亚博和万博Groovehq.

15客户服务技能和如何改进每一个(一步一步)

没有人出生,具有良好的客户服务技能。但是,任何人都可以掌握他们。以下是提高您或团队的支持的逐步说明。

在日常斗争中,我们忘记了伟大的支持源不是来自神秘的磁性和魔法。

Instead, it arises from a certain set of core competencies.

Behind the scenes of every experience are attainable skills that separate average or frustrating from truly exceptional.

公平警告:本文是long。(Which is fitting for a topic so central to successful support.)

To make it easier to apply, we’ve put together one-pagers on every skill below that include short definitions and five steps to bring them to life.

但是什么技能?您如何将您的团队,业务或职业生涯接入下一级别?回答这些问题......

Here are 15 customer service skills along with step-by-step instructions on how to improve each one:

1. Develop empathy as your cornerstone

The capacity to experience other people’s thoughts and feelingsfromtheir point of view, rather than our own. To identify with or be sensitive toward.

同理心是支持的基础。这是因为它是所有关系的基础。

谢天谢地,同理心不是你所天生的东西或者without。It can be learned from a young age or improved as you get older.

Although we may not have experienced what a person is going through, empathy allows us to understand their emotional reaction to a particular situation.

作为客户服务代理商,我们经常专注于我们将要说的,我们错过了倾听的机会和出席。这是一个常见的场景,特别是有人具有负面客户体验。

最重要的是,人们想要了解,尊重和支持。

Steps to develop empathy

  1. Spend time with people who are different.
    Exposing ourselves to opposing viewpoints supercharges empathy. As long as our aim is to understand and不同意。Try sending an email to a friend with opposing politics. Or, connect with someone on a separate team at work.

    想知道如何启动这些对话?
  2. getQuestions and Empathycards.
    与Sub Rosa流行的一起创建Applied Empathy系列,每张卡都包含一个激发挑衅的问题,以引发有意义的对话。这些对团队建设很棒;更好地跳进第一步。
  3. Join an acting or improv class.
    No job in the world calls on you to step into someone else’s shoes more than acting. Taking a beginner’s class at a community center or community college is a great way to learn how to do that.
  4. Test your emotional intelligence (EQ).
    U.C的更加善良的科学中心。伯克利已经开发出来a short online quiz衡量你通过面部表情阅读别人的情绪。(它比你可能想到的更难。)
  5. 推荐资源:丹尼尔粉红色的全新的心灵
    “同理心是关于站在别人的鞋子里,用他或她的心脏感觉,用他或她的眼睛看到。不仅会难以外包和自动化,而且使世界变得更美好。“
Customer service skill 1 empathy

2.通过观看你的话来散发阳性

A deliberately optimistic state of mind; looking for什么是正确的,而不是什么是错误的 - 并与那个目标对齐我们的话。

It’s a universal truth that we can’t change how we feel. Not directly anyway. Telling someone, “Just be happy,” is about as effective as telling them, “Just grow six inches.”

Neither can be accomplished by an act of the will.

那么,你怎么变得更积极?通过有意识地选择用正面单词取代负面词:口头和精神上。

积极性并不是指你对生活的看法,而是给你使用的语言。

了解积极语言的力量,想想消极的language nobody likes hearing and what kind of reactions these might provoke:

  • “It’s against policy to provide that for you.”
  • “这不是我们的错。是你的。”
  • “You can’t do that.”
  • “冷静。”
  • “不。”

Steps to practice positivity

  1. 在客户支持下制定负面短语列表。
    从上面的简短列表开始。抓住五个customer service phrases you should avoid at all costs here。或者,甚至更好,写出自己的爱情与讨厌的回复和回复。
  2. Brainstorm positive ways to reframe them.
    来自:“我不知道。”to:“我会和合适的团队成员交谈,尽快回复你。”从:“请冷静下来。”到:“我很抱歉。我明白。我也会沮丧。这是应该有所帮助的。“
  3. Rewrite your frequently sent replies.
    通过电子邮件模板,直接留言和来自知识库的常见问题解答。识别对您的清单的特别注意以及可怕的单词“但”。然后,重写它们。
  4. Listen to your own thoughts.
    More formative than what we say to others is what we say to ourselves. Everyone has a unique set of negative self-talk scripts on repeat. Especially when we get stressed. Unearth your own. Then, catch and replace.
  5. 推荐资源:Martin E.P.塞利格曼,Learned Optimism
    “What is crucial is what you think when you fail, using the power of ‘non-negative thinking.’ Changing the destructive things you say to yourself when you experience the setbacks that life deals all of us is the central skill of optimism.”
Customer service skill 2 positivity

