For as long as customers have existed, businesses are compelled to make them happy. Of course, the definition of “happy” hasn’t always been the same, nor have businesses always bothered to go above and beyond when providing a service. Today’s customers know what they want, have the resources to research it, and know they can take their business to one of your competitors in a click of a button if your organisation can’t provide what they want. As a result, good customer service and the skills around it have never been more important.
It’s not surprising that high-quality customer service has a positive impact on an organisation’s success. Unfortunately, many businesses don’t quite understand what skills go into good customer service. Some businesses tend to look at customer service as a single, nebulous objective—one that is somehow self-contained and complete in itself. The reality of the situation is that effective customer service is made up of a number of useful skills.
As such, in order for a business to successfully provide their customers with the kind of exceptional service everyone has come to expect, they need to identify and focus on developing the skills that go along with it.
Of course, any number of skills can play a part in developing positive company-client relationships, but we’ve identified the 10 key traits that are most vital for those wishing to successfully connect with customers:
With so many options available to consumers, customer acquisition and retention is more challenging than ever before. In the past, many customers didn’t have much of a selection and were forced to do business with organisations they might otherwise have avoided. That’s no longer the case.
The fact remains that a customer has to want, at least on some level, to do business in order for an organisation to earn a profit. That means businesses have a window of opportunity to improve customer relations and switch to a customer-centric approach before they lose frustrated former customers to competitors.
Remember that customer service skills are not just important for employees, but these are soft skills that go a long way outside of the workplace, too.
Keep in mind that customers are as unhappy with the situation as you are, and would rather do almost anything than have to contact a service agent. In fact, thirty-four percent of millennials say they’d rather get their teeth cleaned at the dentist than call a customer service line.
Make things easy on them by allowing them to blow off some steam without you responding negatively in return. Show them that you can make things right. If you can do that, they’ll be more likely to forget about the trouble they’ve been having with your product and instead focus on the polite and patient way you solved it.
The best way to see how Salesforce is revolutionising customer service is with a guided tour of Service Cloud. With the guided tour, we can show you how Service Cloud shines in several common use cases and scenarios.
Questions? Our reps have answers. 1800 667 638 (AU), 0800 450 064 (NZ)