Developing skills in customer satisfaction is essential in business. Customer satisfaction can result in business success or failure. Many employers desire those who give great customer satisfaction skills. A variety of ways to improve your personal skills are available.
Why do I need to understand how to improve customer satisfaction?
Every business can increase success by understanding basic customer satisfaction. Even if you are not working with people on the phone in a customer based job opportunity, holding great skills will carry over into other areas of your business. For those who actually work directly with customers, they will be one step ahead in offering the best of services. Carrying this skill set will also allow you to interact professionally with co-workers and employers.
What are great customer service skills?
There are a variety of great customer service skills available to improve your business portfolio. Increasing and adding these to your portfolio will bring more value to services offered.
- Being honest – it is essential to be honest in every aspect of your home-based business. This is especially true when dealing with customers through customer service. This does not mean to tell them everything that is going on with your company, at the risk of losing your job. Be honest to the customer if more research is needed to assist them. If a deadline is not reachable, be honest in letting him know that an extension may be needed.
- Actively listen – listen actively to what the customer is saying. To actively listen is desired over passively listening. Allow the customer to speak his mind in most cases. It is not necessary to take abuse, but allow him to speak his concerns. Respond in a professional manner in the situation.
- Take a personal interest – treating the individual like someone of worth is taking a “personal interest.” It is not getting into details of your personal life, but allowing the customer to feel like he is important. With the increase of automated services, customers desire to talk to someone who is real and authentic.
- Be able to keep your word – Keep your word to the customer. Do not promise things to them that are not possible. This is very important in maintaining customer loyalty. You must earn their trust.
- Possess knowledge – possess the knowledge needed to do your job. On the job training may be required depending on the type of customer service position held. Go above and beyond in learning the needed information to provide only the best customer service for your client.
- Be thankful – when conversing with customers, be thankful. This can be noted when you are talking with a calm voice while smiling over the phone. A real smile can be detected within the tone of your voice. Be sure to thank the customer and make him feel appreciated.
What if I am involved in managing customer service?
Managing customer service is a fulfilling job opportunity. In addition to possessing great customer service skills, there are several things to consider within the management process:
- Pleased customers bring more business – it is important to understand what is needed to increase customer satisfaction within the business. Unfortunately, there are businesses on a daily basis who are failing in the area of customer service.
- Involve Employees – including employees within the process is a benefit to the manager. Allow them to provide feedback in how to improve customer service for the company.
- Recording customer calls – recording customer calls is one way in which businesses ensure that calls are handled properly. The employee will perform with higher standards in most situations knowing they are being recorded. Calls can also be audited for new and existing employees, to gain new understanding in how to handle calls more appropriately.
- Provide ongoing training – providing additional and ongoing customer service skills training will give employees opportunities to learn and improve in a variety of ways.
- Assessing customer needs – Interval assessments are needed to continue making progress in meeting customer needs. This can be by way of surveys, asking simple questions, as well as other means.
- Adding extra value – adding extra value to customer service is a great way to increase overall satisfaction. This can be as simple as a call back to the customer, a postcard by mail during the holidays, or mailing a thank you card for a new business contract.