3.了解你的触发器来练习耐心

在不开发愤怒或刺激等反补贴响应的情况下接受或容忍延迟,投诉或痛苦。

Customer service is not an easy job. Sometimes, customers will be angry with you. Sometimes, they’ll need extra attention to understand what seems obvious. And sometimes, they’ll lash out.

No matter the issue, the worst thing you can do in any of these situations is to lose your cool.

耐心不仅可以帮助您提供更好的服务,而是一个学习from the University of Toronto found that being impatient impedes our ability to enjoy life让我们在做艰难的事情时更糟糕。

A number of additional学习还表明,患者的人往往更健康,快乐,成功。

How to improve patience

  1. 了解愤怒,刺激和愤怒的上瘾性质。
    The more you feel these emotions, the more likely you are to keep feeling them. Impatiences breeds impatience. On top of that, it also reinforces the very emotional states that prevent us from being helpful.
  2. Upgrade your attitude towards discomfort and pain.
    When you feel your patience wearing thin, remind yourself, “This is merely uncomfortable, not intolerable.”This too shall pass。Moreover, suffering is life’s greatest opportunity to learn. Embrace it.
  3. 当刺激开始时要注意。
    找到按下按钮的外部触发器。列出您通常的(不耐烦)的概念。在内部,留出胸部牙齿或弹拳的身体语言。这样,您可以在为时已晚之前纠正课程。
  4. 控制你的自我谈话。
    与阳性一样,我们对自己的事情有一个不可思议的能力,无论是积极还是消极的。
  5. Recommended resource: Jane Bolton,Psychology Today
    “大多数人都是耐心'专业人士的推荐,我们训练自己的痛苦和刺激,以便当大家来的时候,我们将制定我们对逆境所需的耐心。”
Customer service skill 3 patience

4.瞄准说明前的清晰度

容易明白。沟通时消除歧义。兴对清晰度是有说服力 - 在他们可以确信之前需要了解。

Clarity isn’t just important for making your customer feel confident and empowered—it can also make a big impact on your bottom line.

如果您可以在每个支持交互中发送较少的电子邮件,因为您没有必要澄清您的客户第一次不理解的任何内容?

If you field 300 requests a week (on the low side of an average Groove customer), that’s 15,600 fewer emails sent in a year.

认为估计过高?即使您可以发送0.25次电子邮件,平均而言 - 非常合理的期望 - 您仍然每年发送3,900封电子邮件。

That’s not insignificant, and it’s a great argument for mastering crystal-clear communication skills.

秘密成分是结构体

How to achieve clarity

  1. Define technical terms.
    当他们需要时,不要害怕使用技术术语。确实包括纯语言定义。事实上,考虑制作10-15个难以单词的备忘单到您的产品或服务。
  2. 永远不要假设他们读过它。“
    这不是关于阅读您的电子邮件或聊天回复的人。相反,它是关于思考的 - 只是因为你在你的船上流程或你的知识基础上覆盖它 -they already understand.
  3. 首先放置最重要的信息。
    如果在进入采取行动过程之前,我们绝对需要知道用户,请使其成为他们所看到的第一件事。(这右转回到编号1中的链接或解释它们。)
  4. 按时间顺序写。
    确保支持过程中的步骤顺序是有道理的。伟大的练习是写下制作花生酱和果冻三明治的说明。然后,有一名同事跟随他们。我们遗漏了多少是惊人的。
  5. Recommended resource: Ann Handley,Everybody Writes
    “Our brains crave order—structure, patterns, parallelism. Your job as a writer is to create that order. The clearer the writer is, the more secure a reader feels.”
客户服务技能4清晰度

5. Keep it simple,愚蠢的

The quality of beinguncomplicated。Plainness of speech. Unadorned and single-minded purpose that makes comprehension effortless.

