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The Ultimate List Of Customer Service Skills That Managers Need To Master

The Ultimate List Of Customer Service Skills That Managers Need To Master

Have you ever said, “I would like to speak with a manager?”

Most people have.

When a customer has a really bad experience, talking with a manager is the easiest way to get their needs met. So, managers deal with grievances that are too difficult for employees to solve.

They struggle with a full range of personalities, all of whom feel that they’ve been misguided, underserved, or genuinely ripped off by a business.

To de-escalate these situations, managers need to master a full toolkit of customer service skills. These 30 must-have competencies empower even the newest manager to resolve even the trickiest customer service dilemmas:

Patience

Patience is an acquired virtue — people need to practice it to hone the skill. It’s also the backbone of a successful customer service manager. With patience, you can help connect people to solutions without rushing them or the process.

Advanced Communication Skills

The basics won’t cut it when it comes to communication skills. Managers need to become adept experts at conveying an idea or concept in a way that resonates with people. To practice this skillset, use easy-to-understand language and bring sincerity to the conversation with a clear voice.

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Confidence

Managers are the ultimate decision makers in difficult situations. To have a positive impact, they need to feel confident in their choices. A wishy-washy approach sends a negative message to both staff members and customers.

Good Judgement

Sometimes, managers need to break their own rules for the good of the business. The best leaders use discretion, and approach each issue as a separate case. When making exceptions to company policy, always act out of integrity.

Negotiation

Sometimes a customer won’t take no for an answer. In these types of situations, managers need to negotiate between the needs of both their team and the client.

A Growth Mindset

According to Carol Dweck, developing a growth mindset — or the belief that through hard work, feedback, and good strategies you can improve — is the key to success at anything. Practice a growth mindset by seeing every customer service challenge as an opportunity to develop as a manager.

Active Listening

Most people only remember 25 to 50% of what they hear. But by actively paying attention to the message of customers and showing that you’re listening, you can increase your retention rate.

If your customer feels heard, they’re a lot more likely to drop their hostility or issue.

Humility

If managers think they already know everything, they can’t learn from or help a customer. Humility brings a different tone to the conversation, communicating acceptance and a willingness to learn from a customer.

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Ability to Problem Solve

Sometimes, there’s not a clear solution to a customer service quandary. Rather than using a cookie-cutter response, the best managers come up with creative solutions to unique problems. For great examples, look at companies like Nordstrom and Zappos, who are famous for innovating in their customer service.

A Cool Head

Flying off the handle doesn’t help anyone. Maintaining cool neutrality (and not taking anything personally) gives managers the bandwidth to address an issue head-on without creating a bigger mess.

Empathy

Merriam-Webster Dictionary defines empathy as the ability to understand and share someone else’s feelings. Managers in every industry would benefit from putting themselves in the customer’s shoes in order to truly solve a problem.

Compassion

Despite its association with empathy, compassion is actually a different skill. It’s the desire to help relieve someone of their suffering. Practicing compassion at work brings a greater sense of purpose and dedication to customer service management as a vocation.

Conflict Resolution

Resolving conflicts starts with understanding. Do you really get the issue? Always mirror the exact words of customers back to them to make sure you’re hitting the mark. This kind of conflict resolution models the best behavior for employees too.

Technical Fluency

Customer service is a person-to-person activity that often takes place through advanced technology. Technical fluency with basic software programs is a necessary skill in the 21st-century customer service. Even a manager at a brick-and-mortar store may need to respond to a negative review on Yelp.

Mindfulness

Mindfulness is undoubtedly a buzzword — and it’s an important one. It refers to bringing awareness to one’s own thoughts, feelings, and sensations. Mindfulness brings calm acknowledgment to any crisis and diffuses rather than adds to toxic emotions to a conversation.

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Stress Management

Customer service is inherently stressful. During stressful conversations, managers need to step out of “fight or flight” mode to reduce their own stress level and that of their employees.

Generosity

Managers benefit from practicing generosity with their customers. If they can solve an issue by going above-and-beyond, it’s worth the lost revenue to protect the company’s reputation.

Basic Psychology

If managers have a basic understanding of psychology, they’re more likely to accurately pinpoint the type of customer you’re dealing with. Empowered with this understanding, they can make sure to appeal to the customer’s distinct personality type.

Time Management

It’s important that businesses respond to and resolve complaints as fast as possible. For customers, time is everything. By effectively using their time, managers optimize the likelihood of a happy client.

Deep Product Knowledge

Managers should know their products even better than their staff members. This kind of product knowledge makes it easier to identify and fix problems ASAP.

Saying “I’m Sorry”

A lot of people say “I’m sorry” the wrong way. Rather than take responsibility, they make excuses and minimize the problem. When apologizing, managers should always offer a clear solution and promise to do better next time.

Positive Thinking

Managers set the precedent — not just for other staff members — but for customers too. By thinking positive and looking for solutions, they’re more likely to appease the needs of everyone.

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Work Ethic

Customer service requires an incredible work ethic. Once you have solved one issue, you’re managing the next one. A work ethic keeps managers going, even at the end of a long shift.

Awareness of Body Language

Let’s say you return soup at a restaurant because it’s cold. If the manager comes to your table and apologizes with a scowl on their face and their arms folded, you know they don’t mean it. Managers need to be aware of the messages non-verbal they send every day.

Tone of Voice

Just as with body language, your tone of voice can ruin every customer experience. Sounding petty, exasperated, or frustrated won’t add up to a resolution. Keep your voice calm, strong, and consistent.

