7 MORE 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.

A few weeks ago, we pointed out some of the customer service skills to make you into a model customer service employee. Today we’re looking at 7 MORE customer service skills that help make your customers go WOW!


1. Ability to ‘read’ customers
In this day and age where customer service is primarily done through the phone or online, most employees won’t even be able to see the customers face to face. However, you can preempt yourself with the basic principles of behavioral psychology and use that skill to “read” your customers and their emotional state. You don’t want to misread a customer and end up losing them due to confusion or miscommunication. You’ll want to look and listen for subtle clues about their current mood, patience level, personality, etc. This personalization process is good because only by knowing your customers can you create a personal experience for them.


2. Keep a cool head
It’s good to be able to stay cool under pressure. Your ability to stay calm in moments of heated exchanges and even influence others when things get a little hectic. One of the best things you can learn is to not let a customer force you to lose your cool, but rather try to be supportive for the customer and their problems.


3. Have clear communication

Image from:  Service AutoGlass

Image from: Service AutoGlass

Having clear communication with your customers is vital. Make sure you’re getting to the problem at hand quickly. More importantly, you need to be cautious about how some of your communication habits translate to customers, rather than have them be confused about the matter. Keep it simple and leave nothing to doubt.

4. Persuasion is key
Not every call or message coming in is related to a complaint. Sometimes, it can be an enquiry. Every experienced customer service representative knows that every lead is vital. It’s the persuasion skills you need to convince a potential customer that your product is good. Don’t let a potential customer slip away just because you couldn’t convince them that your company’s product or service is worth it.


5. Persistence and determination

Having persistence to keep doing your job when the going gets tough, that’s what customer service representatives are made of. A great work ethic and willingness to do what needs to be done is a skill that many employers are looking for, and the type many customers remember. You should make your motivation as a customer service representative to never give your customers lazy service.



6. Act well
You have to realize that there will be some moments when dealing with people that there are those who you won’t be able to make happy. These customers want nothing more than to pull you down, and you’ll probably need a little more than a smile to bring their moods up. This is when your acting skills come into play (no pun intended). You’ll need to maintain your cheery persona and try to deal with these customers to the best of your abilities. This really goes hand in hand with “having a cool head” and “persuasion skills”.



7. Ability to use positive language

Image from:  Jordan Auto Body

Image from: Jordan Auto Body

Try using positive language to bring about your point, rather than use negative connotations. Your ability to make minor changes in your conversation can help to create some really happy customers. Language is a very important part of persuasion, and can help create perceptions about your company.

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