16 Customer Service Skills

excellent customer service

lifeblood of any organization

new

if is 6-7 times more costly to attract a _____ customer than it is to retain an existing customer

pain point

a specific problem or challenge that a person or group is experiencing

empathy

the ability to understand and share the feelings of others

1. Ditch your view point

2. Check your attitude

3. Listening

4. Don’t Interrupt

5. Ask the customer how to resolve a situation

5 way to build empathy

Go the Extra Mile

1. Know your customers

2. Be consistent

3. Fix mistakes

4. Offer Rewards

Always Follow Up

the biggest complaint customers have when dealing with any business is poor _____-_____

closing skills

• help them to end the call

• the customer decides when the call is over

understand; receive

listen with an intent to ______ not with an intent to _______

performance

For always be learning, one of the most effective ways to learn and improve your skills is to measure ________ over time

• Be Customer Focus

Handling Customer Objections

• Don’t mention other competitors

• Don’t tell customers that they are wrong even if they’re incorrect

• Don’t Argue