What qualities and skills does customer service need?

What qualities and skills does customer service need?

Customer service generally refers to customer service. Customer service mainly embodies a value oriented to customer satisfaction, and integrates and manages all the elements of customer interface with the preset optimal cost-service combination. The following are the qualities and skills I need for customer service, for reference only. Welcome to reading.

What qualities does customer service need?

To be a qualified customer service staff, we should have strict work style, enthusiastic service attitude, skilled business knowledge, positive learning attitude, patiently explain to customers and listen to their opinions with an open mind. Specifically, it includes the following four aspects:

First, have full work enthusiasm and serious work attitude.

To be a qualified customer service staff, only by loving this business can you devote yourself wholeheartedly, so this is the premise of a qualified customer service staff.

Second, skilled business knowledge.

You should have skilled business knowledge and keep studying hard. Only by mastering all aspects of business knowledge can we accurately provide users with services such as telephone bill inquiry, business inquiry, business handling, complaints and suggestions. Let customers get better service in satisfaction.

Third, answer questions patiently.

The core of a qualified customer service staff is the attitude towards customers. In the process of work, we should maintain a warm and sincere working attitude. While making a good explanation, we should relax our tone and be neither arrogant nor impetuous. If you encounter problems that customers don't understand or can't explain, you should be patient and never try again until the customers are satisfied. We should always keep the promise of "turning smiles into voices" and bring sincerity to customers. In this way, we can better improve ourselves.

Fourth, good communication and coordination skills.

Communication ability, especially effective communication ability, is a basic quality of customer service personnel. Customer service is the work of dealing with customers, listening to customers, understanding customers and inspiring customers.

Guiding customers is the basic skill when we communicate with customers. Only by knowing what services and help customers need and where their complaints and dissatisfaction are, can we find out the problems existing in the company, prescribe the right medicine and solve customers' problems.

In terms of skills, when recruiting customer service, all enterprises need customer service staff to have the following basic skills: good psychological quality and self-control, teamwork spirit, good listening and communication skills, guidance and judgment skills, a sense of fulfillment brought by heavy workload, dedication to work, a good understanding of the interests of the company and customers, coherent before and after speaking, proficient in language, and basic knowledge of computers and languages.

Nowadays, the market competition is becoming more and more fierce, and customer service has become one of the important problems faced by enterprises in the market. Enterprises are also aware of the importance of customer service. In addition to paying attention to the basic quality and skills of customer service staff, the salary of customer service staff has also been improved to a certain extent.

Five, time control skills

In addition to answering customers' questions about the transaction, we can also chat appropriately, which can promote the relationship between the two sides. But you should control the time and degree of chatting. After all, your job is not to chat. You still have a lot of important work to do. After talking for a certain time, you can end the conversation on the grounds of "excuse me, I have to leave for a while".

What skills does customer service need?

1, typing quickly

When the shop is busy, it is possible for one person to handle several guests. If the typing speed can't keep up, guests can go to someone else's house to watch it.

2, will introduce products

Familiar with the goods in the store. The main job of customer service is to explain the details and problems of products to customers. If you are a customer service, you are not very clear about the products yourself. How can you serve your customers well?

3. Understand the rules of the platform

Familiar with Taobao rules (refund requirements, customer rights protection, false delivery, etc. ).

4. Emotional adjustment

Customer service is faced with customers' questions, doubts and accusations most of the time. Without a good attitude, it may not only offend customers, but also affect the company image. Therefore, a good attitude is absolutely necessary!

5. Look at people and talk

Different people have different ways and habits of speaking. Customers from all corners of the country need to understand each other's problems. When they encounter something unclear, they should politely ask customers to explain it clearly to avoid misunderstanding.

Extended data:

The necessary ability and accomplishment of customer service personnel

1, psychological quality requirements

(1) can withstand setbacks.

What kind of setbacks may customer service personnel suffer? For example, will it be misunderstood by customers? Lenovo's customer service staff is like this, and they need to go to the door to solve problems for customers. Because the whole computer is down, a writer's manuscript written for a year is stored in the computer, and it is gone at once. This problem may not be Lenovo's problem, but it may be because he received a virus when he received the email. But Lenovo is responsible for the maintenance of this machine, so what will happen to customers after the customer service staff comes? Will you take it out on the customer service staff? Because customers have suffered too much, they need an exit. And many customer service staff have to face all kinds of misunderstandings and even insults from customers every day, so you need to be able to bear it. What's more, customers go beyond the customer service staff and complain directly to their superiors. Some complaints may be exaggerated. Originally, the customer service staff didn't do so badly, but as soon as the customer spoke, their work became very poor and they should be fired immediately. Then as your supervisor, I'll talk to you after the client leaves. Therefore, you need to have the ability to withstand setbacks and blows.

