The Key Qualities of a Customer Service Superstar
Multiple research reports show that customers were willing to spend more with a company that they felt provided an outstanding customer experience and excellence in customer service. Good customer service will elevate your organisation, while bad customer service can really set back your company’s reputation and profits. There are certain attributes and qualities that set excellent customer service employees apart. Identifying and developing the following traits is the quickest way to becoming a customer service superstar:
Patience is a virtue. We have all heard that saying before. It is also an attribute that those highly skilled in customer service constantly demonstrate. Staying patient with an indecisive or difficult customer demonstrates very clearly that each and every customer interaction is important and valued. Take the time to truly figure out what your customer’s needs are and respond in a patient, friendly and efficient manner. Remember, customers prefer to receive competent service rather than feel like they have been rushed out the door or off the phone!
Attentiveness is the ability to be observant and alert and to pay close attention to someone or something. Attentiveness in customer service means really listening to customers, being alert to buying signals and non-verbal cues and observing their actions and reactions to comments or products. To deliver and exceed expectations you need to pay attention. Attentiveness is providing the sense that the most important person in the room is your customer. It means being present and thinking about the real meaning behind their words. This helps to provide a relevant and informative response or solution. Showing care for every customer will provide a positive outcome every time.
Tenacity is the attribute of persistence, determination and perseverance. It is a quality displayed by people who just won’t quit. This attribute is important in every role and endeavour in your personal and working life. Being willing to do what needs to be done, to resolve any issues and not take shortcuts is a key attribute displayed by tenacious customer service professionals. Many memorable customer service stories tell of a single employee who was willing to go the extra mile to help someone out. Many of these stories are told in the context of the huge impact the individual effort had on the business and on the customer.
Willingness to learn
A genuine willingness to learn is another key attribute required by all client-facing employees. We are all working in a rapidly changing workplace that requires constant learning and upskilling. New learning could relate to new systems, technology, products and services. It could also relate to changed policies and procedures and updates to legislation and regulations that are relevant to your industry sector. Consider every learning and development opportunity as a way to increase your personal intellectual capital.
Development opportunities can also come from customers. Not only is it important to be attentive to individual customers, it’s also important to be attentive to the feedback that you receive. Rather than looking at this type of feedback as a negative, you should view it as an opportunity to find out what is not working, what you could do better or how you could improve the customer experience. Honestly reflect on their feedback and consider how you can apply it into improved personal performance.
There are a lot of metaphors about people who stay calm such as ‘keeps their cool’ and ‘staying cool under pressure’ but they all represent the same thing – developing the ability to stay calm and even influence others when things get a little hectic. The customer service professional knows that it is not helpful to get rattled during busy times or to let an angry customer force them to lose their cool. In fact it is their job to try to project efficiency and capability in the interest of achieving a desirable outcome for the customer.
When it comes to providing outstanding customer service, it’s the people who make all the difference. While it certainly takes time, training, practice and dedication to become a superstar in customer service, it doesn’t have to be that hard when you know where exactly to focus your efforts on. Check out LMA’s Exceptional Customer Service course to further develop you or your team’s to become customer service superstars.