Career Lander

Archive for the ‘Customer Service’ Category

Individuals working in customer service positions interact with many different kinds of people. Some work as customer service representatives, acting as mediators between the company who hired them and the customer.

Others work in retail environments, handling requests from customers shopping at a store, selling goods and services to a wide variety of people. Regardless of where they work, all customer service workers benefit from learning a range of skills that give them the tools to handle any situation they may encounter while at work.

Interpersonal Skills

Customer service agents need to possess exceptional communication skills because they constantly interact with other employees and the public. This involves knowing how to listen and respond to questions and comments in a helpful and professional manner.

Learn how to accept, interpret, and utilise constructive criticism from supervisors and managers without challenging their authority or straining relationships with coworkers.

Speak in a pleasant and courteous manner to attract business for the company and ensure that customers have a positive experience when visiting the store, increasing the chance that they will return in the future. Always bring a positive and enthusiastic attitude to the work environment.

Professionalism

Customer service workers represent the company that hired them. Accordingly, employees must understand that their behavior reflects the company and contributes to enhancing or degrading its reputation. Follow the company’s dress code, which may be formal or informal depending on the work environment, and is usually outlined in the employee handbook.

Refrain from using profanity and curse words when speaking to anyone during work. Sexually suggestive comments and behavior are likewise forbidden; failure to comply with this particular guideline may result in legal consequences and/or termination from the position.

Financial Skills

Customer service employees working in retail environments often double as cashiers. They must know how to handle money in a safe and accurate manner, which includes handling different payment methods, such as debit and credit card payments and gift vouchers.

They should know how to balance the register, as well as how to operate different types of cash registers and scanners. Much of this training is provided on the job (see Reference 1).

Sales Skills

Customer service employees sell products and services to consumers. Accordingly, they need to know how to suggest items for purchase based on the customer’s needs and demonstrate how to use the product.

Depending on the complexity of the product or service, customer service workers may need to learn specialized information that helps achieve a sale.

For example, a retail salesperson selling television sets must know the differences between brands, models, and technology in order to suggest the most appropriate television for the customer (see Reference 2).

Research Skills

Customer service representatives working for technical, wholesale, and manufacturing companies must continue to educate themselves in product innovation and advancement. Attend conferences, conventions, and trade shows showcasing new products and technology.

Read trade magazines and monitor products, prices, and sales made by competitors. These opportunities provide customer service representatives with the knowledge necessary to arrange sales with potential clients.

Many service industry, sales, tech support and medical jobs require customer service skills. Some people have these skills simply because of their personalities, but others have to learn what it takes to have good customer service skills.

1. Definition

Customer service skills is the collective term for those skills needed to successfully complete any customer interaction, whether it be in person, via phone or online.

2. Who Uses Customer Service Skills

Customer service representatives, sales representatives, technical support agents, hospitality workers, servers and retail associates are all required to posses a high degree of customer service skills to perform their jobs.

3. Basic Customer Service Skills

Basic customer service skills include a good understanding of the spoken and written language, an ability to listen to and understand a customer’s request, problem-solving skills and professionalism.

4. Advanced Customer Service Skills

Advance customer service skills include flexibility, leadership, task orientation, pro-activeness, understanding of how body language and tone affect interaction, strong work ethic and the genuine desire to progress the company mission.

5. Function

Advanced customer service skills provide service agents with the ability to actively serve customers, resolve issues, initiate changes, teach co-workers and maintain calm regardless of customers’ attitudes.