Customer facing skills to represent within the customer’s environment
Ability to use positive language
* Effective customer service means having the ability to make minor changes in your conversational patterns.
* This can truly go a long way in creating happy customers.
Knowledge of the product
* The best customer service professionals have a deep knowledge of how their companies’ products work.
* After all, without knowing your product from front to back, you won’t know how to help customers when
they run into problems
Ability to communicate clearly
* It’s important to be mindful of how some of your communication habits translate to customers
All customers who reach out to support are often confused and frustrated.
Patience
* Being listened to and handled with patience goes a long way in helping customers feel like you’re going to alleviate their current frustrations.
* Take the time to listen and fully understand each customer’s problems and needs.
* Deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated,
but also be sure to take the time to truly figure out what they truly need.
Time management skills
* The trick here is applying your time management skills when realizing when you simply cannot help a customer. If you don’t know the solution to a problem, the best kind of support professional will get a customer over to someone who does.
Author William J. McEwen, Ph.D., notes in this analysis that despite this evidence,
many companies tend to solely focus on the speed of their service because, "Speed is easy to measure, and it seems easy to manage."