6 Tips For Improving Your Customer Service Skills | Indeed Career Tips

Summary

This video script emphasizes the impact of excellent customer service, highlighting how a few minutes of interaction can build brand loyalty and improve someone's day. It introduces a course designed to enhance customer service skills, focusing on active listening, empathy, problem-solving, effective communication, understanding company protocols, and product knowledge. The script encourages practitioners to seek feedback, view their work as a craft to be honed, and continuously practice these skills to transition from good to great customer service.

Takeaways

• 😀 Customer service interactions, even if brief, can significantly impact brand loyalty and customer satisfaction.
• 🎓 This course aims to enhance customer service skills with practical tips and tricks that can be applied immediately.
• 👂 Active listening involves intentional focus on both verbal and nonverbal communication to make the speaker feel heard and validated.
• 🌐 Empathy is crucial in customer service; understanding and not taking personally a customer's frustration can lead to better service.
• 🔍 Problem-solving skills are key; identifying the issue, generating solutions, and following through with the best option is essential.
• 💬 Effective communication is vital; it requires balancing emotional intelligence with technical knowledge of products or services.
• 📝 Protocol knowledge is necessary for directing customer inquiries to the appropriate departments or handling different situations.
• 📊 Flowcharts can guide decision-making in customer service by outlining processes based on conditional statements.
• 📚 Learning about the products or services is recommended to address customer needs quickly and accurately.
• 📈 Seeking direct feedback and using customer service evaluation forms or surveys can provide insights for improvement.
• 💪 Practice is key to mastering customer service skills, including active listening, empathy, clear communication, and problem-solving.

Q & A

What is the impact of great customer service?

Great customer service can build brand loyalty better than any commercial, turn someone's day around, and is extremely gratifying for those working in the field.

What are the core skills of customer service mentioned in the script?

The core skills of customer service mentioned are active listening, empathy, problem-solving, effective communication, and knowledge of the company's products or services.

How is active listening different from regular listening?

Active listening involves intentionality, focusing on both verbal and nonverbal communication, and responding in a way that makes the speaker feel heard and validated.

What is the role of empathy in customer service?

Empathy helps customer service representatives understand and care for customers, even when they are not at their best, by not taking their frustration personally.

Why is problem-solving an important skill in customer service?

Problem-solving is crucial as it allows customer service representatives to identify problems, generate solutions, implement the best one, and evaluate the results to ensure customer satisfaction.

How can effective communication skills be improved in customer service?

Effective communication can be improved by including small encouraging comments, waiting to respond until the customer has finished their thought, and acknowledging the emotions expressed by the customer.

What is a flowchart and how is it used in customer service?

A flowchart is a diagram representing different workflows with conditional statements and outlined processes. It guides customer service representatives in making decisions for various customer situations.

Why is it important for customer service representatives to know the company's products or services?

Knowing the company's products or services allows customer service representatives to address customer needs quickly and accurately.

How can a customer service representative get better at their job?

A customer service representative can get better by asking for direct feedback, reviewing customer service evaluation forms or surveys, and practicing their skills.

What should a customer service representative do when receiving negative feedback?

They should not take negative feedback personally, view it as an opportunity to improve their craft, and strive to enhance their skills.

What is the importance of understanding company policies for customer service representatives?

Understanding company policies is essential for solving customer problems effectively and ensuring that solutions align with the company's guidelines.

Outlines

00:00

😀 The Impact of Great Customer Service

This paragraph emphasizes the importance of great customer service through personal anecdotes. It mentions various scenarios where excellent service can leave a lasting impression, such as at a restaurant with friendly staff, a department store with knowledgeable staff, or resolving a problem after a long wait. These brief interactions can significantly impact brand loyalty and customer satisfaction. The paragraph introduces a course designed to enhance customer service skills, highlighting active listening, empathy, problem-solving, and effective communication as key components of excellent service. It also stresses the universal applicability of these skills across different customer service environments.

05:01

🎧 Active Listening in Customer Service

This section delves into the concept of active listening, distinguishing it from regular listening by its intentionality. Active listening involves preparing to listen, focusing on both verbal and nonverbal cues, and responding in a way that validates the speaker's feelings. The paragraph uses a customer service scenario to illustrate how active listening communicates understanding and a willingness to solve the customer's problem. It also suggests physical and mental cues that can help customer service representatives enter an active listening mindset, emphasizing its importance in making customers feel heard and validated.

