customer service skills

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Customer Service Skills

Develop Key Customer Service Skills

The last information from the UK government shows that 7 out of 10 jobs are in the service sector. Where we used to build Rolls Royces we now provide service. But what skills and attitudes are required to deliver the Rolls Royce of customer service?

Customer Focus Firstly customer service representatives and call centre agents need to know why customer service is important and to display their understanding of the customer and the customers world.

Problem Solving Skills The ability to think through a customer's situation and solve the problem there and then, minimising the need for the customer to keep calling, and keeping the dissatisfaction to a minimum.

Call Handling Skills Customer Service Representatives need to translate their company's way of doing business to a customer. Customers form opinions based on what is said and the way it is said. Call handling skills have to be developed if targets are to be met, and to ensure customers are happy with the level of service. The benefits of good call handling skills are felt throughout the business, minimising mistakes improves cash flow. Happy customers buy more, it doesn't have to be anymore complicated than that.

Resource Centre

define good customer service

why is customer service important

why customer service is important - the true cost of not boiling an egg

Articles on customer retention

Dealing with angry customers

And........bad customer service Part 1

And... there's more bad customer service, see Part 2

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