(2) Have a positive attitude and never give up.

Customer service personnel need to constantly adjust their mentality in their own jobs. You can't give up easily when you encounter difficulties and setbacks. For example, the call agent in the 24-hour call center often receives some harassing calls, which is entirely the responsibility of the customer. Many times, some customer service staff backed out and felt that they couldn't do it anymore. Therefore, customer service personnel need to have a positive attitude and never give up. These have a lot to do with the atmosphere of the team. If the whole customer service team is a positive team, many unhappiness among employees can be naturally resolved in this good team atmosphere. If not, it's up to you to solve it slowly.

(3) Have the ability of self-control and mood adjustment.

What do you mean by the ability of self-control and adjustment of emotions? For example, if you receive 100 customers every day, you may be scolded by the first customer, so your mood will become very bad and depressed. You can't go home, and 99 customers are still waiting for you. At this time, will you transfer the unhappiness brought by the first customer to the next customer? This requires controlling and regulating your emotions. Because for customers. You will always be his first. In particular, some online service personnel in the customer service call center have to accept about 400 complaints and consultations a day. You need to keep the same enthusiasm for every customer, as long as there is a mistake in the middle and an unpleasant quarrel with the customer. It's hard for you to face all the customers in the back with a particularly good attitude. Therefore, the psychological quality of excellent customer service personnel is very important.

(4) Be "not surprised". Nervous.

The so-called resilience refers to the ability to effectively deal with some emergencies. As a customer service staff, you face different customers every day, and many times customers will bring you some realistic challenges. For example, customer service personnel working in hotels, retail stores and call centers may encounter some challenging situations. Sometimes you will encounter some unreasonable customers quarreling. At this time, as a customer service staff, what should you do? Some young customer service staff may suddenly cry with fear. I have never seen such a thing. Why are customers so unreasonable? Call the police! Call! And some very experienced customer service staff can handle this matter safely. This requires customer service personnel to make certain contingency preparations. Especially when dealing with some customers' vicious complaints, we should be calm.

(5) Have sufficient emotional support.

Customer service personnel need to provide the best and most thoughtful service to every customer, and can't hold back. Moreover, it takes great enthusiasm to treat the first customer and the last customer. For every customer, the customer service staff is the first time. The customer doesn't know that you received 200 calls in front, but only knows that you are answering my phone now, and doesn't understand that you are already very tired. Everyone's ability to support this full of emotions is different. Generally speaking, the longer the working hours, the stronger the support ability of the customer service staff with full emotional input.

2, personality quality requirements

(1) Patience and tolerance are the virtues of excellent customer service staff.

Patience and tolerance are a magic weapon and a virtue in the face of unreasonable customers. Customer inventory personnel need to be tolerant and understand customers. The real customer service is to satisfy customers according to their own preferences. Customers' personalities are different, so are their outlook on life, world outlook and values. Even if this customer can't be a friend in your life, he is a customer in your work, and you should treat him better than a friend, because this is your job. You should have strong endurance, tolerate some unreasonable customers and some petty customers. Because many customers are sometimes like this, haggle over every ounce, make trouble without reason, importune, and whatever happens.

(2) a strong sense of collective honor

Customer service emphasizes team spirit. Customer service personnel in enterprises need to help each other and must have team spirit. People often say that a team is particularly United and cohesive. What does this mean? This mainly means that every player doesn't score goals for himself, and everything he does is for the team to win. The same is true for customer service staff. Everything you do is not to express yourself, but to do a good job in customer service of the whole enterprise. This is the sense of honor of the team, and this is the team spirit.

(3) Be brave in taking responsibility

Customer service personnel often have to bear all kinds of responsibilities and mistakes. Colleagues often pass the buck to each other when problems arise. Customer service is the service window of the enterprise, and it is necessary to solve the contradiction caused by all the losses brought by the whole enterprise to customers. Therefore, in the customer service department, it cannot be said that this is the responsibility of other departments, and all responsibilities need to be solved through you. This is called taking responsibility.

