Customer service skills help support agents assist customers in the best way possible. These skills allow them to understand customer needs, solve problems, and provide a friendly experience.
Do you know businesses with outstanding customer experience generate 5.7 times more revenue than those that lag? Yes, great customer service can brighten someone’s mood, while bad service can be incredibly frustrating. Moreover, it helps you earn happy customers who often become repeat buyers and even brand advocates!
But how to provide excellent customer service? Is it some secret trick? No, it is a skill that business owners can inculcate in their support agents.
In this article, we will explore seven key customer service skills that can take your customer service from just “okay” to truly outstanding. From active listening to problem-solving, this article covers everything you need to know.
So, are you ready to make every customer interaction a great one? Let’s first begin with the meaning of customer service skills.
What are customer service skills?
Customer service skills are special abilities. They allow support agents to:
- Have a better understanding of the real needs of customers
- Smartly solve problems to create a great experience
As per the latest research, companies that provide an excellent customer experience see 7.1 times higher revenue growth rates than those that don’t.
But, what exactly are these customer care skills? They are a mix of soft skills (like communication and empathy) and hard skills (like technical knowledge and problem-solving).
For example:
- Say your customers called your customer service with a problem. Now, your support agent listens carefully and understands their frustration. They clearly explain a solution. In this case, they are using active listening, empathy, and effective communication as soft skills!
Additionally, problem-solving is also an important customer service skill. Since customer issues can be complex, agents need product knowledge to provide accurate answers. Also, most customer support is now happening over email, chat, and social media. Thus, agents must also:
- Adapt to different platforms
- Keep learning as technology and customer expectations change.
At Atidiv, our team of experts are masters of these skills. Want to offer your customers a smooth and satisfying customer experience? Contact our team at Atidiv today.
7 key customer service qualities your agents must develop
Delighted customers become brand advocates. They contribute to positive word-of-mouth. A recent study shows that about 83% of customers are willing to refer a company if they have had a positive experience.
Want to up your game too? Below are seven major customer care skills, that your support agents should develop:
1. Empathy – Understand the Customer’s Feelings
Empathy is the ability to understand the customer’s emotions. When customers feel heard and valued, they are more likely to trust and appreciate your support.
For example,
- Say a customer is frustrated about a software delay. Now, instead of just saying, “We are working on it,” an empathetic response would be: “I completely understand how frustrating this delay is for you. We are finding a way to move things forward and will keep you posted. Please be assured, I am here to support you every step of the way.”
How can your agents show empathy?
- Truly listen to understand the customer’s concern.
- Acknowledge their frustration or emotions.
- Use phrases that show you care, like “I understand how you feel.”
2. Clear Communication – Make Things Simple!
How you communicate matters just as much as what you say. Customers may not always be familiar with technical terms. Hence, your support agents should always use clear and simple language.
For example,
- Instead of saying, “Your invoice is 60 days past due,” a clearer way to explain would be: “Your last payment was on August 15th, and our standard payment terms are 30 days. Currently, there’s a balance of Rs. 2,50,000 for unpaid invoices. Can we please go over your options and settle this?
How can your support agents communicate clearly?
- They use simple words and avoid jargon.
- Break down complex information into easy steps.
- Encourage customers to ask questions and confirm their understanding.
3. Patience – Handle Customers Calmly
Be aware that customers often reach out when they are stressed or upset. Following a patient approach is a key customer service skill. It allows your customers to express their concerns fully.
For example,
- Say a customer is venting about a software issue affecting their team. Now, instead of jumping straight to troubleshooting, a patient response would be: “I am really sorry this is causing problems for your team. I want to fully understand the issue before we find a solution. Please walk me through what’s happening, and I’ll listen carefully so we can fix it together.”
How can your agents practice patience?
- Let the customer speak without interruptions.
- Take a deep breath before responding (especially in stressful situations).
- Keep them updated if a solution takes time.
4. Attentiveness to Detail – Notice the Small Things
Giving full attention to customers is an important customer service skill that makes them feel important. Your agents can do so by:
- Listening carefully
- Asking the right questions
- Picking up on small details that could impact their needs.
For example,
- Say a customer is comparing service plans and casually mentions their team is expanding. Now, your agents can use this detail to offer better advice: “Since your team is growing, scalability is important. Our enterprise plan includes unlimited users and advanced security. This could be a great fit for your future needs. Would you like to explore this option in more detail?”
