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Customer Service (Intermediate)

Customer Service Skills

Service Skills

Processes of Enhancing and Assessing Customer

Customer Service Skills

Index

Here are the 12 key customer service skills that every business should adopt:

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  • Bottom Line
  • How To Nurture Customer Service Skills

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Customer service encompasses a wide range of practices, and its application can vary significantly from one business to another. However, regardless of the industry, effective customer service typically revolves around the three C’s: Communication, consistency, and caring. These elements must function in harmony to foster trust and cultivate loyalty, ultimately driving growth. Together, they form the foundation of all customer service skills and should be consistently applied.

Customer Service Skills

Together, these processes help companies continually improve their offerings and maintain positive customer relationships.

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Processes of Enhancing and Assessing Customer

Assessing the Customer

Enhancing the Customer

It refers to the systematic approaches businesses use to improve the customer experience (enhancing) and measure or evaluate customer satisfaction and engagement (assessing). Let’s break it down:

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How to achieve it? Efficiency and effectiveness

Customer Service System
Effectiveness
Efficiency

Peter Drucker

“The pertinent question is not how to do things right, but how to find the right things to do, and to concentrate resources and efforts on doing them.”

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After analyzing its customer service system, a company can evaluate existing performance standards and determine if new ones are needed. Performance standards are benchmarks used to measure actual performance against the company’s customer service objectives. These standards define the minimum level of service quality and efficiency required. For example, if the goal is to provide fast, error-free claim processing, a performance standard would specify the time frame for processing claims. Meeting these standards requires efficient employees, supportive systems, and effective procedures. Companies should regularly assess these standards to ensure they are valid, realistic, and measurable across all departments.

Performance Standards

+ Info

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+ Info

Work-flow Analysis

This examines all the steps or tasks involved in a specific process. A process is a series of actions that, when completed, result in a finished product—such as a particular customer service. As mentioned earlier in systems analysis, a basic process consists of an input, a process step, and an output. However, most processes are more complex, involving multiple input stages, process steps, and output stages. For example, a client asks for a quote to hire insurance for a float of trucks. The insurance has an area for quotes which has a set of requirements that the client has to fulfill to continue with the process. Once the client submits all the information, it is validated by the underwriter and the quote department. Then the quote department sends the quote document. If the client complies and wants to get the insurance, the units, and drivers are fed into the company systems, and a contract and onboarding document are sent. Each part of the company offers customer service, in this case, quotes, but if a client wants to add a driver, a truck, change a unit, get a driver or unit off the policy, Endorsement has to deal with all the movements. In case there is an accident, 24/7 department and claims has to offer the service to help the driver and company with the occurrence.

Together, these service skills foster an environment where employees are continuously learning, feel supported, and are motivated to provide exceptional customer service.

Recognition

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Service Skills

Mentoring

Coaching

Feedback

Service skills refer to a set of competencies used to enhance the performance and development of employees, particularly in customer service environments. These skills help create a productive, motivated workforce and improve service delivery. Here's an overview of key service skills like Feedback, Coaching, Mentoring, and Recognition:

  • Cardon, P.W. (2022). Business Communication. Developing Leaders for a Networked World. Third Edition. McGraw Hill Education. ISBN 978-1-259-69451-6
  • Harris, E.K. (2013). Customer Service. A Practical Approach. Sixth Edition. Person. ISBN-13: 978-0-13-274239-9
  • Hennigan, L. & Aditham, K. (2024). 12 Essential Customer Service Skills In 2024. Forbes Advisor.
  • Huggins, K. (1991). Customer service in insurance: Principles and Practices. Atlanta, GA. Life Office Management Association.
  • Perplexity.Ai (2024). What are ethics applied to customer service? [Large language model].

Webliography

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Assessing the CustomerThis involves evaluating customer satisfaction and engagement to understand their needs and how well the company is meeting them. This includes:

  • Customer Satisfaction Surveys: Asking customers for feedback on their experience.
  • Net Promoter Score (NPS): Measuring how likely a customer is to recommend the company to others.
  • Customer Analytics: Analyzing customer data, like purchasing behavior and interaction patterns.
  • Feedback Mechanisms: Monitoring reviews, comments, and customer service interactions to assess how customers feel about the business.

2. Empathy Empathy goes hand in hand with active listening, as it ensures that the customer service representative truly hears the customer’s words without any biases or judgments. This approach emphasizes understanding, managing, and addressing the emotions of customers while also maintaining control over one’s feelings. The ability to see things from another person's perspective and connect with their emotions is essential for delivering outstanding customer service.