(4) Don't promise easily, but keep your word.

For customer service staff, usually many companies have clear requirements: don't promise easily, and do what you say. Customer service personnel should not easily promise to do anything for customers, which will make their work passive. However, the customer service staff must honor their promises, and once they promise their customers, they must try their best to do so.

(5) Modesty is one of the elements of customer service.

It is a human virtue to have a modest heart. Modesty is very important A customer service staff needs to have strong professional knowledge, do everything and know everything, so it is possible that they are not modest and will think that the customer is speaking layman's words. Especially for maintenance personnel, modesty is more important. For example, most of the customer service staff in IT industry need to provide maintenance services at home. You rely on professional knowledge and skills to provide services. In this leading city, you may be an expert, and customers may speak a lot of layman's words. If the customer service staff does not have a modest attitude, they will show off their professional knowledge and expose their shortcomings in front of customers. This is a no-no for customer service. Customer service personnel have high requirements for service skills and professional knowledge, but they should not show off and treat customers as fools.

(6) Have the heart of fraternity and treat everyone sincerely.

Have the heart of fraternity and treat everyone sincerely. This kind of fraternity refers to the ideological realm of "all for me and all for me". Not many people do this. Japanese companies hire people with a spirit of fraternity when interviewing customer service staff.

3, skills and quality requirements

(1) Good language skills.

Good language skills are essential skills to achieve customer communication.

(2) Skilled "professional skills"

Skilled professional skills are a compulsory course for customer service personnel. Customer service personnel in every enterprise need to learn various professional skills.

(3) Good interpersonal communication skills.

Customer service personnel have good interpersonal communication skills, and communication with customers will become smoother.

(4) Elegant body language expression skills

Mastering elegant body language expression skills can reflect the professional quality of customer service staff. Elegant body language expression skills refer to a person's temperament, and the inner temperament will be expressed through the external image. Your gestures, your way of speaking and your smile all show whether you are a professional customer service staff.

(5) Rich industry knowledge and experience

Rich industry knowledge and experience is an essential weapon to solve customer problems. No matter what industry you do, you need professional knowledge and experience. Not only can you communicate with customers and apologize to them, but you should also become an expert in product knowledge and be able to explain the related questions raised by customers. Some problems may not be solved if the customer service staff can't become professionals. As customers. What I want most is the help of the service staff. Therefore, customer service personnel should have rich industry knowledge and experience.

(6) Good listening ability

Good listening ability is a necessary guarantee to realize customer communication.

(7) Have professional customer service telephone answering skills.

Professional customer service telephone answering skills are another important skill of customer service personnel. Customer service personnel must master how to answer customer service calls and how to ask questions.

(8) Quick thinking and insight into customers' psychological activities.

Insight into customers' psychological activities is the key to good customer service. Therefore, customer service personnel need to have these skills. Quick thinking and insight into customers and their psychological activities are the minimum requirements for the skills and quality of customer service personnel.

4, comprehensive quality requirements

(1) service concept of "customer first"

The service concept of "customer first" should always run through the customer service work. Therefore, customer service personnel need to have a customer-oriented service concept and an overall service concept.

(2) the ability to analyze and solve various problems

Excellent customer service personnel not only need to be able to do a good job in customer service, but also be good at thinking, put forward reasonable suggestions, have the ability to analyze and solve problems, and help customers analyze and solve some practical problems.

(3) the ability to coordinate interpersonal relationships

Excellent customer service staff should not only do a good job in customer service, but also be good at coordinating the relationship between colleagues to improve work efficiency. Interpersonal coordination ability refers to how to coordinate the relationship with your employees and colleagues in customer service department. Sometimes the tension and unhappiness between colleagues will directly affect the work effect of customer service. For example, some customer service executives often complain that their daily work is to coordinate the contradictions between subordinates. Many customer service staff are girls. There are many things when girls are together. Some contradictions are caused by trivial matters. As a result, the customer service supervisor has to mediate these contradictions every day.

(4) Ability to handle work independently

Excellent customer service staff must be able to handle their work independently. Generally speaking, enterprises require customer service personnel to be independent, that is to say, you should be able to handle many difficult problems in customer service independently.

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