10 Essential Skills For Customer Service Personnel


World class customer service expectation goes beyond your ability to do brilliant basics, that is, what the customer requires, but it must surpass these expectations. In this age of overwhelming complexity in terms of knowledgeable customers who know what they want and what to expect, companies can no longer afford to have customer service people who are not self - motivated and who do not know what they are doing. I say this because a person cannot give what they do not have. The service you give your customers is a reflection of who you are.

I have identified ten qualities of exceptional customer service people who will win with customers.

1. If you are going to be an exceptional customer service agent you must have a personable, amiable friendly and generally pleasant character. 

2. People that exude confidence will also impart that confidence. A customer will go away with an assurance that something will be done about their problem. 

3. The ability to think outside the box is a rare quality. When confronted with a difficult situation people who think outside the box do not limit themselves and their options because they realise that they are empowered to do the right thing for the customer. You may be required to make a decision on the spot with no one around to either advise you or grant you permission. 

4. Honesty really is the best policy. Some people in an attempt to appease an angry customer will promise that customer things that will never happen, just to get the customer off their back. I encourage you to cultivate honesty and truthfulness in all your dealings and not just at work. I guarantee that you'll be a happy person and you will have happier customers. 

5. You must be a good communicator who listens actively and seeks to understand first before taking action. Active listen precedes good decision making. 

6. Exceptional service providers build positive relationships for long - term profitability by being responsive to customer needs. 

7. They handle customer complaints to their satisfaction and asks the customer if they were satisfied with the help they received. 

8. Customer service people must take responsibility and execute ordinary mundane tasks in an extraordinary fashion. applying their creativity to the task at hand. 

9. These individuals understand that what works for one customer may not work for the other, so they abandon a "one size fits all" approach and address specific needs. 

10. Brilliant customer service people understand the golden rule and apply it. They treat other people the way they want to be treated. They will go beyond their call of duty because in a reversal of roles they would expect that same excellence to be applied to them.

I appreciate that there are more qualities of customer service people, but that will be for another article on another day. I pray that you find this information useful and helpful as you thrive to arrive at your customer satisfaction goals.

Fitzgerald Mujuru is an author motivational speaker, marketing consultant and musician. He is the author of soon to be published book, "Power Thought For Today" motivational series. He is the pioneer of Jeduthun Music which has been recording and doing live shows in the last ten years. You can visit him on http://powerthought4today.wordpress.com

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