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Customer service involves much more than having a conversation on the phone. Responding to tickets over email, live chat, and social media are equally important communication channels for customers. While there is much overlap in the customer service skills required to do a great job, each channel also benefits from a unique approach to these skills.

For example, there are important customer service skills that are usually associated with phone support, such as empathy, the ability to “read” a customer’s emotional state, clear communication, and friendliness. But emotional cues are much harder to read in writing, and so additional skills for newer channels need to be developed. This makes those channels a more viable choice for customers. Whether you’re interviewing or brushing up your customer service skills for your resume, it’s good to remember that most customer support managers are not just interviewing for technical skills.

They'll be looking for how you demonstrate your customer service skills. The following examples provide an excellent list of good customer service skills: 1. Smile, literally Smiles translate through the phone, but they should be used at appropriate times. You don't want your customer service to come off as unauthentic, but you should still always be cordial during conversations.

Gta vice city files backup drive. Smile as you would in a face-to-face conversation. Mirror a customer's’ language and tone Part of the job in customer service is mirroring a customer's language and tone. Mirroring another person’s language and tone can help create connection.

That said, if a customer is angry, you don’t want to copy their frustration. Instead, try increasing your volume just a little and then quickly work to bring the intensity down a notch. Customers respond well when the help they're receiving is coming from someone who's clearly level-headed. Listen first, then validate the problem When customers are upset or frustrated, they might not be able to take in what you say—even if it’s the right answer. Listen first, let them calm down, and then try to help solve their problems.

Empathy is always your most crucial ability in customer service. Acknowledge the customer Customers need to feel heard, so tell them that you understand the reason for their call. They'll appreciate the touch of empathy and it will go a long way towards making an angry customer's experience much, much better. Customer service that goes the extra mile to recognize what ails their customers comes off as more human and reflects well on the company.

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