Customer handling skills are the abilities service employees use to resolve customer needs and keep customers satisfied, including problem-solving, patience, a positive attitude, attentive listening and two-way communication. Seven practical tips strengthen them: listen fully, paraphrase, stay composed and clear, empathise and respond, own the problem, act on it and follow up.
Last updated · Bodhih Insights team · reviewed by Siddharthan VGJ, Founder
Consistent high-level skills for achieving customer satisfaction is to be maintained to ensure exemplary service to the clients. Customer service being one of the most critical aspects of today’s service oriented industries, it’s a prudent decision to hire service employees with certain abilities and nurturing them to achieve the goal and climb the ladder of success eventually. To accomplish such mandate excellent problem-solving skills, positive attitude, patience, two-way communication skills with attentive listening skills are some of the important attributes. Product knowledge, competence and accountability are “the must” value additions to create a confident image thereon.
Seven crucial tips to enhance the skills for improving customer service.
Lend them your ears
The customer is to be heard patiently without any interruptions. Both the appreciation and complaints are to be taken into consideration in a detached way to understand that the remarks are not directed personally. Assure them you are there to help address their concerns and to resolve the problem. Asking qualifying questions will not only help to extract more usable information but also have a calming effect on any irate person.
Paraphrase
Gaining confidence and trust of customers by asking for permission to repeat it for them is a subtle but an important step towards an initiative to convey them your willingness to address their concerns, and helps to ensure that they are now listening to you. Summarize the list of problems including any specific details.
Maintain composure and clarity in communication
Voice and demeanor are your best tools to demonstrate capability and professionalism. Signs of uncertainty or nervousness are the major deterrents in effective communication.
Empathize & respond
Empathizing with customer is an effective strategy to diffuse a situation at first level post that an appropriate response to their concerns helps minimizes escalations.
Own it up!!!
Customers expectation is quick and effective resolution to their concerns. Acceptance with an apology of an unpleasant situation in this regard at the base level helps a great deal in resolving many serious issues.
Action time
A prompt solution to the customer with due consideration of their perception regarding an apt resolution demonstrates a professional ethos of any organization.
Follow Up!
Follow up post the resolution ensures that the issue was resolved to their satisfaction. A huge difference is made by this small yet impactful gesture to verify that the issue is truly resolved, and the client’s perception and feedback regarding how their issue was addressed. This small step often proves to be the cherry on the cake and can often lead to repeat business and a loyal customer who will recommend your business to others.
Quick answers
Why should you paraphrase what a customer says?
Paraphrasing the customer's concern in your own words shows you have listened and lets the customer confirm or correct your understanding before you act. It reduces misunderstandings, keeps the conversation calm and clear, and sets up the next steps of empathising, owning the problem, taking action and following up.