如果清晰度是关于订单和结构,简单的生活或死亡的一个规则:less is more。少曲线。较小的单词。缩短句子。更少的想法。

Keeping things simplewithout—distorting what needs to be done—empowers customer. It removes the barriers of doubt and confusion, placing them securely in the driver’s seat.

另一方面,复杂性迅速导致混淆,不耐烦和其他负面情绪,这使得解决原始查询的适得其反。

“If you can’t explain it to a child, you don’t understand it yourself.”

Albert Einstein

Taking inspiration from that line, Reddit’s像我五个一样说明distills complex topics into plain language. Here’s one of my favorites:

“电子邮件就像是一封在几秒钟而不是天数的书写字母。谷歌是一家运行许多网站的公司,其中最大是搜索引擎。搜索引擎是其他网站的电话簿。“

How to hone simplicity

  1. Beware “the curse of knowledge.”
    我们越多了解一个主题,越难以教它。心理学家称之为知识的诅咒:一种认知偏见,假设其他人有必要的背景来理解我们的所作所为。
  2. 记录你的A-HA瞬间。
    为了打击知识的诅咒,请注意你自己的突破时刻。写下你的经历不知道知道captures as they occur so you can lead others down the same path.
  3. Ask, “What can I remove?”
    Before hitting send on a support message, the final step should always be to mercilessly critique it looking for anything to exclude. Likewise, look for opportunities to simplify from paragraphs to sentences to phrases to words.
  4. 有一个目标。
    您可能需要解释多个想法,并包括多个步骤来解决某人的需求。但是,每次你沟通 - 无论是通过电子邮件,聊天还是手机限制自己:一次一个结果。
  5. Recommended resource: William Zinsser,写作井
    “作家必须不断问自己:我想说什么?令人惊讶的是,他不知道。然后他必须看看他写的东西和问:我说过吗?它是第一次遇到主题的人是否清楚?“
客户服务技能5简单

6. Cultivate curiosity through questions

Having a strong desire to venture into the unknown with the intention of learning or discovering something new. To be inquisitive and to question.

When we’re young, we are innately curious. Our minds are full of questions. But as we get older, it’s more common to accept the way things are and lose our sense of wonder.

Curiosity is a skill we must learn to embrace in customer service. Why?

Because curious people ask better questions, unlock deeper insights, and solve more complex problems.

提问,调查和学习:好奇心导致我们对建立更好的客户关系所需的答案,并找出问题的更深层次的问题。Research来自哈佛商业评论发现,好奇心对组织的表现至关重要。

What’s more, curiosity makes us less defensive and less aggressive in stressful situations.

How to feed your curiosity

  1. 问更多问题。
    Regardless of how much information someone shares, it’s critical dig deeper to draw out better insights. Also, keep asking “why.” Be curious about为什么事情是一种特定的方式或为什么your customer is feeling how they are.
  2. Inquire, but don’t interrogate.
    There’s a fine line between seeking to understand andgrilling a customer。Normally, this comes down to our own internal state of mind. Questions cannot be a veiled attempt to prove someone wrong.
  3. 更多关于问题。
    我们经常专注于解决我们不花时间的问题,以便排除问题首先发生问题。当你冒着陌生的领土时,寻找根本原因。
  4. 如果需要,请转到脚本。
    说到陌生的领土,没有人喜欢未知;但这就是你发现好奇心洞察力的真正好处。接近记者,探险家或科学家的未知:你唯一的目标是发现。
  5. 推荐资源:艾米辛格,TEDx Talk
    “So, my challenge for you is to pursue your curiosity. And when those difficult barriers come up, dig deep inside yourself and see if you can find that little child’s voice—the one that grows silent as we age, and let it inspire you.”
Customer service skill 6 curiosity

7.专注于和积极地倾听

Listening actively and paying close attention to what is being said or done. To be alert, watchful, and receptive.

肢体语言的肢体语言意味着亲自举行眼神接触或消除数字化的分心。它涉及磨练我们的聆听技能,致力于在手头的问题上,并响应正确的问题或答案。

If you’re in a bustling call center or an open-plan office with music and other conversations going on around you, attentiveness can be a challenge.