🌟 Empathy: A Key Customer Service Skill

The paragraph discusses empathy as a crucial skill in customer service, acknowledging that customers may not always be at their best. It advises service representatives to remember that a customer's frustration is not personal and to try to understand their challenges. Empathy is portrayed as a skill that makes customers feel understood and cared for, which is essential for effective customer interactions. The paragraph suggests that even without direct experience, trying to relate to the customer's situation can foster empathy.

🛠 Problem Solving in Customer Service

This section focuses on the ability to problem-solve as a critical skill in customer service. It describes how to handle a crisis by identifying the problem, generating solutions, choosing the best one, and evaluating the results. The paragraph provides an example of a customer with missing luggage and how a customer service representative can address the issue effectively. It highlights the importance of being prepared and knowledgeable to respond to customer inquiries accurately and promptly.

🗣️ Effective Communication in Customer Service

The paragraph emphasizes the importance of effective communication in customer service, suggesting that without it, other skills like empathy and problem-solving are less valuable. It outlines strategies for improving communication, such as including encouraging comments, waiting to respond until the customer has finished speaking, and acknowledging the customer's emotions. The section also discusses the role of a customer service representative as the initial point of contact and the importance of knowing the correct protocols for various situations, often guided by flowcharts or process charts provided by companies.

📚 Knowledge of Products and Services

This section stresses the importance of having a baseline knowledge of the products or services offered by a company. It guarantees that customers will have questions about the value of different warranty packages, the differences between product types, or other details. Having this knowledge allows customer service representatives to address customer needs quickly and accurately. The paragraph also recommends learning about the products or services to enhance customer interactions and satisfaction.

📈 Improving Customer Service Skills

The final paragraph offers advice on how to improve customer service skills beyond gaining experience. It suggests asking for direct feedback from customers, colleagues, and managers to understand the quality of the service provided and areas for improvement. The paragraph encourages viewing feedback as a way to improve rather than taking it personally. It also recommends seeking out customer service evaluation forms or surveys for additional perspectives and practicing new skills to enhance customer interactions. The section concludes by emphasizing that customer service is a set of skills that can be learned and improved upon, moving from good to great service.

Keywords

💡Customer Service

Customer service refers to the assistance and support provided to customers before, during, and after their purchase. In the video, it is highlighted as a critical aspect of business operations that can build brand loyalty and turn someone's day around. The video's theme revolves around enhancing customer service skills to provide a positive experience for customers.

💡Active Listening

Active listening is the practice of fully concentrating, understanding, responding, and then remembering what is being said. The video emphasizes active listening as a key customer service skill, where the listener shows intent by focusing on both verbal and nonverbal cues and responding in a way that validates the speaker's feelings. An example from the script is when the agent acknowledges the customer's frustration and asks them to explain their issue.

💡Empathy

Empathy is the ability to understand and share the feelings of another. It is portrayed in the video as a vital skill for customer service representatives to connect with customers on an emotional level. The script illustrates this when advising service agents to remember that a customer's frustration is not personal but a reflection of their situation.

💡Problem Solving

Problem solving involves identifying issues and creating effective solutions. The video stresses the importance of being able to quickly identify a customer's problem and generate solutions. An example is provided where a customer service agent must address a missing luggage issue by initiating a trace to reunite the customer with their belongings.

💡Effective Communication

Effective communication is the clear and concise exchange of information. The video suggests that it is crucial for customer service representatives to communicate in a way that is both personable and professional. The script advises practicing by including encouraging comments, waiting for the customer to finish their thought, and acknowledging the customer's emotions.

💡Protocol

Protocol refers to the established or accepted way of doing things, especially in formal situations. In the context of the video, protocol is mentioned as the correct way to respond to various customer situations, such as returns or escalated issues. The script mentions that companies often provide flowcharts to guide customer service representatives in following protocol.

💡Flowchart

A flowchart is a type of diagram that represents a workflow or process through a series of steps. The video uses the analogy of 'Chutes and Ladders' to describe flowcharts, which are used to guide customer service representatives through different scenarios based on customer responses.

💡Product Knowledge

Product knowledge is the understanding of the features, benefits, and details of the products or services offered. The video emphasizes the importance of having a baseline knowledge of products or services to address customer needs quickly and accurately. An example is given where a customer might ask for advice on different warranty packages.

