7 Customer Service Skills For Every Forward-Facing Employee
Being in the customer service line, there are certain skills that are required to become a good customer service representative. Without these skills, you run the risk of finding your business in an embarrassing customer service wreck, or you’ll simply lose customers as your service continues to let people down.
Today we’re looking at 7 customer service skills that every automotive customer service support employee can master to help the customers go WOW!
1. Be Patient
It is important to be patient to your customers. Often, they reach out because they are confused and frustrated. In times like these, rather than hurrying them up, be sure to stay patient when they come to you venting their frustrations. Be sure to take the time to truly figure out what they want. Remember, great service beats fast service every single time.
2. Be Attentive
Listening to your customers is crucial for providing great service. Not only is it important to pay attention to individual customer interactions, by watching the language/terms that they use to describe their problems, but it’s also important to be mindful and attentive to the feedback that you receive at large.
3. Handling Surprises
Customer service isn’t always the most straightforward. Maybe the problem you encounter isn’t specifically covered in the company’s guidelines, or maybe the customer may be overreacting. Whatever it is, you should always be able to handle surprises and think on your feet. You can even create your own guidelines to help you. Using the below sample may help:
1. Who (do I look for)?
2. How (can I get someone else to help)?
3. What (can I do once I found the person to help)?
4. Knowledge of the Product/Service
It’s helpful to have knowledge of how your product or service works. Without knowing your services well, you won’t know how to help customers when they run into problems. It’s important to know the ins and outs your service, and possibly put yourself into your customers’ shoes so that you can know the best way to solve the matter.
5. Have Some Empathy
When you can’t tell the customer exactly what they want to hear, a dose of care, concern and understanding will go a long way. Empathy, the ability to understand and share the feelings of another, is a skill that can help to steer things toward a better outcome, and sometimes, that is all you need to make a difference.
6. Closing With Satisfaction
Ending the conversation with your customer satisfied by your service shows how caring you are towards a customer’s needs. The customer should put down the phone with a feeling that everything has been taken care of (or will be). The last thing an angry customer needs is getting his or her call cut off before their issue is settled. Take time to confirm with the customer that everything is settled before ending the call. Your willingness to do this shows the customer three very important things:
1. That you care about getting it right
2. That you're willing to keep going until you get it right
3. That the customer is the one who determines what “right” is.
7. Manage Your Time Properly
Time is money, and in your case, time is of the essence. You need to be concerned with getting customers what they want in an efficient manner. One of the best tricks you can use is to realize when you simply cannot help a customer. Don’t waste time trying help a customer in an area where you are not familiar with. You will end up wasting both of your time.
Now that you’ve had the customer service master skills, it’s time for you to take a drive into the world of automotive customer service! TOC Automotive College’s Automotive Customer Service course is designed for you to learn and master the art of customer service, as well as to understand the overall technical side which includes; car maintenance, car repair, and car diagnosis.
Find out more about this course here: https://www.toc.edu.my/programmes/automotive-customer-service