More and more companies emphasize communication skills among the soft skills desired in new employees. Good “people skills” are essential for restaurant servers, hospitality workers, receptionists, customer service representatives, and salespeople. But being able to communicate effectively is important for all employees, not just those dealing with consumers or clients.
Good customer service skills can boost client relations and public perception of your company. Therefore, excellent customer service, supported by good communication skills, creates good customer relationships that can help drive sales and profits.
Why is Good Customer Service Important?
Taking care of consumer needs creates loyal customers who will continue to interact with your company and even refer others to your business. Providing good customer service builds trusting relationships with customers and a good reputation for your business, too.
In fact, Salesforce found that “89% of consumers are more likely to make another purchase after a positive customer service experience.” Even if the company makes a mistake, 78% of customers will make another purchase if the customer service is excellent.
That’s why every employee should be prepared to be an ambassador for their company by providing excellent customer service when the need arises.
Tips for Delivering Excellent Customer Service
Whether or not you have customer service experience already, it never hurts to improve your skills. Here are five tips to remember in your quest to deliver superior customer service.
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Be Friendly and Courteous
Courtesy is a customer service must. Remaining polite can be difficult, especially when faced with an irate customer, but it is one of the most important tools of good customer service. Empathizing with your customers and making them feel heard can go a long way toward defusing a difficult situation.
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Practice Active Listening
Active listening is another important tool to include in your customer service toolbox.
“Listening is one of the simplest ways to provide excellent customer service. Sometimes customers just need to be heard, so be sure to actively listen to what they have to say,” notes Indeed.
Ask open-ended questions (questions without a ‘yes’ or ‘no’ answer), paraphrase your conversation to sum up the main points, focus on the customer, and avoid outside distractions.
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Communicate Clearly
People want their issues resolved quickly, so your conversation should be clear and concise.
“Finish the conversation with a quick summary to ensure everyone is on the same page,” advises Qualtrics. End your conversation by asking if there’s anything else you can help them with. That gives them another opportunity to ask questions and specify any other issues that need to be resolved.
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Follow Up
Following up with your customers helps improve their experience with your company and lets them know you care about them.
Letting your customers know you’re willing to help can head problems off at the pass. It can help you avoid negative online reviews and help reduce refunds, says U.S. Data Corporation.
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Remember Internal Customer Service
Customer service isn’t just for the people “out there,” it’s also for your coworkers – your own team, as well as people in different departments you work with every day. Internal customer service doesn’t end with the IT and HR departments. When Jack from billing is looking for a receipt or Megan from merchandising asks for help with a presentation, they are your internal customers. As such, they deserve as much respect and consideration as you would give your consumers.
Customer Service and Good Communication Skills
Developing good communication and customer service skills can help you exceed customer expectations, deliver memorable experiences and build lasting relationships with your company’s customers and clients. That reflects well on you and your employer!
Is it time to put your customer service skills to better use? Contact STS Staffing to talk about new career opportunities in your area.