3. Problem-solving When customers reach out to us with a concern, they usually expect our customer service team to help them find a solution. It's crucial for businesses to have strong problem-solving strategies in place to meet customer needs quickly and effectively. Sometimes, a simple fix, such as a product refund, is possible, but other situations may call for offering multiple options and assisting the customer in selecting the most suitable choice for their needs.

For performance standards to be truly understandable, they must meet several key criteria: they should be documented, clearly defined, and well-communicated.

  • Documented: Writing down the standards ensures the requirements are precisely recorded and can be easily referenced if any questions arise.
  • Clearly defined: The standards must be written in a way that leaves no room for confusion. They should be specific, straightforward, and unambiguous.
  • Effectively communicated: The company must ensure that the standards are shared with employees. They should be easily accessible and thoroughly explained, and managers should confirm that all employees understand and agree with them.

1. Active Listening Customers appreciate being listened to, particularly when they’re feeling dissatisfied or have a concern. For businesses, embracing active listening is crucial as a key customer service skill. While it may seem straightforward, active listening demands significant focus and attention. When customer service representatives practice active listening, they must be attentive, patient, and open-minded, ensuring that customers feel their concerns are genuinely acknowledged.

6. Good Memory When a frustrated customer reaches out to customer service with a problem, asking them to repeat themselves can only escalate their anger. A strong memory is a vital skill in customer service that helps create a more seamless conversation, making customers feel more relaxed and valued. Remembering small details like names, products, and dates can significantly enhance the service experience for both the agent and the customer.

Crafting a customer service experience that makes your customers feel valued and understood is essential for building lasting relationships with them. Regardless of the size of their concerns, customers need to sense that someone genuinely cares about listening to them and assisting them in finding solutions. By dedicating time and effort to training your team in top-notch customer service techniques, you will enhance your business by fostering loyalty, creating a reputation for being helpful, and ultimately driving growth.

12. Humor Dissatisfied customers are no laughing matter and should always be taken seriously. However, when applied appropriately in specific contexts, humor can serve as an effective tool to ease the atmosphere and reduce stress. Once you understand what the customer wants and the source of their frustration, a cleverly timed humorous remark can be just what’s needed to help them relax and shift their perspective.

11. Transparency Customers are eager to have their problems addressed, but they also appreciate understanding the reasons behind those issues. Being transparent in customer service doesn't require revealing every detail of your operations. Instead, it involves being straightforward and sincere while assisting with solutions. Honesty is crucial for fostering and sustaining strong customer relationships, even if it means acknowledging errors.

5. Organization Sticky notes covered in messy handwriting that require interpretation are not the hallmark of effective customer service. The organization plays a crucial role, and every element must be well-coordinated. While everyday aspects like files and individual workspaces matter, it's equally important to consider broader organizational elements, such as team dynamics and available resources. Quick access to both information and support empowers customer service agents to assist customers with confidence.

Coaching

  • Definition: A more hands-on approach where managers or leaders guide employees to develop specific skills, improve performance, and overcome challenges.
  • Importance: Coaching focuses on helping employees acquire skills or refine techniques to improve customer service delivery or meet performance objectives.
  • Best Practices: Effective coaching involves asking questions, offering guidance, and providing opportunities for practice and self-reflection. It's a collaborative effort between the coach and the employee.

10. Communication The effectiveness of your customer service largely depends on how well your team understands the products and services. They should be equipped to answer inquiries, resolve technical issues, and provide helpful recommendations. Additionally, it's crucial for representatives to recognize when a customer's problem exceeds their expertise and needs to be escalated to a higher level in the customer service hierarchy.

8. Time Management Customers appreciate quick responses, and achieving this relies on customer service teams being aware of how they manage their time. In a call center environment, where agents handle numerous calls each day, effective time management can result in reduced wait times and faster replies. To enhance time management skills, it's essential to review all ongoing tasks and prioritize them effectively.

When ranking processes, a company considers several key factors: Legal requirements: In regulated industries like insurance, some processes are mandatory for compliance with laws and regulations, making them a priority. For example, a driver has to comply with a series of requirements to be accepted in an insurance policy.

  • Value of information: Processes that generate valuable data, such as customer purchasing histories, are considered important based on the insights they provide.
  • Time invested: The amount of staff time dedicated to a process each month can reflect its significance.
  • Process complexity: The level of skill and training required for a process indicates its importance.
  • Revenue and cost impact: The money generated or saved by a process, as well as the expenses it incurs, help determine its importance.
  • Alignment with company objectives: A process’s contribution to achieving the company's goals is a key factor in ranking its importance.
  • Customer perceptions and expectations: Customer feedback and satisfaction, as revealed through service research, play a critical role in assessing the importance of processes within a department.