Inattention, however, leads to disgruntled customers, which can intensify already touchy situations and take longer to resolve.

Being attentive allows you to take care of customers’actual需要,而不是他们think他们需要 - 通常是两个非常不同的东西。这取决于你帮助他们意识到这一点。

“在我们越来越响的世界中,”声音专家,朱利安宝藏,“我们正在失去倾听。”

如何更殷勤

  1. Immerse yourself in silence.
    Take three-to-ten minutes each day to reset your ears and recalibrate your mind. This habit works well at the start of the day and can be a godsend amidst busy seasons. If you can’t get absolute silence, then find a quiet space to …
  2. 享受平凡。
    Savor the everyday sounds around you: a coffee machine, dryer, or the keyboard when you type. You’ll find that even the most everyday sounds can be interesting. (Julian calls it “the hidden choir.”)
  3. Do一样东西
    多任务是一个神话。当我们多任务时,我们真正做的是“任务切换”,它吃了脑力。弟子自己专注于客户,整个客户,以及nothing but the customer
  4. 调整你的“听力职位”。
    这是关于精神的姿势。例如,试着读出来tening to a podcast from a critical perspective, validating each statement. Then listen again from an empathetic perspective where you focus just on emotions.
  5. Recommended resource: Julian Treasure,TED Talk
    “rasa代表'接收',这意味着要注意这个人;“欣赏”,“嗯”嗯,''哦,'好';'概述' - “所以”这个词在沟通中非常重要;然后问,'之后提问。“
客户服务技能7闭度

8.学习优先级,然后自动化

The action or process of ordering competing demands; managing both time and expectations more effectively. Putting first things first.

当客户伸出援手时,他们期望及时回应。当多个客户同时要求您的注意时,这些人的期望不会丝毫不变。

Responding to all inquiries at once is physically impossible—unless they’ve all asked common questions. In those instances,自动化,电子邮件模板, and a searchable知识库可以成为神秘。

如果只是它总是那么简单......

没有有效地管理您的时间和优先考虑任务,您可以轻松变得慌乱,怨恨和沮丧。

It also can compromise a sale if you leave new customers waiting too long for a response.

How to better prioritize

  1. Create a triage system.
    Does your business have a system in place that helps you decide which inquiries need urgent attention? Are you all on the same page as to what should fall in order of importance? If not, create a plan now在风暴击中之前
  2. Consider the impact or consequences of the situation.
    Are there direct and time-sensitive consequences if the issue isn’t resolved? Are those consequences monetary? Or, is the customer simply more demanding than someone with real stakes on the line?
  3. 知道什么时候开始才能继续前进。
    If you’re spending too much time with a customer, this can also be detrimental. Learn how to wrap up the conversation and summarize the next steps. (Check out the skill on Closure for more.)
  4. Don’t work harder than you need to.
    还有时候你只是不知道如何帮助。可以认出你的局限性是可以的。而不是沿着兔子孔 - 或追逐自己的尾巴 - 将客户与合适的人联系起来。
  5. Recommended resource: Charles Hummel,紧急的暴政
    “There is a regular tension between things that are urgent and things that are important—and far too often, the urgent wins.”
客户服务技能8优先级排序

9. Keep your composure

Remaining calm when faced with adversity and staying in control of your emotions when the unexpected happens.

Some customers can make it tough to hold your composure, but the moment you lose your cool is the same moment you lose your ability to be helpful.

(Easier said than done.)

Why? Because we’re human. We feel deeply.

