What Customer Service Skills Do You Need To Master?

What Customer Service Skills Do You Need To Master?

When most service and business publications talk about customer service skills, things like "being a people person" tend to take the spotlight.

It's not that this trait is wrong, but it's so vague and generic that it is hardly a help to those looking to get involved in support positions within a company, and certainly it doesn't help out companies who are looking for the right people with the proper set of skills when hiring the all-important people who will be taking care of their customers.

Here are some that I believe you can master and truly 'wow' a customer. 

Patience. Clients and vendors can change a scope at the last minute for a variety of reasons. To be flexible and patient is key in those moments in order to keep the tension at bay. Remember, it is all about the client and you want that client as a partner and have them view you as a trusted partner/advisor.

Attentiveness & Active Listening. Nothing can frustrate a client more than a cell phone taking up their precious time. When you are with your clients, 100% full attention must be given. Looking them in the eyes and become an active listener will go a long way to gain the client's trust and become the trusted advisor.

Clear Communication Skills & know your client's business. Nothing can be more frustrating to a client when they feel they are educating you on their business. You need to come prepared and know the client's business as well as the 'lingo' that is spoken in their field. You must be able to communicate to the client in their world so you can understand the business issue(s) at hand that need resolution with the proper technology.

Use positive language in discussions. Never say 'NO' in a discussion. Come up with other ways to collaborate and perhaps come up with that idea that makes everyone happy. Using best practices will always help you. Instead of saying 'NO', you can say, 'we can do this, however' ...along with other ways to get your thoughts and ideas across to give the client and come as close as possible to a solution that is sound and safe for the client.

Ability to read customers. Know your audience before you come in. Do your own research so you can tailor your meeting to the people you are meeting. Be able to read the body language of everyone and who is on their cell phone vs. paying attention to you. Follow-up during the meeting to make sure there are no question's and usually make people pay more attention. Remember, the brain can retain what only the rear-end can endure, so do away with the 'death by powerpoint' presentations and take a break if needed to keep everyone interested.

Honest and integrity. No one can be everything to everyone, so be honest to your client. Again, do not just come out and say "NO' right away during a meeting, rather, 'let me go research that' will go over much better and keep their interest, vs. just saying 'NO'. The clients that we deal with today are very savvy and you should never try to pull the wool over the client's eyes. They will know immediately and you will have that circle of trust broken and you will have to work 10x harder to build it back. Your character should be the most important item that you keep in tact and make sure it can never be challenged.

A calming presence. Customers and meetings can be tense and and possibly get everyone in a state of excitement or bewilderment that comes across as aloof, confrontational or just plain scared to really talk about the problems and issues as the unknown is scary for all. Having a calm demeanor will always defuse a interesting/heated discussion and make it more productive for all. When in doubt, just be an active listener and understanding person.

Ability to handle change and surprises. The customer will always have items that come up and throw a wrench into the most perfect laid out plan. To be able to adjust, adapt and stay calm during these moments of helter skelter with the client, will show the client that they chose the proper partner for their team and more trust will build from within the team.

Tenacity while staying humble. Clients are busy, very busy. They are usually understaffed and overwhelmed with projects and issues. This is why they come to us. By showing empathy while being persistent will assure the client stays engaged with you and not blow you off immediately. They may still blow you off, however they will know you are coming back and doing it in a proper businesslike and caring manner.

Willingness to learn. Again, be the active listener and you will be surprised what you learn from the client and their team. Do not go in with any expectations and never speak over the client with what you think the answer is, when in reality, your answer would/could be totally off base.

Your willingness to do get better in these areas and many more will show the customer three very important things:

• That you care about getting it right
• That you're willing to keep going until you get it right
• That the customer is the one who determines what "right" is.