As many customer service skills fall under the category of soft skills, which can be tougher to teach, it's important to put in a dedicated effort to develop these abilities in your team. Here are some effective strategies to consider:

  • Provide ongoing learning opportunities through workshops and webinars
  • Pair new hires with seasoned mentors for guidance
  • Offer both initial and continuous training on products and services
  • Encourage employees to pursue further education or certifications
  • Design a thorough onboarding process
  • Make sure employees have easy access to a help center and a list of frequently asked questions (FAQs)

In contrast, effectiveness, or "doing the right things," refers to the ability to set and accomplish suitable goals. An effective customer service system ensures that customers receive the service they anticipate, leading to their satisfaction. It's important to note that a customer service system can be very efficient yet still fall short of being effective.

Feedback

  • Definition: Constructive information provided to employees about their performance, aimed at reinforcing positive behaviors or correcting issues.
  • Importance: Feedback helps employees understand what they are doing well and where they need to improve. It ensures continuous growth and alignment with company goals.
  • Best Practices: Feedback should be specific, timely, and actionable. It can be formal (in reviews) or informal (through day-to-day interactions).

Enhancing the CustomerThis focuses on improving the customer’s overall experience with the company. It includes:

  • Customer Service Improvement: Providing better support to solve customer issues more quickly and efficiently.
  • Personalization: Tailoring products, services, and interactions to meet individual customer preferences.
  • Product/Service Quality: Ensuring that the goods or services provided are of high quality and meet customer expectations.
  • Ease of Interaction: Making it easier for customers to interact with the company (e.g., improving website navigation, simplifying processes).
  • Customer Engagement: Creating meaningful interactions through loyalty programs, content, or communication to make customers feel valued.

The customer service system includes all people, processes, and technologies that help a company assist its customers. This involves everything from phone receptionists to complex computer systems. The goal is to make these systems "invisible" to customers, meaning they work seamlessly without causing inconvenience. An effective system allows employees to meet customer needs easily without rigid rules or procedures getting in the way. However, many companies, especially in the insurance industry, struggle with outdated and inflexible systems that hinder customer service. Michael Treacy suggests that companies may need to overhaul or even replace old systems to create more adaptable, customer-friendly solutions.

9. Knowledge The effectiveness of your customer service largely depends on how well your team understands the products and services. They should be equipped to answer inquiries, resolve technical issues, and provide helpful recommendations. Additionally, it's crucial for representatives to recognize when a customer's problem exceeds their expertise and needs to be escalated to a higher level in the customer service hierarchy.

7. Adaptability Another important customer service skill is the ability to adapt and think on your feet. Circumstances can change quickly, depending on the nature of the issue, and customer service agents must be able to pivot without hesitation. Adaptability in customer service means approaching a situation without expectations and knowing when it is time to switch directions to offer the most effective help.

Mentoring

  • Definition: A longer-term, developmental relationship where a more experienced individual (mentor) provides guidance, advice, and support to help the mentee grow in their career.
  • Importance: Mentoring helps employees navigate their career paths, build confidence, and develop skills beyond immediate job requirements. It often focuses on broader professional growth rather than specific tasks.
  • Best Practices: Mentors should be good listeners, provide insight based on experience, and help mentees set and achieve career goals.

Recognition

  • Definition: Acknowledging and rewarding employees for their hard work, achievements, or positive contributions to the company.
  • Importance: Recognition boosts morale, encourages engagement, and reinforces positive behaviors. Employees who feel valued are more likely to stay motivated and perform at a high level.
  • Best Practices: Recognition should be frequent, personalized, and sincere. It can be in the form of verbal praise, awards, bonuses, or public acknowledgment.

Peter Drucker defines efficiency as the capability to reach goals while minimizing waste, which he describes as "doing things right." For instance, an efficient customer service system operates without errors and adheres to a set schedule.

4. Conflict Resolution Conflicts can be quite stressful, and that stress often results in short tempers, hasty decisions, and clouded judgment. It's important to ensure your customers don't experience this stress, which is why promptly managing and resolving conflicts is essential for excellent customer service. This is where empathy and active listening are vital; by truly grasping the issue at hand, customer service representatives can determine the best way to address the situation before it gets out of hand.