According to a study by McKinsey, “70% of the buying experiences are based on how the customer feels they are being treated.”[i] People buy from companies that really cares for their purchase. A vital factor in expanding customer base and customer retention, organisations are fast recognising this fact. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator.[ii] In order to provide exceptional customer service every time, here are the top 10 must-have skills:
| 1 | Customer Service Essentials | Develop great service approaches and know about classic customer behaviour |
| 2 | Communication | Use verbal and non-verbal communication to influence and persuade |
| 3 | Active Listening | Know the difference between listening and hearing. Listen with focus and ask questions to understand |
| 4 | Body Language | Learn how to adopt a positive body language |
| 5 | Self-Confidence | Exhibit confidence with your body language and the way you talk |
| 6 | Emotional Intelligence (EQ) | Understand and control emotions – of yourself and others – to manage situations and conversations |
| 7 | Conflict Resolution | Find common ground and individual needs. Reach the best solution through shortlisting and comparing |
| 8 | Dealing with Difficult People | Cope with difficult people by choosing your response and using coping techniques |
| 9 | Time Management | Manage your time to remain productive and happy |
| 10 | Over the Phone | Improve your telephone skills to offer excellent customer service over the phone |
Sources
[i] https://yourstory.com/2015/01/loyal-customers/
[ii] https://www.superoffice.com/blog/customer-experience-statistics/