How can your agents improve attentiveness?
- Stay focused and avoid distractions.
- Take notes on important customer details.
- Read between the lines to understand unspoken needs.
- Repeat key points to confirm you understood correctly.
5. Resourcefulness – Find Creative Solutions
A recent study shows that companies that prioritize customer experience have a 60% higher customer retention rate. And, a great customer service rep doesn’t just provide standard answers! Instead, they think outside the box to find the best solutions.
For example,
- Say one of your customers asks for a feature that isn’t available. Now, instead of saying, “We don’t have that,” a resourceful response could be: “While this feature isn’t built-in, I have a few ideas! You could use our API to create a custom solution, or I can check if our product team is working on something similar. Would you like to discuss alternatives in more detail?”
How can your agents be more resourceful?
- Learn as much as possible about your product and industry.
- Build a network of colleagues to brainstorm solutions.
- Stay curious and open-minded about new approaches.
- Share customer feedback to help improve products and services.
6. Efficiency – Solve Problems Quickly
Almost all customers appreciate fast service. Here efficiency in the context of customer service skills means solving issues without wasting time (while still ensuring quality support).
For example,
- Say a customer of yours reports a common issue. Now, your agents don’t need to start from scratch. Instead, they can say:” I’ve helped other customers with this issue before. Try adjusting your notification settings using these steps. If that doesn’t work, let me know, and I’ll investigate further.”
How can your agents be more efficient?
- Prioritise tasks based on urgency.
- Keep a list of common solutions for quick reference.
- Use automation tools to handle repetitive tasks.
- Know when to escalate issues for faster resolution.
7. Positivity – Create a Friendly Experience
A positive attitude is an important customer service quality. It can make even tough situations easier to handle. Customers feel more comfortable when they know you are committed to helping them.
For example,
- Say your customer is frustrated about a delayed order, a positive response would be:
“I completely understand how important this shipment is for your team. I’ll personally check with our warehouse to speed up your order. I should have an update by the end of the day, and I’ll keep you informed every step of the way.”
How can your agents stay positive?
- Turn challenges into opportunities. This will let you do creative problem-solving.
- Celebrate small wins and progress with customers.
- Appreciate customers’ patience and loyalty.
- Avoid burnout and stay motivated.
Transform Your Experience with Atidiv
Great customer service is not just about solving problems. It is about building trust and lasting relationships. Some important customer service skills your agents can develop are:
- Empathy
- Clear communication
- Patience
- Attentiveness
- Resourcefulness
- Efficiency
- Positivity
Always remember that when customers feel heard and supported, they are more likely to stay loyal and even recommend your brand to others. This is why businesses that invest in excellent customer service gain a strong advantage.
A well-trained support team usually turns challenges into opportunities by creating positive customer interactions. So, do you want to offer your customers creative solutions? Boost your brand’s reputation with Atidiv. Our expert team is committed to providing outstanding customer experiences. Connect today!
FAQs
1. Why is empathy important in customer service?
Empathy as a customer service skill allows service agents to connect with the emotions of the customers. This connection helps agents handle difficult situations with care. An empathetic agent acknowledges the frustration and reassures the customer. This leads to a more positive experience.
2. How to improve communication skills in customer service?
To improve communication, your agents should:
- Use simple language
- Avoid jargon
- Always confirm that the customer understands the solution
Also, active listening is an important customer service skill. By listening patiently, your agents let customers explain their concerns fully.
3. How should your support agents handle an angry or frustrated customer?
The best approach is to stay calm and show empathy. Your agents should let the customers express their frustration without interruption. Next, they must acknowledge their feelings with a reassuring statement like, “I understand how frustrating this must be for you.” Lastly, they offer a clear solution and keep them updated throughout the process.
4. How can my customer service agents improve efficiency without compromising quality?
Agents can improve efficiency by using pre-prepared responses for common issues. To do so, they can use automation tools like chatbots for routine inquiries.
However, remember that speed should not come at the cost of quality. Your agents should fully understand the customer’s issue before providing a resolution. Also, they must know when to escalate problems to higher support levels. This further helps in providing faster resolutions.
5. Should an agent follow a script in customer service?
A great customer service agent doesn’t just follow a script. Instead, they actively look for creative solutions. To do so, they must:
- Understand the product well
- Think outside the box
Also, they should offer alternative solutions instead of just saying “no”. This approach builds customer trust.
