This combination of technical skills and a human touch can turn a simple enquiry or a more complex case into a positive interaction. Let's look at a few examples at how technology can help: Provide continuity: Customers do not appreciate having to explain their situation over and over. The...
Active listening is one of the most valuable customer support skills you can learn. Active listening means giving the customer your full focus and attention, so they don’t have to repeat themselves. Research shows that when we actively listen,the person speaking feels more heardthan if we simp...
To encourage self-awareness when it comes to developing skills, take a look at the following video, whereCaroline Cooper, a Trainer and Consultant at Naturally Loyal, describes how she helps customer service professionals become more self-aware. Step 2 – Listen to How the Customer Feels It...
Unfortunately, interviewing for customer service positions is nothing like evaluating for hard skills found in other roles. Worse yet, many businesses still see customer service is an easy, entry-level job which anyone should be able to do. Yet thecustomer servicestories we hear from Zappos to D...
Leverage AI for stellar service Get it free Hey there! If you’re reading this, chances are you’ve been on the front lines of customer service, or you’re about to be. And let’s be honest, difficult customers are not always a walk in the park. From the “Why is my bill so ...
Give candidates the freedom to explain any situation or concept inside and out. You can get a good sense of their communication skills here and whether they're able to sum up a clear explanation. 2. Problem-Solving Problem-solving skills allow employees to come up with innovative solutions to...
Ask appropriate questions? Offer proactive solutions? Did you feel they resolved the issue? Provide feedback and give candidates the chance to talk about what they do differently. In the end, look for a good blend of operational and personalcustomer service skills. The best candidates for your ...
12 tips to improve customer service etiquette. Read more to understand the importance of customer service etiquette, examples, and things to avoid.
World-class customer service begins with treating humans like humans. Follow the tips on how to talk to customers in this guide, and we guarantee you’ll be on your way to delighting your customers. Maintaining a consistent tone In music, if the singer’s tone is off, the whole piece fal...
As mentioned above, excessive "joy" when confronted with a severe customer problem does not look good; nevertheless, I'm talking about a good choice of wording in this case. This is an integral part of customer service skills. For example, instead of saying, "We can't do that," try sa...