Skills for Customer Service Success

Customer Service in waste management can be unpredictable, requiring consultants to adapt to changing situations while working to find solutions. It can be a high stress environment too, that requires the ability to be able to work under pressure. Yet none of the skills required to deal with these types of situations are easily showcased on a CV.

How then do companies do companies determine if the candidates being interviewed have the skills to be successful at customer service

In our experience, and this applies to any type of customer service role in waste management (whether C&D, TWM broker, or commercial waste and recycling for retail, food, beverage), there are a few key skills that set successful customer service consultants apart.

In this article we discuss what these skills are and why they are the secret to success in customer service:

1.?????? Set Priorities

Every day is different in waste and this is especially true in customer service. Unforeseen events require quick thinking and the ability to identify priorities in changing circumstances. It can be a high-pressure environment to work in, where candidates have to be able to help customers navigate the challenges they’re facing, work under pressure to find solutions quickly and manage the consequences of their prioritization.

2.?????? Problem Solving

Once candidates have assessed a situation and identified priorities, they need to go about solving it. Effective problem solving requires the ability to ask the right questions and identify the right people to talk to. It is not just about proposing solutions for the problem at hand, but also about thinking beyond the immediate situation and suggesting ways to avoid the same problem occurring again in future.

3.?????? Attention to Detail

Waste management computer systems can often be cumbersome and complicated, which reflects the varied nature of the customer base and materials being managed. Customer service consultants are frequently responsible for much of the data entry and minor mistakes are often the cause of setbacks and the consequential challenges they bring. Strong attention to detail helps to minimise this. Ensuring information is accurate at all times, particularly when under pressure, is important for success.

4.?????? Communication

Customer service queries can frequently be a consequence of something going wrong – customers can be agitated as a result. It takes skill to remain calm and be able to communicate clearly while working to get to the heart of the problem. Excellent communication skills are required in customer service roles, as they will not only be engaging with customers, but also suppliers (if a broker or when brokering out work) and other departments.

Top customer service staff are those who take ownership of situations and come to decision makers with clarity around situations and suggestions for possible solutions. ?They have excellent communication skills, and are able to manage difficult conversations. They’re empathetic and able to hear differing perspectives whilst managing expectations effectively. They can remain calm under pressure, ensuring details are consistently captured and documented accurately.

Identifying these skills in the hiring process helps business leaders identify top candidates. This is why we use skills-based assessment. Our assessment process enables us to identify those candidates who have the characteristics and skills to be successful in customer service. It enables companies to ditch the CV and focus on finding the skills that’ll lead to success.

To find out more about our unique skills-based assessment, email me on [email protected] or let’s chat by phone on Tel: 01252 353 080