💡Feedback

Feedback is the response or reaction to a particular activity or event. The video suggests that seeking direct feedback from customers, colleagues, and managers can help improve customer service skills. It is presented as a tool for understanding customer experiences and identifying areas for improvement.

💡Practice

Practice refers to the act of repeatedly performing an activity or skill to improve at it. The video concludes by recommending continuous practice of customer service skills. It is portrayed as a way to move from providing good service to great service, with examples of practicing active listening and empathizing with customers.

Highlights

Customer service interactions can build brand loyalty and turn someone's day around.

Customer service skills are essential for various industries like call centers, retail, and restaurants.

Active listening involves intentionality and responding in a way that validates the speaker.

Empathy helps in dealing with customers who may be frustrated or upset.

Problem-solving in customer service requires identifying the issue and generating solutions.

Effective communication is crucial and involves balancing emotional and technical aspects.

Understanding company protocols is vital for directing customer inquiries to the right department.

Flowcharts help guide decision-making in customer service scenarios.

Having product knowledge allows for quick and accurate responses to customer inquiries.

Seeking feedback from customers, colleagues, and managers can improve customer service skills.

Customer service evaluation forms or surveys provide valuable feedback for improvement.

Practicing new skills is essential for enhancing customer service abilities.

Active listening communicates that the customer's problem is now the service agent's problem.

Empathy makes customers feel understood and cared for.

Effective communication requires a clear voice that is personable and professional.

Customer service skills can be practiced and learned to move from good to great service.

Transcripts

Close your eyes for a second.

Think back to the last time you experienced great customer

service.

Was it at a restaurant with a few friends?

Maybe the waitstaff was really friendly.

Was it at a department store, where

their knowledge helped you choose exactly what you needed?

Or maybe it was after waiting on hold for quite a long time.

And the associate went out of their way

to help you resolve a nagging problem.

Thanks for holding.

Each of these interactions might only last a few minutes.

But within that short time, they can have a huge impact.

They can build brand loyalty better than any commercial.

They can turn someone's day around.

And for people who have chosen to work in customer service,

they are extremely gratifying.

We've built this course to help you level up your customer

service skill set.

By the end of this video, I hope you'll

have a stronger understanding of what makes for great customer

service as well as a few new tips and tricks

that you can start using immediately.

At its core, customer service is composed of half a dozen skills

and practices that help you address customer needs

and foster a positive experience.

These skills will help you no matter

if you work in a call center, a department store, a restaurant,

or really anywhere else.

So let's get into them.

First, there's the practice of active listening.

The difference between plain old listening and active listening

is intentionality.

Listening becomes active when you prepare yourself to listen,

when you really focus on both the verbal and nonverbal

language that's being communicated

and when you respond in such a way that makes the speaker feel

heard and validated.

That's the recipe.

I've got to tell you, I've been transferred

to five different customer service agents.

And I'm getting really frustrated.

No one can give me a straight answer about what to do.

I can only imagine how difficult and frustrating that is.

I'm really sorry this is happening.

Please tell me why you're calling today.

OK, so the tile order arrived, and some of my tiles

here are broken.

So you sent me replacement tiles,

but the colors don't match.

I guess it's from a different dialogue, whatever that is.

But no one ever asked me for that information.

OK, thank you for explaining that.

So it sounds like you've got two different tile

colors for one job.

Do I have that right?

Yes.

In a customer service scenario, active listening

communicates the message, your problem is now my problem.

I hear you.

Let's fix it.

Some members of customer service teams

often have a cue to help them get into the active listening

zone.

A call service agent might put on their headset,

start new ticket, and say--

Thank you so much for holding.

How can I help?

A retail team member might turn towards the customer, center

their weight, bend both knees, and lean in just a bit.

Practice active listening by getting in and out

of the mindset.

Again, this is a habit that you form with intentionality.

Another customer service skill is empathy.

Let's be honest.

You're not always going to be dealing with people

at their best moment.

Like, when a customer unloads on you because something

is priced wrong or isn't scanning properly,

it's not about you.

That customer is just offloading.

You've got to remember that it's not personal,

or else you won't be able to really hear

what they have to say.

You'll just hear how they're saying it.

Maybe you haven't been in their exact situation yourself.