在服务客户的日常压力之上,您可以面临个人的东西。也许你刚刚开始了一天的糟糕。当然,对谈话的另一端感到沮丧的客户可能是忠诚的。

但一旦你的行动被紧张的客户情景中的情绪劫持,生产力会停止。你最终有一种道德困境,因为你在当下的热量中抢购。

如何保持镇静

  1. Breathe.
    虽然另一个人正在发言 - 或者在写作响应 - 花时间呼吸。慢慢地,故意。测量的呼吸静静,血压降低,并力氧气回到大脑中。
  2. 留意停止。
    HALT stands for hungry, angry, lonely, or tired. Given that it’s impossible to separate external stress from the customer in front of us, stay vigilant over these physical and emotional states.
  3. 不要落在基本归因错误(FAE)。
    Fae是我们的自然倾向,以根据其个性解释某人的行为,并低估情境因素的影响。从:“他们是一个混蛋。”要:“他们的生活中可能会发生什么,我看不到?”
  4. 延迟对话或您的回复。
    Lost composure happens. That’s fine, as long as you’re willing to step away. Is there someone that can jump in for you? Can you reschedule the conversation? Never feel like calling a timeout is a sign of weakness. It’s strength.
  5. Recommended resource: Robert I. Sutton,The Asshole Survival Guide
    “A supervisor instructed me, ‘If you talk softer and softer and softer, they’re going to have to stop to listen or they’re not going to hear anything you’re saying. The louder you get, the louder they get. And if you start to tone it down, they start to tone it down.’”
客户服务技能9镇静
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10.加厚你的皮肤

收到艰难的反馈或批评,而不是让自己因其沮丧或冒犯。坚韧,僵硬或弹性。

Having thick skin doesn’t come naturally to everyone. But if you’ve been in the customer support trenches, you already know how valuable it is.

总会有一个不同意的人,叫你一个坏名字,对你大喊大叫,或尴尬。

No one享受these experiences—but we can all learn to deal with them.

We tend to take things personally, even when it has absolutely nothing to do with us. If you’re dealing with a disgruntled customer, they may lash out. Remind yourself that it’s not you they have an issue with, it’s the situation.

How to develop thick skin

  1. 不要个人拿东西。
    再一次,更容易说完。让你的自我休息,并让这个事实不像你的事实一样。(哦,因为我们知道这太棘手了,谦卑将是我们的下一个技能。)
  2. Know your personal emotional cues.
    是有意识的,当你让别人去哟u and learn how to regulate your reactive emotions using breathing techniques, taking a break, and healthy self-care habits outside of work.
  3. 不要远离对抗。
    与此同时,直接挑战自己和discuss the issue further using a calm tone of voice and staying as objective (logical) as possible. Naturally, this is a balancing act with calling a timeout.
  4. 想想别人。
    Instead of getting caught up in your own ball of emotions and taking pity on yourself, recognize how the other person is feeling and focus on that. With this, we’re right back to empathy as the foundation.
  5. Recommended resource: Marcus Aurelius,冥想
    “当你早上醒来时,告诉自己:我今天处理的人会被干杯,忘恩负义,傲慢,不诚实,嫉妒和善意。他们是这样的,因为他们不能从邪恶中讲得良好。“
客户服务技能10厚的皮肤

11. Hone your humility

The ability to put your ego, wants, or needs aside to serve others. Willingness to admit when you’re wrong or don’t have the answer.

All of us crave approval. To greater or lesser degrees, we find our self-worth in the eyes of other people. Pride is the natural human impulse to protect our reputation: tolook good

Ironically, pride manifests itself in two opposite responses: (1) defending ourselves and (2) doubting ourselves. The first is about self-centeredness. The second, self-pity. But the root of each is the same.

“谦卑不是思考自己的少,它正在考虑自己。”

在客户服务中,骄傲通过无情地追求在寂寞上解决问题。事实是你不必拥有所有的答案。谦卑使我们能够对我们不知道并积极主动的舒适。

For many of us, humility is one of the hardest traits to develop, because it has to start from a recognition that you are not always right and requires an acceptance of yourself which many of us find challenging.

如何发展谦卑

  1. 使用第一个个人复数when describing solutions.
    Not to make this a ninth-grade English lesson but pronouns matter. When telling a customer how to solve a problem, use “we” as much as possible. This puts you, your team, and the customer in the same boat.
  2. 使用第一个个人singular描述错误时。
    当出现问题时,相反应该被雇用。当你承担责任时,使用“我”“我们”或“它” - 是指产品或服务 - 有时是有效的。但是,降压与您停止(参见,所有权)。
  3. Embrace “I could be wrong.”
    这适用于您提供的解决方案以及您对问题的评估。将每一个断言视为假设,积极寻求反驳你的假设(就像科学家)。
  4. Separate facts from stories.
    遵循最后一步的一种方法是强迫自己区分事实和故事。事实是您可以在法庭或实验室中证明的客观现实。其他一切都是一个故事:我们的谬误诠释事实
  5. Recommended resource: Dan Cable,How Humble Leadership Really Works
    “为了简单地说,仆人领导者有谦卑,勇气和洞察力,承认他们可以从那些权力较低的人的专业知识中受益。他们积极寻求他们服务的[人]的想法和独特贡献。“
客户服务技能11谦卑

