How to Build Customer Service Skills
Customer service is an essential aspect to nearly any business. Whether your customers are restaurant diners, software users, theme park guests or clothing shoppers, there's bound to be some customer at the end of the line that the company has to deal with. Providing great service to these individuals can create customer loyalty and help to expand the business and its profits. Building quality customer service skills is crucial to a successful business.
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Instructions
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Greet every customer. No matter where you work, showing attention to each and every customer can go a long way toward building the relationships that are essential to great customer service. If you speak with customers over the phone, practice your greeting. State your name and company for all phone calls so the caller will instantly know she is connected with the right party. Even if you have caller ID and know who it is, refrain from answering with a jubilant "Hello, Mrs. Smith." Keep a professional, polite and cheerful demeanor.
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Take note of the customer's name as well as any other characteristics you may be able to comment on. If you are servicing someone in person, you may be able to find something to compliment them on. If you are speaking over the phone, take notes as you go. Repeat the customer's name throughout the conversation. Make small talk at the beginning and end of the conversation if you are in a setting where time allows (not checking someone out in a long line of waiting customers). Show an interest in the person who you are speaking with rather than just his product, problem or question.
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Take note of your body language and make an effort to present a professional demeanor. Stand up straight and avoid slouching or leaning on things. If you have a habit of playing with or chewing on pens and pencils, be sure to set these down while you're talking. Smile frequently and maintain eye contact. Looking at the ground or glancing around the room will give the impression that you have something more important to deal with than the customer at hand. If you are speaking to the customer on the phone, try to smile and sit up straight as though you were talking in person. These actions will reflect themselves in your tone of voice.
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Show you are concerned with the customer's satisfaction. Many customer service interactions only take place because the customer has something to complain about. Listen with care and concern to the customer's complaint. Apologize regardless of where the fault lies and work to make the customer feel better about the situation. Many times, customers simply want someone to listen to them and commiserate with their poor experience.
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Observe others when you are out in public. Take note of service experiences that feel less than satisfactory to you. Examining your needs as a customer in other situations can help you to identify with your own customers and help you provide better service to them.
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Tips & Warnings
Remaining patient and friendly even in the face of angry confrontation is often an essential customer service skill. Always keep your cool and refuse to be drawn into a shouting match.
