The most important customer service skills
Zendesk users are always thinking about how they can improve their support operations. One of the most effective ways to do this is to optimize the way our agents interact with customers, to create the best possible experience. And who knows how to do that better than you?
This post on the Zendesk Blog outlines 5 of the most important customer service techniques:
1. Mirroring your customer's language
2. Repeating back to them what you hear and summarizing what they've told you
3. Using templates, but not boilerplates (i.e. personalize your responses)
4. Know your product inside and out
5. Learn the customer service skills specific to each support channel
What do you find are the most important techniques for providing great customer support? Anything you would add to this list?
Please ask questions or share your thoughts below, so we can all work toward improving our customer service communications.
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I'd like to humbly submit a couple pieces I've written, to add to this excellent toolkit...
First, on how you can learn not to take customer anger personally:
4 components of customer anger, and how to react accordingly
And second, tips on taking care of yourself and your team, and a step-by-step process for handling tough customer questions:
Take care of yourself, your team, and your customer—in that order
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Thanks, Dave!
What other thoughts or ideas do folks have about the most valuable skills for customer service? -
Great article! I'd just like to one thought.
Apologies, with sincerity go a really long way when it comes to connecting with a customer.
'We're sorry to hear this has happened to you Mr/Mrs Customer'.
'I'm sorry you've had to take the time to make this contact with us'.
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