Top 10 Skills for Outstanding Customer Service – UK


According to a study by McKinsey, “70% of the buying experiences are based on how the customer feels they are being treated.”[i] People buy from companies that really cares for their purchase. A vital factor in expanding customer base and customer retention, organisations are fast recognising this fact. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator.[ii] In order to provide exceptional customer service every time, here are the top 10 must-have skills:

 

1  

Customer Service Essentials

 

 

Develop great service approaches and know about classic customer behaviour

2  

Communication

 

 

Use verbal and non-verbal communication to influence and persuade

 

3  

Active Listening

 

 

 

Know the difference between listening and hearing. Listen with focus and ask questions to understand

 

4  

Body Language

 

 

 

Learn how to adopt a positive body language

 

5  

 

Self-Confidence

 

 

 

Exhibit confidence with your body language and the way you talk

6  

Emotional Intelligence (EQ)

 

 

 

Understand and control emotions – of yourself and others – to manage situations and conversations

 

7  

Conflict Resolution

 

 

 

Find common ground and individual needs. Reach the best solution through shortlisting and comparing

 

8  

Dealing with Difficult People

 

 

Cope with difficult people by choosing your response and using coping techniques

 

9  

Time Management

 

 

Manage your time to remain productive and happy

 

10  

Over the Phone

 

Improve your telephone skills to offer excellent customer service over the phone

 

 

Sources

 

[i] https://yourstory.com/2015/01/loyal-customers/

[ii] https://www.superoffice.com/blog/customer-experience-statistics/

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