21 Key Customer Service Skills

15 Phone Skills To Use When Communicating with …

WebJun 24, 2022 · Here are some essential phone skills you can apply when communicating with customers: Positive attitude. Clarity and strong diction. Interpersonal skills. …

1. Empathy. Understanding the customer and the problem is key for anyone in a customer facing role. (Plus, it helps when collaborating with your co-workers!)
2. Clear communication skills. Service reps must be able to explain the potential solutions to customers’ problems, and do so in a clear, concise manner.
3. Product knowledge. While it may seem like a given, product knowledge is a crucial element that can’t be ignored. Regular training and product updates to give your reps a true understanding of your product, as well as any product changes that will affect customers, is key to the success for your company.
4. Problem-solving skills. In essence, problem-solving is what customer service is all about. While there are many problem-solving models, those interacting with customers need to be quick on their feet.
5. Patience. Customer service reps will often find themselves on the front line against unhappy customers. Depending on the situation, people may have worked themselves up into quite a state before speaking with a customer service representative.

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