11. Ability to sell
Customer service can often be the last line of defense before a customer defects to a competitor. By effectively resolving customer issues, customer service representatives can mitigate customer churn and help inspire customer loyalty .
Plus, with chat support, customer service representatives can easily finish answering pre-purchase questions and helping potential customers understand and choose the right product for them.
When that happens, those same reps can become your best salespeople, helping you upsell customers. That said, selling to customers who have just had to contact customer service can be risky, and it takes a savvy, emotionally intelligent rep to understand when and how to do it best.
For example, when a customer placed an order for frog legs on eBodyboarding.com, the founder immediately reached out to inform them about complementary products the brand offers.
Founder Jay Reale wrote: “Thanks for your order! Just a reminder: we have a full line of frog leg holders so you don’t lose them! Here they are: [LINK]
We also have frog leg socks that make frog legs MUCH more comfortable. Keep in mind that 2mm socks add a shoe size to your foot, so you need to make sure your frog legs fit properly with them on. These are here: [LINK]! It ends with a link to a YouTube video with more information.
eBodyboarding cross-selling
This level of customer service makes buyers feel cared for, not like they are being sold something.
12. Confidence
All of the skills we've listed here are less effective when you lack confidence in your own abilities, whether it's confidence in your improvised or creative solutions, interpersonal skills and emotional intelligence, or ability to manage and organize your time and workload.
When you lack confidence, you can stick too closely to canadian email addresses the script (to the detriment of clients) or spend too much time prioritizing less complicated cases.
This skill in action
Building confidence in your customer service skills is often easier said than done. But Irene Kwong, founder and CEO of simply gilded , has a fun way to remember her positive customer interactions that also boosts her confidence: a “win wall.”
“I’ve created a ‘victory wall,’ a place where I physically display positive feedback from clients. If you’re feeling overwhelmed or discouraged, it’s great to come back to a place where you can remember your ‘why,’ and also recount the times you’ve had success.”
simply gilded's wall of victories
Confidence also means proper self-care. “Take care of yourself,” says Irene. “A good night’s rest, a cup of coffee, morning meditation, a hearty breakfast—whatever it takes to get to a good place will help you get through all kinds of difficult situations.”
13. Resilience
The first solution you propose may not solve the customer's problem. The company may experience general problems, where customer service representatives have to deal with piles of identical complaints. Some customers will not be satisfied with any solution.
It is important not to become discouraged when solutions do not work and apologies fail to satisfy customers.
This skill in action
Resilience doesn’t have to mean toughness. In fact, it can mean just the opposite. Courtney Barrett, customer service representative for Tastebuds , follows the old adage: “kill them with kindness.”
She says, “Whenever I am faced with a rude or frustrated customer, I try to remain understanding and kind about the situation. Of course, there are always times when you are pushed to the limit, but if you stick to what you know and offer customers alternative options, you can resolve the situation quickly.”
Alexis Taub, founder of jewelry brand Alexis Jae , takes this a step further and connects personally with her customers through real conversation. “When customers are rude, I always answer the phone. It’s easy for people to forget there’s another person on the other end when they’re behind a computer.”
People often hide behind the safety of their keyboard or screen, but a phone call can give you the opportunity to be kind but firm and also remind buyers that you are human, too.
Develop the right customer service skills
Some customer service skills are innate, some can be cultivated, and others require proper training and support from the company and management as a whole.
Developing the right customer service skills will help you be more effective and efficient while keeping customers happy and loyal – a goal worth investing in.
Frequently Asked Questions About Customer Service Skills
Why is it important to practice customer service skills?
It’s important to practice customer service skills so you can be confident in your ability to make every interaction a positive one. Positive brand interactions build customer loyalty and ultimately drive sales.
What if I don't have a customer support team?
If you don't have a customer support team, you can handle inquiries yourself. You can use one of Shopify's many customer support apps to help you stay organized and efficient.
What are some specific ways I can improve my customer service?
Develop strong communication skills.
Practice empathy, active listening and emotional intelligence.
Lean on your team.
Manage time and prioritize queries effectively.
Strengthen your sales skills.
Build yourself a shell and be patient.
Work on your confidence and resilience.