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November 26, 2017

Customer Service Matters

How skillful are your employees when it comes to delivering customer service? Here are some skills that all employees need to develop if you want to consistently deliver quality care.shutterstock_147498467

  • Empathy is the ability to step into the customer’s experience and accept what they are feeling without judgement. This helps you understand the customer’s point of view, so you can better help them.
  • The highest compliment you can pay someone is to listen to them without distractions. This can be challenging since we often spring ahead to what we think the solution might be rather than staying focused on the speaker. See my blog post Key Listening Skills for more information.
  • Product knowledge. Customers expect you to know everything about the products and services offered by your organization. Stay up to date on innovations, marketing and sales materials, and overall product knowledge.
  • Customers want decisions and resolutions NOW! Understand how much authority you have and be willing to make decisions independently to the extent of that authority. If you need to refer the customer to someone else, make the transaction as smooth and easy as possible.

The more you improve the customer service skills of your staff, the more your customers know you care about them. Check out my program Creating a Positive Customer Service Experience.


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