12. Adapt, adapt, adapt

Open to change and quickly modifying thoughts and actions to respond positively. To be flexible rather than rigid, set in our ways, or immovable.

我们都渴望适应和无保险。但是,让我们面对它,我们的行为和对变革的反应有时可以完全相反。

适应客户允许您控制这种情况而不从客户远离客户。这使得客户仍然感到享受和赞赏。

Unfortunately, there are plenty of negative traits that undermine your ability to be adaptable in customer service:

  • 刚性:“你只能这样做:我的方式。“
  • Bluntness: “How are you not understanding this?”
  • Discontent: “No, I don’t agree with what you’re saying at all.”
  • 不可饶于心的:“你为什么用这个愚蠢的问题给我打电话?”
  • Resistance: “This is the way we’ve always done it. That’s just the way it is.”
  • 比赛:“你不知道你在说什么。(副本:我是专家。)“

如何培养适应性

  1. Recognize your biological predisposition.
    Old habits die hard. That’s not just cliché; it’s science. Change is hard is because our brains literally shape themselves based on how we typically think and act. But, rigidity is only half the story.
  2. 还认识到“神经塑性”
    Thankfully, brains can change. This is due to neuroplasticity: the pathways in our minds are strengthened by repetition. When we think or act in a new way over and over, we生理学rebuild our neural network.
  3. Cultivate adaptability like a habit.
    Make it your intention to think differently和act differently。例如,而不是在加热的交换中陷入困境,将橡皮筋放在手腕周围,并将其轻轻地作为触发器捕捉,以中断您的旧响应方式。
  4. 每天练习它。
    变得更适应的需要努力,时间和重复。在每一天结束时注意小胜利,并反思您在下次学习的情况下可能更适应的情况。
  5. Recommended resource: Charles Duhigg,习惯的力量
    “This is how willpower becomes a habit: by choosing a certain behavior ahead of time, and then following that routine when an inflection point arrives.”
客户服务技能12适应性

13.获取所有权和责任

拥有情况,问题或挑战并通过解决问题的行为;控制和承担责任。

起初,所有权可能似乎有所适应性 - 特别是控制。It’s not.

Think of it like this: When a customer reaches out for help, they’re feeling lost, overwhelmed, and insecure. Failing to meet those conditions with a firm and steady hand leaves them trying to solve the problem alone. Worse, they don’t have all the resources you do.

如果您实际上要帮助它们,您需要拥有互动。

Of course, taking ownership doesn’t mean you have to personally solve the problem. Rather, you find a way to make sure it gets resolved.

Ownership language such as, “Let me see how I can help and—if not—I’ll find the right person,” prevents customers from feeling dismissed and isolated.

How to take ownership

  1. Steer the conversation.
    掌握,让customer know they are in good hands. Trust is a huge factor in earning high-service ratings. And trust arises from prompt responses that display confidence without arrogance.
  2. Keep it actionable.
    Break down issues so that there’s agreement on both sides regarding the problem. Offer tangible steps that他们可以表演。如果客户无法自己修复它,请与他们分享您的团队的行动计划。
  3. Follow-up proactively.
    留下没有石头。您拥有此,客户正追随您的铅。在切实的步骤和行动之上,同意每个人的截止日期。然后,如果他们错过了截止日期,请成为第一个登记入住。
  4. 解释,但不要借口。
    解释和借口之间的差异是一个绳索。分离在于我们的动机。借口防守我们的行动。解释clarify他们。接受责任您的默认位置。
  5. Recommended resource: Jocko Willink,极端所有权
    “实施极端所有权需要检查您的自我并以高度的谦逊方式运作。承认错误,拥有所有权,制定一个克服挑战的计划对任何成功的团队都不可或缺。“
Customer service skill 13 ownership

14.充满信心

专注地沟通,以提供回答问题的共同感受,并已被承认,解决和解决问题。

无权流动的是信心。

Confidence provides security and closure. Customers feel certainty as they progress as well as clear-headed resolution at the end of the support exchange.

