One third of customers say they’d rather clean a toilet than speak with customer service. This is the reality that many agents unfairly face every single day. That’s why having a thick skin is on our customer service skills list. Your reps are on the front lines of your business, and they need some solid armor. Insults, anger, and frustration need to bounce off them like Nerf balls. Make sure they know you support them and foster an environment where it’s okay to take a head-clearing moment between difficult calls.
Finding a customer service team member with all these skills is difficult, but there’s no need to feel overwhelmed. Training your staff doesn’t happen overnight, so take it a day at a time. Each skill builds on and complements the others; focus on skills that can be improved the most and move on to each additional skill from there. Chance are, you’ll see a marked improvement sooner than you think.
Of course, this list may not be perfect for every company or complete for every customer service team. A strong customer service department is founded by solid leadership and empowered employees. Start there, then build your team with an emphasis on the skills listed here, and your customer satisfaction scores will react accordingly and in your favor.