People to People The Crucial Customer Service Skills in the Workforce

People to People The Crucial Customer Service Skills in the Workforce In the modern workforce, customer experience is king. Its what sets a business apart from the competition.A report by Walker Information shows that customer experience is even overtaking price and product as the key brand differentiator.And according to Gartner, at least 89% of companies expect to compete mostly based on customer experience.What About Your Customer Service Experiences?If youre like me, your personal experiences support this data.Weve all experienced terrible customer service. Think of your last truly awful one...Did you cut ties with the brand immediately? Or did you just avoid doing business with the company as much as possible in the future? After the experience, did you continue recommending that company to others?Now, think of your last above-and-beyond experience with customer service.Do you recommend that company to others? Do you go out of your way to do business with that company whenever possible?I live near two grocery store chains. One is much more afforda ble than the other.But if you need to find a helping hand, good luck! Its like playing a game of hide-and-seek against an especially clever opponent. And dont even think about having a friendly conversation.At the other, more expensive store, the employees are one of the nicest people Ive ever metand always available to help, too. Theyll even walk you to your car with an umbrella if it rains.Where do you think I do my shopping?Thats right, at the more expensive store that makes grocery shopping more pleasant.And it turns out Im not alone: 66% of U.S. consumers are willing to spend more money for a better customer service experience.Why Customer Service Is More Important Than EverYoud think that in an era of digital technologies, AI, and bots, people skills such as customer service would become obsolete on the job market.Not so fast. Its actually the opposite.The importance of customer service to businesses is rapidly increasing. Heres why.1. Word-of-Mouth MarketingIn the age of onli ne reviews and social media, word of mouth can spread much faster and much farther.A dissatisfied customer in 2019 can make a lot more noise than a dissatisfied customer in 1989. But the good news is: so can a happy customer.If a business can provide excellent customer service, it leads to social media praise and glowing online reviews, which lead to more customers.Plus, customers will trust a recommendation from someone they know (even if its just through social media) over promotional content from a business.Good customer service is one of the cheapest and most effective marketing strategies available. Employers know that very well, tooIf you can prove your customer service skills in your job search, youll be able to land better jobs!2. Customer LoyaltyCustomer loyalty is another significant factor. Today, many people conduct most of their shopping and their interactions with businesses online.An upset customer doesnt have to drive miles away to a competitor. All they have to do i s push a few buttons on the computer and theyre gone, possibly for good.So, keeping customers happy has become more important than ever before.What makes customers happy?A personalized experience, proactive resolutions to their needs, and timely responses to their problems. In two words: customer service.My company, Transizion, is much smaller than our competitors, but we focus on customer stories and pain points to personalize the support they get. This is how were able to compete with much bigger companies.Happy, loyal customers save businesses time and money. On average, its five times more expensive to attract new customers than it is to keep existing customers.3. Brand-BuildingThanks to the factors mentioned above, customer service and customer experience define brands.Businesses who deliver customer-focused experiences build brands that delight, attract, and retain customers.80% of companies believe they provide great experiences, but only 8% of customers agree. That creates a n excellent opportunity for newcomers to disrupt competitors, all on the strength of their customer service.How to Strengthen Your Customer Service Skills for the Modern WorkforceThe importance of customer service in the modern workforce is apparent.Strengthening your customer service savvy will make you a more competitive job applicant and a more valuable employee.1. Consider the customer, regardless of your job titleIf youre reading this article thinking, Well, that doesnt really apply to my job, think again.Every aspect of a business contributes to the overall customer experience.Are you a web designer, for instance? You want to make the website as easy for customers to navigate as possible. If a customer gets confused or frustrated on your site, theyll simply go find another.Are you a copywriter? What can you do to make the content on your site more appealing to your intended audience? The more you seem to know your audience and speak directly to them, the more customers will gr avitate to your brand over others.Regardless of your job description, consider the customer.Think about what you can do in your role to make the customer experience as painless and pleasant as possible. This customer-centric view will make you a valuable asset to any company.2. Develop your listening skillsCustomer service is more about listening than talking.Listen to your customers questions, concerns, and problems. Reflect their statement back to them to avoid any misunderstanding: So youre sayingIf you dont have any customers to practice with right now, work on honing your listening skills in normal conversation.Make eye contact, ask questions, and avoid interrupting. Focus on whats being said instead of planning your response.The more you listen, the better youll understand your customers needs, wants, and pain points. This information can help you shape your business to deliver the best possible customer experience.3. Offer empathy, no matter whatSometimes, youre bound to enco unter customers who are angry and/or unpleasant. The key is to always remain patient and professional.If this is difficult for you, find strategies that help you maintain your composure. Take deep breaths, relax your shoulders and unclench your jaw, count to ten, etc.The level of service you provide should not be dependent on the customers likeability.Then, offer empathy. Try to put yourself in the customers position and understand what he or she is feeling.Upset customers mostly just want to be heard. Use statements like:I can see how that would be frustrating.I understand. You wanted/you were hoping __________.Thank you for letting me know so we can fix this.4. Always be helpfulWhen possible, offer multiple solutions to a problem.Customers appreciate options because they provide them with a degree of control.Offering multiple solutions also demonstrates that youre committed to helping the customer in a way that works for them.If you dont have the answer, be honest. In addition, fi nd someone who does have the answer.In all your interactions, make it clear that you want to be helpful and that your customers happiness is a priority.5. Get informedIf you want to offer great customer service, you need to be informed about your business. This includes rules, processes, products, and services.Take the time to learn this information. If its a lot to remember, keep a cheat sheet at your desk.And when a customer asks a question youre unsure how to answer, write it down. Next time a customer asks the same question, youll be more prepared.6. Talk to peopleIts true that listening is more important than talking, but becoming completely tongue-tied in a customer interaction isnt ideal.If you have a fear of talking to others, talk to people more. You may not like this solution, but its the only way to push past your discomfort.Heres a confession: When I first started Transizion, I was terrified about talking to potential customers. I feared the idea of getting rejected. Ove r time, that fear has disappeared completelyI think of every no as one step closer to a yes.Force yourself outside of your comfort zone:Talk to people you wouldnt normally talk to.Instead of sending an email in the office, get up and ask the person. When you see someone in the break room, ask how their day is going instead of avoiding interaction.Take up volunteer work that will require you to interact with others.Sign up for online courses designed to improve your interpersonal skills.Practice small talk. Try the FORD techniqueask questions related to Family, Occupation, Recreation, and Dreams.Focus on the other person. Listen to others instead of worrying about what youre saying and if it sounds stupid. Remember that no one else is analyzing your every word and behavior like you are.Think worst-case scenario. If you do say something embarrassing, whats the worst that could happen? Its nothing that will matter five weeks or even five days down the road.Becoming comfortable in socia l situations will dramatically improve your customer service skills. Youll be more confident, charismatic, and capable of delivering top-notch service.So, what do you think?Does customer service impact how you interact with businesses? What steps do you take to offer an excellent customer experience at your job?Id love to hear from you in the comments!