No matter, how enormous the company’s product is or how genius the staffs are, the customers are most likely to rely on the conversation they have with the agent. The customer service team is the front face of an organization, and the client’s experiences will be determined by the skills and qualities of the support they fetch. According to the Salesforce research, 55% of Consumers Would Pay More for a Better Service Experience.
Sam Walton has well defined the virtue of it, “The goal as a company is to have customer service that is not just the best but legendary.”
A certain set of criteria and skills every customer care rep must master. Without them, the risk of business-wrecks goes higher. For ex- An agent with no patience will not be able to hold on to a client for long. As an individual, every rep acquires few exclusive and unique qualities which distinct them from others. Nevertheless, there are a few universal skills and competencies, every supporting member must excel to improve their interactions with the clients.According to McKinsey, 70% of buying experiences are based on how the customer feels they are being treated.
Customer Service Heroes has shared 25 excellent customer service skills through an infographic, which every agent must master for providing great services to the clients: