.
After dealing with tough customer problems all day, it’s easy to turn around and see the same type of problems for other customer service professionals elsewhere. Make a difference in the life of another employee elsewhere by being the perfect customer. Remember how hard it is to serve and make it a little bit easier for that person the next time you need customer service.
We cannot give what we do not have. It’s essential to develop these 12 customer service skills to be more effective at connecting with customers and ensuring that each interaction is a positive customer service experience. The more our customer service teams are able to act on these essential skills, the better we’ll be able to create relationships that develop customer loyalty.
Do you work in a service business? What did I leave out?
Featured image courtesy of emdot licensed via Creative Commons.
Flavio Martins is the VP of Customer Support at DigiCert, Inc., and leader of an award winning global customer service team. As a customer service blogger, and customer service fanatic, he's on a mission to show that excellent service can be consistent, simple, and easy.
Although creating the best possible customer experience is key, creating loyalty is an on-going process and must continue after the customer interaction or sale. Rule #13 would be to create a consistent follow up process on a personal level using different "touches" such as email, direct mail, thank you/customer appreciation cards mailed to the business location and a telephone call to "check in" periodically.
Great list. I think it's important to also convey confidence (reading from a script does not inspire this), but not arrogance (never treat the customer as if they are lacking in intelligence). The greatest customer service conversations I've heard have been those where the customer is listened to, not patronized. He or she leaves, or hangs up, feeling they were heard, that they mattered. And they will likely speak well of you in the future.
If I were to add anything, it would be that body language is important too. Whether you can be seen or not. Obviously if you can be seen, rolling your eyes, not good. But even over the phone, the eye roll can come through in your tone of voice.
-Cheryl
@boxofnuts Great point! Yes, our body language is a big part of how we deliver service. If not for how customer perceive us, but how others we work with feel about the type of dedication we have to service.
