Whether you’re on the hunt for a new job and want to know what to highlight in interviews or simply want to improve your performance in your current job, these customer service skills are the ones you should focus on. Delighting your customers and inspiring them to make purchases over and over again requires knowledge of human psychology. While you might not have the time to to enroll in a psychology class, we have the customer service tips that can be translated into skills you can put to use.
The two underlying customer service skills are patience and an interest in helping in a compassionate way. Once you have these two pillars of customer service down, it’s time to get to work mastering the rest..
Walking into a business and hearing “hello,” “good morning,” “welcome,” can start off customer interactions on the right foot. Customers want to be acknowledged and catered to. Greetings should always be cheerful and within close range, if possible. No customer wants to hear a mumbled “hi” from an employee in the back corner scrolling through Instagram. Getting up to speak to customers makes the interaction more human. You can see the customer’s facial expressions and get a better idea of why they came in. A customer’s frown could mean that they have a return and a product didn’t meet their needs. Or maybe they’re in a time crunch and need to get in, get the best product you can recommend to fit their needs, and get back to their car before the meter runs out. Making this initial greeting in close proximity is the best way to get a feel for how to best help that specific customer.
Asking the Right Questions
Once the customer is in the door and has been greeted warmly, it’s time to get down to business. Based on the first interaction with a customer, you can start to get a feel for their reason for stopping in. Unless they tell you straightaway what they need, you’ll need to ask a number of questions to determine how to help them.
What are they looking for today? Is it a gift? Have they purchased anything from your business before? What about the weather or season could influence what they’re looking for today? These questions can be tailored to better fit the products or services your business sells, but what holds true across business types is that asking the right questions helps you figure out how to customize service for that specific customer.
Being attuned to customer needs is an essential customer service skill. If you happen to be interviewing or going through additional training, do roleplays with a number of different situations to explore the different ways you can improve how you approach customers.
This customer service skill will serve employees well, no matter the industry. When you’re able to fully listen to a customer’s needs and even read between the lines when they’re uncertain of what they’re looking for, you’ll be able to address them fully. Listening is the perfect pair to the previous skill because it allows you to get the most out of the customer interaction. Does a customer say they’re looking for one thing, but describe a problem that an alternate product will solve? Let them know that you’re listening and recommend what you believe will best fit their needs.
Customers will come into your business with any number of problems and sometimes what you have on the menu or in stock will be the root of it in their eyes. Putting a positive spin on the situation will hopefully improve the customer’s reaction and could even lead to an alternate sale.
In every food service business and retail store, at some point you will have to tell your customers that you are out of the dish or item that they wanted. How you deliver the news (both your word choice and manner) will impact how the customer takes the news. Just as you should be giving targeted recommendations based on what you learn from asking the right questions, make additional recommendations when you don’t have what they’re looking for. You could suggest a similar item so that they don’t have an immediate reason to walk out the door. However, if they are set on that specific item, frame the conversation around when it will be back in stock and how long you can keep it on hold for them once its back. This shows that you’re taking action and doing all that you can to meet their needs.
From time to time something you do will go wrong. We’re all human, so apologize and take action to correct the situation as soon as possible. If you work in a cafe and made someone’s drink with the wrong kind of milk, take responsibility and make their drink right the second time. If your business allows it, maybe offer to give them the next size up for your mistake. This customer service skill will show that you strive to make the customer happy no matter what and make corrections to rectify the customer’s experience.
There are endless customer service skills that you can work on to make sure your customers keep coming back. These five are just the tip of the iceberg. Have some customer service skills you think others should know? Feel free to leave a comment with your must-have skill.
Customer service skills are a must, so is effortless time tracking and scheduling. Homebase can help – get started for free.