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The Customer Service Skills that Matter

Did you know that there’s more to Customer Service than just “being a people person”


Skills like:


Patience

“Competent service rather than being rushed out the door”


Attentiveness

“What are your customers telling you without saying it”


Time Management

“Be concerned with getting customers what they want in an efficient manner”


Tenacity

“Driving motivation to never ‘cheat’ your customers with lazy service”


In speaking with our members, we have also established a list of seven simple skills for customer service -


7 Simple Skills for Customer Service

  • Be Present

  • Be Aware

  • Be Genuine

  • Be Flexible

  • Be Engaged

  • Be Knowledgeable

  • Be Compassionate


Reflective Listening - how do you listen to others?


This approach requires you understand what is being said by interpreting their words and their body language.


You can respond by reflecting the thoughts and feelings you heard.


If you've adequately understood, move on. If not, say, "Tell me more, so I can better understand." 


Never promise you'll fix the situation - because you might not be able to.


Your goal in this moment is to make your customer feel heard and valued.


Encourage calm -

  • Empathize, show compassion

  • Speak clearly and with intent

  • Acknowledge what is being expressed

  • Thank them for bringing the issue to your attention

  • Apologize when needed

Want to learn more? Connect with MCCA at mbcustomercontact.org.


MCCA - building an inspired workforce!






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