Strong Boundaries

When faced with raised voices, name calling, and verbal threats, managers need to practice strong boundaries. Sometimes, this means severing a relationship with a client or even getting the authorities involved.

Accountability

Managers need to hold themselves accountable to the promises they make to customers. Do you have a return policy? Stick to it. Accountability also creates consistency, which are two hallmarks of outstanding customer service.

Appreciation for Feedback

Bad feedback from customers isn’t necessarily bad. It can help managers to make the necessary improvements, pointing out issues before they start to affect the bottom line. The best managers practice appreciation when it comes to receiving even the worst feedback.

The Willingness to Ask for Help

By knowing when to ask for help, managers ensure that they’re never overwhelmed by too many issues at once. Asking general managers, business owners, or even CEOs for their input reinforces positive decisions.

Creating Closure

Managers need to end a customer service conversation when it’s over, especially when a client continues to harp on a now-resolved problem again and again. Ideally, managers finish an interaction once they have confirmed that the customer is satisfied with the resolution.

These 30 ultimate customer service skills enable managers to rise above any problem, no matter the severity of the predicament or the unique context at play. To offer an even stronger customer experience, spread these skills to your entire team. Share this list with your employees and incorporate the skills into onboarding and training programs.

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Nick Lucs

Digital Marketing Specialist

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Last Updated on August 10, 2020

10 Things You Should Do If You’re Unemployed

10 Things You Should Do If You’re Unemployed

Regardless of your background, times today are tough. While uneven economies around the world have made it incredibly difficult for many people to find work, the recent COVID pandemic has made things worse.

Regardless of age and qualification, stretches of unemployment have affected us all in recent years. While we might not be able to control being unemployed, we can control how we react to it.

Despite difficult conditions, there are many ways to grow and stay hopeful. Whether you’re looking for work, or just taking a breather between assignments, these 10 endeavors will keep you busy and productive. Plus, some may even help push your resume to the top of the next pile.

Here’re 10 things you should do when you’re unemployed:

1. Keep a Schedule

It’s fine to take a few days after you’re finished at work to relax, but try not to get too comfortable.

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As welcoming as permanently moving into your sweatpants may seem, keeping a schedule is one way to stay productive and focused. While unemployed, if you continue to start your day early, you are more likely to get more done. Also, keeping up with day to day tasks makes you less likely to grow depressed or inactive.

2. Join a Temp Agency

One of the easiest ways to bridge the gap between jobs is to find temporary work, or work with a temp agency. While many unemployed people job hunt religiously, rememberer to include temp agencies in the search.

While not a permanent solution, you will be in a better position financially while you search for something permanent.

3. Work Online

Another great option if you’re unemployed is online work. Many different sites offer a variety of ways to make money online, but make sure the site you’re working for is reputable.

Micro job sites such as Fiverr and Upwork as well as sites that pay for you to take surveys, are all quick, legitimate options. While these sites sometimes offer lower pay, it’s always better to move forward slowly than not at all.

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Here’s How to Find and Land a Legit Online Work from Home Job.

4. Get Organized

Unemployment is an excellent opportunity to get organized. Embark on some spring cleaning, go through old boxes, and get rid of the things you don’t need. Streamlining your life will help you dive head first into the next chapter, plus it helps you feel like your unemployed time is spent productively.

Try these tips: How to Organize Your Life: 10 Habits of Really Organized People

5. Exercise

Much like organizing your life, another good way to keep yourself enthusiastic and healthy is to exercise. It doesn’t take much to get slightly more active, and exercise can help you stay positive. Even a walk around the block a few times a week can do a lot for keeping you motivated and determined. If you take care of yourself, you can make the most of this extra time.

6. Volunteer

Volunteering is an excellent way to use extra time when you’re unemployed. Additionally, if you volunteer in an area related to your job qualifications, you can often include the experience on your resume.

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Not only that, doing good is a true mood booster and is sure to help you stay optimistic while looking for your next job.

7. Improve Your Skills

Looking for ways to increase your job skills while unemployed is a good way to move forward as well. Look for certifications or training you could take, especially those offered for free.

You can qualify more for even entry level positions with extra training in your line of work, and many cities or states offer job skills training. Refreshing your resume, and interview and job skills may make your job hunt easier.

8. Treat Yourself

Unemployment can be trying and tiring, so don’t forget to treat yourself occasionally. Take a reasonable amount of time off from your weekly job hunt to recharge and rest up. Letting yourself rest will maximize your productivity during the hours you job search.

Even if you don’t have extra money for entertainment, a walk or visit to the park can do wonders to help you go back and attack your job hunt.

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9. See What You Can Sell

Another good way to bridge the gap between jobs is to sell unused possessions. eBay and Amazon are both secure sites, but traditional garage sales are a fine option too. Sell off a few video games, or some electronics, for some quick and easy cash while you figure out a permanent solution.

10. Take a Course

Much like training and certifications, taking a class can be a good way to keep yourself sharp while unemployed. Especially when you’re between jobs, it can be easy to forget this option, as most courses cost money. Don’t forget the mass of free educational tools online: 25 Killer Sites For Free Online Education

Keeping your brain sharp can help you stay focused and may even help you learn some new, relevant job skills.

The Bottom Line

While unemployment numbers are still high, there are many things you can do to better yourself and move forward. While new skills to aid your job hung might seem out of reach, there are plenty of free ways to get ahead, online and off.

Additionally, don’t forget that taking time for yourself can do wonders for keeping you productive in your job hunt. While it is a challenge, don’t give up–being unemployed can offer you extra time to better yourself, and possibly grow more qualified to find work.

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Featured photo credit: neONBRAND via unsplash.com

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