Secret Customer Service Skills you didn’t know you needed!
Great communication skills, a master of listening and paying attention, a positive attitude, the ability to mind read your customers! These are just some of the obvious skills required by a Customer Service agent. But there’s a lot more hidden beneath the “always cheerful” smile and the confident “I’ll fix that” head nod. Here are some hidden skills that you might not have known you needed to be in this challenging but exciting industry.
There will be always be that person who will walk in or call up with nothing but a whiney tune and complaint after complaint after complaint. Nothing will be perfect for this person! And it will get on your nerves, you’ll wish you could trip them or punch them or pull their hair, or even your own! But how does a professional deal with this situation? Easy. Act through it! Put on your best “Don’t worry, this will all be okay” face, keep whispering it in your head, and keep on chugging!
Time Management Skills
I don’t mean in dealing with daily work. I mean, that there is no reason to go above and beyond for every single client. That’s right, you heard me. You gotta know when to stop! While some jobs and clients require it, deserve it even – sometimes you’ll just be wasting your time and theirs. So pick and choose, and sometimes choose you over them. Because that’s okay.
Humans are fickle. We change our minds. A lot. We come up with all sorts of problems. And then some. And then we change our minds about them. Irate, confused, ignorant – so many types of people to deal with. If you haven’t already met people like this, you will. And honey, you cannot be the person who says “But you said…”! Nope. You gotta be the person who says, “On it”, even if that means changing your entire beautifully planned solution/strategy. Be it a new problem mid-way through something else or a having to start from scratch, you must now be “Ms./Mr. Game Plan for Everything”, ready for every change!
The Ability To Admit When You Don’t Have The Answer
This one’s a hard one, guys. But it’s a good skill to have. The best in the industry know when to admit defeat. That doesn’t mean walking away or giving up, it just means saying “I’ll get back to you”. A customer will be pleased if not pleasantly surprised if you keep in touch with them and get them the answer they’re looking for. This is a way better strategy than lying or evading which would just end things badly for both you and them!