But if you try, I bet you can identify with their challenges.

And when you can relate to just a sliver of that experience,

you empathize.

Empathy makes customers feel understood and cared for.

Don't worry, I got you.

The third critical skill for customer service

is the ability to problem solve.

Look, you've got to be on your toes.

During moments of crises, you may

have a customer who overshares.

Their luggage didn't arrive, and the flight was late.

And the car overheated, and this is the third time in two years

that this has happened.

So what do you do?

To begin, identify the problem.

What a difficult day.

I am so sorry this is happening.

So the problem now is that your luggage is missing.

Do I have that right?

Next, generate some solutions, pick the one that works best,

and get started.

All right, we've got a few different options.

But the best approach is to get a trace going.

That will get you reunited with your luggage

as fast as possible.

Let me start the process.

And, finally, evaluate the results.

And if appropriate, ask for feedback.

I am so relieved.

Your luggage is on the next flight.

We'll have it delivered to your hotel by 8:00 PM tonight.

Of course, you can have lots of empathy

and problem-solving and active listening skills.

But if you can't communicate effectively,

they're not worth much, at least not

to a member of a customer service team.

Effective communication is harder than it sounds.

It requires having an emotional balance and technical knowledge

of the products or services that you provide.

It also requires a clear voice, written or oral,

that is simultaneously personable and professional.

Here are a few ways you can start

practicing your effective communication skills right now.

To begin, when you're in dialogue with someone,

start to include small encouraging, comments

into what you're saying.

Next, wait to respond.

Make sure you let the person complete their entire thought

before you start to speak.

And, finally, acknowledge the emotions

that the other person is expressing.

It might be frustration, excitement, or bewilderment.

Let them know that you see it, and you recognize it.

As a customer service representative,

you were often the initial point of contact

between a customer and the company,

which means you have to know the correct protocol for responding

to a ton of different situations.

Got a question about an open-box return?

That gets transferred to the returns department.

Got a customer whose account is locked because of nonpayment?

Well, that goes to the billing department.

Got a frustrated customer who is demanding

to speak to the manager?

Yep, you guessed it.

That gets escalated to your manager's queue.

To guide your decision-making, most companies

will give their customer service team members a flowchart.

A flowchart is a diagram that represents different workflows.

They might be called step-by-step diagrams or maybe

a process chart.

But regardless of the name, they typically

show a series of conditional statements

with different outlined processes,

depending on the answer.

To be honest, they look like Chutes and Ladders.

Or maybe that's just me.

[MUSIC PLAYING]

Last but not least, I would definitely

recommend that you take the time to learn about the products

or services.

I can guarantee you that at one point or another,

a customer is going to ask which warranty package you think

is a better value.

Whether or not they should buy the sanded or unsanded grout

or what the differences are between the synthetic fabric

and a cotton blend, having a baseline knowledge

about your products or services will

help you address your customers' needs quickly and accurately.

So how can you get better at customer service

aside from gaining more experience?

I would consider asking for direct feedback

from customers, colleagues, and managers.

This can help you understand whether or not

you're providing a great experience for your customers

and what you can do to improve.

Remember not to take any negative feedback personally.

You are not your work.

Your work is your craft.

And like any master craft, your goal

is to get better and better.

Also, try and track down any customer service

evaluation forms or surveys.

They may be about you, or they may be more broadly

about the store or the products and services.

Either way, this feedback will give you a unique perspective

compared to what you'll often hear

from management or colleagues.

And, finally, practice, practice,

practice your new skills.

So the next time you're engaging with a customer,

try really bringing your A game.

The tips included here can really help.

Practice active listening.

Also, put yourself in the customer's shoes.

It'll help you empathize.

And, ultimately, it'll help clearly communicate.

Finally, remember your job is to problem solve.

So make sure you understand company policies as written out

in flowcharts or manuals.

And know your product or services

so when a customer asks you a question,

you are ready to respond.

Remember, customer service is a set

of skills, skills that can be practiced and learned.

That's how you can move from providing good customer service

to great customer service.

If you enjoyed this video, make sure to download

the Indeed mobile app.

Well, you're in luck.

Your luggage has been located by me.

Perfect.

Cut!

[LAUGHS]

All right.

Welcome to Hats and Chats.

My name is Barb.

This is a hat, and this is a chat.