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Essential skills for success at every level of customer service
CareerBuilder | August 4, 2020
Discover seven essential skills for customer service representatives, and make sure you have what it takes to succeed. essential-skills-for-success-at-every-level-of-customer-service
As essential employees in many industries, customer service representatives act as integral links between businesses and their clients. With the right tools, you can excel in this rapidly growing field.
Entry-level customer service representative skills
One of the best perks of customer service is that this field is relatively easy to enter, even if you don't have much prior experience. While you'll learn many essentials on the job, you'll need to start out with a solid grasp on some basic skills. Stand out as an entry-level customer service technician or customer assistant by mastering these entry-level skills and qualities.
Written and verbal communication
No matter which entry-level customer service position you start with, it should come as no surprise that you'll need strong written and verbal communication skills. As a call center representative, for instance, you must be able to speak clearly to help customers get answers to their questions, make purchases, or resolve issues. Along the same lines, you'll need great written communication skills if you work as a customer service representative for an online help desk.
When it comes to both written and verbal skills, remember that communication requires you to do more than just speak or write. You'll also need to develop your listening and reading comprehension abilities to master this skill completely.
If you're just starting out in the customer service field, you'll quickly learn that communication is just one part of the equation. You'll also need to work on your interpersonal skills, which includes developing a greater sense of empathy.
Customer service emphasizes the happiness and satisfaction of current and potential clients, but each person you encounter on the job likely has unique needs or a different idea of success. To understand what each individual customer needs, you must imagine what it's like to walk in their shoes.
To develop empathy, make an effort to spend time with people who have backgrounds that differ from yours. Also, consider taking an acting class to get a better sense of how to think like someone else.
As an entry-level employee, you'll have many opportunities to prove that you're a great fit for your job. One of the best ways to do this is by demonstrating a strong work ethic and clear dedication to your tasks.
Show that you're willing to go above and beyond by meeting more than just the minimum job requirements. Make an effort to improve each customer's day through excellent service, and you just might find that your work ethic pays off.
Mid-level customer service representative skills
As you gain experience in this field and master the basic skills, you might have an opportunity to advance to a mid-level position. From customer care representative positions to customer service specialist jobs, there's ample room for growth. To make the most of your potential for career growth in customer service, build on your entry-level skills and make sure you master these essential mid-level skills.
When you begin to move up in the customer service field, you'll need to take your work ethic to the next level. Do this by showing initiative at every turn and constantly striving to make customers' experiences better and more satisfying. As you take an increasingly proactive approach to each interaction, you'll be able to improve your skills and performance continually.
Showing initiative can benefit you in a couple of ways. Not only will a proactive approach make you stand out as a stellar mid-level customer service employee but it could also prompt much-needed changes throughout your company. Aim for continual improvement.
In the customer service field, providing quick resolutions is a key part of the job. It's important to remember, however, that the fast and easy solution isn't always the best one.
In many cases, demonstrating patience with a challenging customer will generate a much better result than a rapid resolution ever could. As you practice patience and allow for extra time in a customer service setting, remember to draw on your empathy, too. Showing that you understand your customers' needs is bound to result in satisfied clients who remember how valued you made them feel.
Senior-level customer service representative skills
After working in customer service for a few years and understanding what makes this field tick, you might have the chance to step up the career ladder to a management position. As a customer service supervisor or a customer service manager, you'll typically experience a significant increase in responsibility, along with great pay and a better sense of job satisfaction. Before making this exciting move toward management, make sure you've honed some key skills.
When you land a job as a customer service manager, you'll encounter your fair share of unhappy customers. In these situations, you should maintain positivity no matter which direction the conversation takes.
Even if you aren't delivering upbeat news or providing customers with the exact response they want, you can turn the interaction around with positive language. Try phasing out negative words and replacing them with positive verbiage that reinforces your message. Customers might not love your answer, but your positive language will help them reframe their reaction.
As a customer service professional, you'll often work from scripts that your company develops. This helps keep your responses consistent, the company's policies intact, and the brand on message.
When you take on a leadership role, however, you'll find that the script doesn't always get the job done. After all, customers are people, too, and they don't always react the way you think they will.
As a manager, you'll need to be as adaptable as possible as you encounter countless surprises. Remember that this next-level skill requires multitasking since you'll need to think on your feet while working to satisfy customers and simultaneously meeting your company's goals.
Do you have the necessary skills to get ahead in this field? Apply for entry-level customer service jobs or senior-level management positions in your preferred industry, and get ready to shine as a customer service professional.
Are you making what you should? Check your customer service rep salary