Customer service agents need a very special set of customer service skills to professionally deal with customers. They have to be able to get to the bottom of things and find a solution quickly if they don’t want to risk delivering a poor customer service experience.
Some of these skills will come naturally to agents. Others will have to be taught from scratch or simply reinforced. Customer service involves much more than having a conversation on the phone. Responding to tickets over email, live chat, and social media are now equally important channels for customers. While there is much overlap in the customer service skills required to do a great job, there is a unique set of soft skills that are specific to these untraditional communication channels. These can be seen listed below.
1. Dedication to customers
Agents need to fight for the customers. Total dedication to customers helps customer service agents to adapt a mindset where they will do everything in their power to help, even if it’s not always profitable in the short run.
Agents should feel responsible for what they do when helping customers
Transparency is a sign of not only good customer service but also a sign of a good business. And there can be no transparency without honesty. Customers that know how a business works will have an easier time trusting that business with their money.
4. Problem solving skills
An agent should have the ability to quickly find a solution to any problem. Since customer service agents often deal with limited information, they need to work closely with the customers to fill in the gaps and find a way out.
No matter how prepared an agent is, how many different customer service situations they faced in the past, there will always be these ‘gotcha’ moments where agents simply need to improvise.
6. Time management skills
Time constraints are a big part of good customer service. The faster a customer sees your reply, the better they will feel abou the whole experience. This is why agents should be masters of organizing and managing their work time.
7. Knowledge skills
Customers will always see agents as the go-to source of knowledge on a product. If you don’t want to disappoint them you should always be up to date with your product/service.
If you’re running a knowledge base in your company, make sure that you know it inside and out.
8. Clear communication skills
Talking is the biggest part of a customer service agent’s job. Having the right mix of communication skills helps you make sure that customers understand what they need to do to fix a problem.