5 skills of Customer Service may help you deal with your daily situations more effectively (Part 1)

1. Listening

Listening is an important skill not only in Customer Service field, but also in Sales, Marketing, HR and really impacts on communication quality. My boss used to tell me when I started my job as a Customer Service Executive before, that is: "You should listen, not just hear". Because the final goal of communication is to understand, if you don't listen carefully, you might go far from the initial topic, lose somewhere and misunderstand the story. 

So, how to listen in the right way?

Of course when others are saying, you shouldn't interrupt them, which is a very basic politeness. Waiting for them finish talking, then if you feel unclear about something, you can ask them again to clarify. "Wait, what?" or "Please wait, I haven't got your idea. Could you please explain again?" or give some polite requests. You need to make sure all things you hear are clear, then you can analyse data in your mind and understand what they want you understand correctly. Please remember, "Listen is to understand, not to reply". Put yourself in speaker's story helps you not go to conclusion too soon and be able to sympathy with others. 

I think there may have less wars if all of us are trying to listen each other more than argue.

2. Communication

This is a large scope matter, but today, I want to mention several aspects, such as persuasion skill, negotiation skill, and question skill. 

Firstly, persuasion skill.

Please tell me, "What ideas come to you when you hear it first?"

Is it like when you persuade customer to buy your products or use your services? You think it is big and difficult? Okay, I used to think it's hard and only for those who had skillful in sales. However, recently, when I have talked with many people, I gradually realized that persuasion skill is very simple. Just be honest and build trustworthy relationships. When you have firm and believable base, it is persuasion itself. 

Secondly, negotiation skill.

Actually, I have to admit that I am not good at this skill, especially with salary negotiation. But I think the reason is because of not clearly understand my abilities. Therefore, all I want to share in this part is you should (must) understand as much as possible what you are going to negotiate, both yours and others. And please remember the crucial formula when negotiate, "Win-win", both sides get benefits. If only one side gets fruit, another doesn't, then the cooperation won't last long. It could ruin your relationship which you took a long time and a lot of efforts to build. I know it's hard since both sides want to gain the best profit as buying in cheap while selling out expensive, but in order to keep the more precious things than money, I think sacrifice a little is not matter. 

Thirdly, question skill.

Although we always meet questions in every single field every day, I wonder whether we know how to raise a question correctly. I mean "a right question" is a question to right person, in right place, right time with right aim. How to ask such a question?

Personally, I think you should determine who you are speaking with first to choose right words. Then, where and when you are in to modify your volume and speed. Last, you should know why you want to ask this question, to clarify problem, to ask a favor, to request or something else in order to avoid making confusion to listeners and gain deeper understanding.

(continue)

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There are three remain skills which I want to share with you next time.

I really appreciate your comments and sharing your own ideas as well as experience in order that we can learn and develop personal skills together.

Thank you!