The opposite is also true. Customers can smell blood. Without confidence, they’ll become restless, anxious, and irrational. They will continue to email, call, or ask to speak to a manager until you can provide them closure.

Steps to bolstering confidence

  1. 从一开始管理期望。
    If you’re unable to respond immediately to new requests, help customers understand this. Simple auto-replies to let people know your team responds within 24 hours is far better than a day of silence. Their patience relies on your transparency.
  2. Addressing every question.
    首先潜入头部,而不是索德西复杂或棘手的查询,而且系统地解决了客户提出的每一个令人担忧。即使您的答案是,“我需要进一步调查,”不要忽视他们的电子邮件,电话或聊天的任何部分。
  3. 随着你的承诺跟进。
    Don’t say you will call back at 9am with more information and decide to not call because the situation hasn’t changed. You are better off calling the customer as you promised and still give them that update.
  4. 让你的身体引导你。
    Confidence can be hacked through body language—even when customers can’t see us. “Power posing,” as Amy Cuddy calls it, means making our bodies bigger. Not gaining weight, but assuming postures that extend our arms, shoulders, and legs.
  5. Recommended resource: Amy Cuddy,你的肢体语言可能塑造你是谁
    “两分钟[权力摆姿势]导致激素变化,将大脑配置为基本上是自信,自信,舒适,或真正的压力 - 反应,感觉有点关闭。”
Customer service skill 14 confidence

15. Become ateachable老师

The willingness and capability to learn from others.

一旦你接受你不知道一切,那么你可以拥抱教养。

What defines a teachable moment?

It’s when you have the opportunity to learn something new, whether it’s from someone else (a customer) or by teaching yourself.

可靠性是关于主动阅读通过发送到您的电子邮件的公司更新,了解对特定产品或服务所做的更改,并充分利用提供给您的任何培训。

“任何停止学习的人都是老的,无论是二十或八十。”

Having in-depth knowledge about the product or service can really set you apart in a customer service team. It makes you truly invaluable because you are more equipped to handle the complex and unknown issues.

How to cultivate teachability

  1. Surround yourself with mentors.
    在一个完美的世界中,这将是贵公司的领导;最值得注意的是,您的经理。下一个最好的是你在其他非竞争对手组织中抬头的人。无论如何,为您希望在一开始就完成的目标。
  2. Cozy up to technicians.
    Within every business there are builders, developers, and practitioners: the people who create and deploy whatever it is you sell. Set up a regular schedule for one-on-one time. And find ways to (for lack of a better term)suck up to them
  3. Examine your failures with detached curiosity.
    可教人们津津乐道失败。他们拥抱每个局面只有两种结果:成功或学习机会。检查这样的误解需要打击losing和reinforces other skills like humility and thick skin.
  4. Celebrate and record your wins.
    As your expertise grows, take note of standout moments. Maintain a physical journal or running Google Doc where you can record exactly what helped you discover something new. Such experiences are invaluable when teaching customers.
  5. 推荐资源:Carol Dweck,Mindset
    “Mindset change is not about picking up a few pointers here and there. It’s about seeing things in a new way. When people change to a growth mindset, they change from a judge-and-be-judged framework to a learn-and-help-learn framework.”
客户服务技能15可行性

Good customer service skills don’t have to be a mystery

Use the tips above to develop you and your team’s core customer service skills. Look for the same capabilities in the客户支持代表或者客户体验专家you hire.

Have any of these skills made a marked impact on your career? Which ones do you develop consciously? And did I miss any?

博客亚博和万博
erika trujillo

Erika is Groove’s Customer Success Manager, committed to helping you find the right software solution for your business needs. She loves finding innovative ways for your support team to scale and grow, always putting the customer first. She also loves to run marathons and play softball in her spare time.

Read all of Erika's articles

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