01 Aug IMPORTANT SKILLS REQUIRED IN CUSTOMER CARE JOBS
Customer-Centric industry primarily revolves around “being a people person” and showing adaptability in an environment driven by the needs and expectations of customers. While for some people, customer-centric approach comes as an innate ability, for others, it might be a tough nut to crack. And to make things easier, we have enumerated a list of some basic skills that are needed to ace your role in a Customer-Centric industry and helping you stay ahead of the curve. Let us take a look:
- Telephone etiquette:
Most companies address customer service queries as well as complaints over the phone. Helping customers through telephonic medium is a lot harder than doing it face to face due to the fact that customers’ reaction cannot be gauged in its truest sense. In order to ensure a high level of telephonic etiquette, learn to speak confidently and clearly over the phone. Make use of clear language and easy words that can be understood by the customers and to avoid any scope of confusions.
- Cultivate positive language:
Customers usually have a tendency to be drawn towards a business or your service if they have been treated with excellent customer service. Negative responses or phrases do not go well with them. Avoid using words like ‘but’, ‘actually’ or ‘unfortunately’ while giving a response. Begin your statement with facts and come up with solutions-centric statements instead that gives a much higher credibility to consumers that their problems are likely to find a feasible solution.
- Empathy, patience and consistency:
Each customer can have his or her way of conversing with a customer-care executive. While some of them maybe easy-going, others might come across as irate or even full of questions. Treat each customer the way they expect themselves to be treated and handle their queries in a way that suits them best. It is best to know how to handle every customer diligently and ensuring a high level of customer-service each time.
Every customer comes with a unique mindset and whether you like it or not, their behavior is likely to change frequently. As a good customer-care executive, you should be able to tackle these abruptly changing behavior patterns by sensing their mood in advance and reacting accordingly.
- Clear communication:
Ensure a clear, two-way communication with your customers. Make sure that your customer is in sync with what you are trying to convey to him and do not hesitate to do a double check before disconnecting the call. Always remember to use positive, cheerful approach while speaking to your customers and always confirm guaranteed satisfaction of your customer before ending the call.
- Work ethic:
One way of striking a chord with your customer is to perceive his problems through your own eyes and providing the best suitable solution, no matter how hard it is for you to deliver. Effective time management skills can also come in handy to ensure that you do not spend too much time handling one customer, keeping all others waiting. Stay focused on your goals to strike equilibrium with all your customers.
Customers are always more inclined to executives who know their product or service in and out. Make sure that you are well-informed and updated with your product in order to respond to the queries posed by your customers. Never shy away from declining to answer in case you are not sure, especially in cases where the query becomes too technical or intrinsic. In such situations, customers look for honesty that can work in your favor.
- Thick skin:
Heard of the saying, “Customer is always right”? Well, it is time to put this to some use. While engaging into a conversation with your customers, keep your ego and pride aside and be prepared to accept any blame or negative feedback that might come your way. Keeping your customer’s happiness should be your utmost priority at all times.