It sounds simple enough to say that service must be given with passion, patience, and positivity, yet how often does it really happen? It is very important to ensure that customer service employees have the right soft skills for handling customers’ needs.
No one is born with a flawless capability to master soft skills, and no one walks into their first job with a perfect set of skills. Although some can be personality traits, it would be hard to find someone who masters them all.
So, employers must do their necessary training before the customer service agents are on board. But what kind of soft skills training should be considered for service team leaders?
1. Listening Skills
Even though an agent might face the same problem a hundred times a day, it is imperative they still listen to each person and each call. Customer experiences vary from person to person. A problem may be common, but that doesn’t mean that’s this customer’s problem.
If your customer service representatives are making assumptions, you’ll find yourself with customers who are increasingly agitated.
Asking questions, taking notes, and avoiding interruptions are all excellent tactics to improve listening.
2. Have Clear Communication
Clear communication skills mean speaking without jargon, especially if it’s terminology specific to your company. Those who communicate well also understand when their point isn’t getting across and know how to offer alternative explanations if the original doesn’t make sense.
Ensure service agents convey to customers exactly what they mean. You don’t want your customer to think he’s getting 50% off when he’s actually getting 50% more product. Use authentically positive language, stay cheerful no matter what, and never end a conversation without confirming the customer is satisfied.
Do not use long sentences, and make words as simple as possible.
3. Understand Customer Psychology
Not surprisingly, customers want to be understood and heard, especially given the turmoil and fear that reigns in today's world. Empathy is essential to successfully verify customer wishes and needs.
Customers expect to be valued, listened to, and cared about their problems, and want assurance that the same won’t be repeated in the future. By understanding the psychology of customer service, you can have a big impact on satisfaction levels. This can allow your brand to better understand customers and provide a higher level of intuitive support.
4. Use Positive Scripts and Phrases
Those who have a positive attitude can focus on the solution. Based on this, those who speak positive words also speak positively-they do not mention negatively.
Designing customer service scripts is basically formulating messages according to the different scenarios when employees have to address customers. Positive chat transcripts and phrases can help to deliver faster responses and a consistent brand experience.
Imagine you heard: "Sorry, it's out of stock. It's back ordered and will not be available for 3 weeks.”. Instead, in positive words, “This product will be available in 3 weeks. You can order now. Around September 10th. It will be delivered to you. "
These skills are absolutely something worth helping your employees grow. Follow BestChat to know more about customer service.