3 Must Have Customer Service Skills for Success

Customer Service Skills for Success

Customer Service Skills for Success Can Make a Difference
If your reps have the right customer service skills for success, you will have:

  • More Satisfied customers
  • Lower customer acquisition costs
  • Greater levels of first call resolution
  • Decreased operating costs
  • Higher levels of employee engagement
  • Faster response times

Three Must Have Customer Service Skills for Success
Here is a check list of three basic, but critical, steps in training your staff in fundamental customer service skills:

1.  Great First Impressions
How you greet customers has a significant effect on business.  Make sure your customer service reps know how to greet customers in a friendly way. This very first step creates an environment where customers sense that they are welcome and will be supported.  To get your first impression right:

  • Script a Customer Greeting: Ensure every customer service rep knows what to say and how to say it in a way that aligns with your brand promise.
  • Practice, A Lot:  Act out your customer greeting until you can do it without notes in a way that authentically aligns with your own personality and style as well as the corporate brand promise.
  • Model the Way: Ensure  managers, influencers and top performers do it well and set the right tone.
  • Give Feedback: Praise and reward those who are consistently doing it well and coach those who are struggling until they get it right.

2.  Crystal Clear Communication
Teach your Customer Service Reps how to really listen to customers. The reps may have to ask a few questions to get at the root of the problem or complaint but they should do so with complete attention not only to the words but also to customers’ body language and tone.

3.  Full Accountability
Establish ownership of the customer relationship. If your Customer Service Reps feel accountable for each customer interaction, they will own the problem until it is solved. Customers appreciate conscientious follow-through and dealing with only one person from beginning to end.

The Bottom Line
Does your customer service training include these three basics? Are you coaching to and measuring these three customer service skills for success? If you want to deliver superior customer service, make sure you do.

To learn more about the right customer service skills for success, download Four Steps to Truly Delight Customers

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I have worked with other training companies and found it to be more of a seller/buyer relationship than one of matching the right expertise to our business issues. That’s what LSA does – ask the hard questions, listen, and understand our business needs. We receive the benefit of their expertise from assistance with personal development plans to enhancing team performance, to looking at enterprise-wide challenges. It’s all about helping our business succeed as we grow. Right now, LSA is providing great ideas, a fresh approach, and valuable guidance as we develop our management team and accelerate our client relationship management results.

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LSA’s Employee Engagement Consulting and Survey work has provided critical visibility into: how well our people are holding up under the general economic environment, as well as, the specific challenges that face biotechnology companies in their efforts to discover and develop new medicines; their level of alignment and commitment to XOMA’s Vision and mission critical strategies; how leadership practices and management systems support an environment that engender commitment, and the specific actions that our leaders can take to improve on areas that are important to our people. I highly recommend LSA’s employee engagement solutions.

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In the Next Generation Management Development courses, I was trained with skills and tools that have made me and my team more productive, motivated, and successful at communicating with other departments.

 

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LSA helped to meet the needs of my teams within a very narrow timeframe. My team walked away with highly useful management tools and practices. LSA saved us time in delivering the right solution for our specific needs.

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The refreshing thing about LSA is that they focus on understanding our business situation and helping me succeed instead of selling a product. With over 150 experts, they are an invaluable resource that helps me deliver higher quality results faster. I recommend them to anyone looking to improve the performance of their workforce.

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Cutera

In my years working with LSA, it seems like I’ve had a personal consultant at my fingertips to help me identify just the right solution to satisfy our needs. The entire LSA team has become a trusted friend of Actel — assuring we provide state-of-the-art learning to meet our complex, high-tech business and people needs.

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Here’s a token of my appreciation for ALL your efforts. I’m offering my most sincere appreciation, and it extends to all the folks who made our customized management development programs possible.

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Workforce Planning Bureau

I had been working with LSA for many years with my prior company. Currently, I’m with a company who hadn’t done much basic management skills training. After identifying and presenting a program recently, our managers are excited and talking in the halls about the great experience. LSA saves us time in delivering the right training for our needs.

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LSA is an instrumental training outsourcing partner in helping us to build management capacity and strategically invest in our people. Their flexibility, depth, and breadth of expertise allows us to deliver top quality solutions that are directly tied to key business plans. Their ability to custom design, deliver, and evaluate our Management Curriculum has been excellent. They are true business partners and a pleasure to work with.

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Hyperion

Our company engaged LSA to do a specialized “train the trainer” program, and the consultant’s performance outdid our exceptionally high standards for such a program. Very crucial to the success of this program was the work done upfront to discuss our needs and to interview key members of our organization so that the program specifically met our goals. Our facilitators continue to comment on the success of the program. Thanks also for the follow-up.

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