Are you looking for a job in customer service? Do you have the skills that companies are looking for? Customer service jobs require employees to have a number of soft skills, and here are the top 10 soft skills that will benefit you on the job. Whether you are working with customers on the phone or in person, the following skills are important for you to master if you want to be successful in customer service.
You can learn how to speak these words on ELSA, under the Customer Service topic.
- Communication [kəmˌjunəˈkeɪʃən]
Being a clear communicator is key to customer service, because you need to be able to understand what the customer needs, and then articulate to your customers what your company can offer them in terms of your products and services. Your communication skills, of course, depends on your ability to pronounce words clearly. Other than your pronunciation, however, you should also speak loudly and use a cheerful voice, as those will all help you leave a good impression to your customers.
- Attention to detail [əˈtɛnʃən tu dɪˈteɪl]
Being great at customer service requires you to pay attention to the details of your company’s products and services. Your customers will often ask you a very detailed question about your product and service, and you need to be well informed enough to answer their questions correctly. This requires that you understand the ins and outs of your business, so you can be the most helpful to your customer. If you tend to forget the details, I recommend that you keep a notebook where you record commonly requested numbers and details, so you can quickly reference back to the notebook if you need it.
- Listening [ˈlɪsənɪŋ]
Listen carefully to your customer to know exactly what they need and how you can help them. If you are speaking to your customer over the phone, you should demonstrate active listening by saying “yes,” “I understand” and “that makes sense” to your customer. If you’re speaking to your customer in person, you can also show active listening through body language, such as nodding and making eye contact.
- Confidence [ˈkɑnfədəns]
When working with customers, you want to have confidence so you can feel in control of the situation. If you are unsure of yourself and your own abilities, the customer can often sense this and distrust what you are saying. To show your confidence, speak in a steady voice, don’t speak too quickly, and ask direct questions to your customers. Harvard University researchers found that your posture makes a big difference in how confident you feel. If you want to feel more confident, stretch with your hands reaching up toward the sky.
- Responsibility [riˌspɑnsəˈbɪləti]
A big part of working with customers is to be able to take responsibility by saying “I’m sorry,” whether it is a bug in the software, a late shipment, or a poor quality product. The problem is often not your fault, but you need to be able to sincerely apologize on behalf of your company. The customer is often upset or frustrated, but when they hear your genuine apology they will almost always feel better.
Practice speaking these words on ELSA as well as over 100 common phrases about customer service. Impress your interviewer with a perfect American English accent :).
Stay tuned for PART 2 – the next 5 important skills
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