When it comes to outshining your competition, the solution is simple: all you have to do is master the right customer service skills.
You already understand that without your customers, you wouldn’t have a business. And yes, it’s true that some customers can be difficult to please. But at the end of the day, their satisfaction with the customer service you provide can cause your business to thrive or fail.
Even a seemingly negative experience with a customer isn’t always a bad thing. In fact, the most challenging customer service situations can serve as your most valuable learning tools and insights to provide better customer service. And when your customer service is unbeatable, your customers take notice—which is why they’ll always choose you over your competition.
(Take a look at this post to see what we mean about difficult customers being an asset to your business)
5 Customer Service Skills You Need to Master
Here are five customer service skills you need to master. That is if you want to consistently attract loyal customers and stand out from your competition.
Patience
Think about it: when a customer reaches out to you, it’s usually because they have a problem or complaint.
Despite how frustrated a customer may be, part of what they’re looking for is to feel heard, acknowledged, and understood. Dealing with several customers each day can be exhausting, especially if most of them are frustrated and angry. But maintaining your patience throughout every customer experience—regardless of how escalated it becomes —is a customer service skill that will instantly set you apart from your competition.
You see, when a customer feels heard, they also feel appreciated. This not only helps resolve difficult situations. But at the same time, it also drives loyalty to your business.
(This next post covers why impeccable customer service skills are more important than ever)
Empathy
Taking an empathetic approach to customer service is crucial, although it’s probably something your competition isn’t doing. While having patience is one part of providing excellent customer service, being able to put yourself in your customer’s shoes and understand exactly how they feel (opposed to just listening) can take your customer’s experience one step further.
Having empathy for a customer is guaranteed to positively influence the outcome of any complaint, which ensures your customers are always leaving satisfied.
Learn How to Read Your Customers
It’s likely that your business deals with customers in person, but also over the phone, through social media or over email correspondence. Therefore, the importance of being able to read your customers’ emotions in various interactions cannot be understated.
Whether it’s digital or in-person customer interaction, it’s important for you to be able to understand your customer’s emotional state. The risk of losing a customer is much higher when you accidentally misinterpret the level of their anger or frustration. Being able to accurately assess a customer’s emotions will allow you to offer them the best-personalized solution possible.
Treat Every Customer As If You’re About to Lose Them
Not all customers that you deal with are going to be angry. Whether a customer gives you positive or negative feedback, treat them all the same. That is: as if you were about to lose them.
This simply means whenever possible, make the effort to go above and beyond for your customers. Even the most simple gestures (such as offering an umbrella on a rainy day) can be an unforgettable moment for your guests. As mentioned above, it’s not easy for a customer to forget when they’ve felt appreciated and acknowledged. And this is something your competition may be lacking!
Be Flexible
Life throws us all the occasional curveball. This is why being flexible with your customers can greatly set you apart from your competition.
(Did you know flexibility is one of the most important entrepreneurial traits? Read about the others in this article)
Of course, it’s understandable that each business must have a structure with rules and regulations in place. But not all companies are willing to make an effort to accommodate last-minute needs and requests. If your business masters this customer service skill, you’re guaranteed to be more memorable than your competition, and keep customers coming back for more.
Learn more about how X5 helps clients improve their customer service skills through our In-Company Training Programs or contact us to get your free consultation today!
Did you learn a lot about customer service skills in this post?
Here are three more posts to read next:
- Tips for Building Positive Customer Relationships…That Last!
- Customer Service: Do the Little Things Make a Difference?
- Regardless of Your Business or Industry You Can Create Remarkable Service
This post about customer service skills was first published in 2016. It was updated in 2021 just for you.
