Advertising
Advertising

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.

Advertising

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.

Advertising

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.

Advertising

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.

Advertising

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.

More by this author

Nick Lucs

Digital Marketing Specialist

5 Easy Ways To Bring New Customers Into Your Business This Fall The Ultimate List Of Customer Service Skills That Managers Need To Master

Trending in Career Advice

1 Clueless On Your Career? Sabbatical vs. Career Break 2 9 Tips for Starting a New Job and Succeeding in Your Career 3 10 Essential Career Change Questions To Ask Yourself This Year 4 10 Job Search Tools Every Jobseekers Need To Know About 5 If You Have This Key Behavior, You’ll Be More Successful Than 90% Of People

Read Next

Advertising
Advertising
Advertising

Last Updated on March 25, 2020

How to Set Ambitious Career Goals (With Examples)

How to Set Ambitious Career Goals (With Examples)

Taking your work to the next level means setting and keeping career goals. A career goal is a targeted objective that explains what you want your ultimate profession to be.

Defining career goals is a critical step to achieving success. You need to know where you’re going in order to get there. Knowing what your career goals are isn’t just important for you–it’s important for potential employers too. The relationship between an employer and an employee works best when your goals for the future and their goals align. Saying, “Oh, I don’t know. I’ll do anything,” makes you seem indecisive, and opens you up to taking on ill-fitting tasks that won’t lead you to your dream life.

Career goal templates’ one-size-fits-all approach won’t consider your unique goals and experiences. They won’t help you stand out, and they may not reflect your full potential.

In this article, I’ll help you to define your career goals with SMART goal framework, and will provide you with a list of examples goals for work and career.

How to Define Your Career Goal with SMART

Instead of relying on a generalized framework to explain your vision, use a tried-and-true goal-setting model. SMART is an acronym for “Specific, Measurable, Action-oriented, Realistic with Timelines.”[1] The SMART framework demystifies goals by breaking them into smaller steps.

Helpful hints when setting SMART career goals:

Advertising

  • Start with short-term goals first. Work on your short-term goals, and then progress the long-term interests.[2] Short-term goals are those things which take 1-3 years to complete. Long-term goals take 3-5 years to do. As you succeed in your short-term goals, that success should feed into accomplishing your long-term goals.
  • Be specific, but don’t overdo it. You need to define your career goals, but if you make them too specific, then they become unattainable. Instead of saying, “I want to be the next CEO of Apple, where I’ll create a billion-dollar product,” try something like, “My goal is to be the CEO of a successful company.”
  • Get clear on how you’re going to reach your goals. You should be able to explain the actions you’ll take to advance your career. If you can’t explain the steps, then you need to break your goal down into more manageable chunks.
  • Don’t be self-centered. Your work should not only help you advance, but it should also support the goals of your employer. If your goals differ too much, then it might be a sign that the job you’ve taken isn’t a good fit.

If you want to learn more about setting SMART Goals, watch the video below to learn how you can set SMART career goals.

After you’re clear on how to set SMART goals, you can use this framework to tackle other aspects of your work. For instance, you might set SMART goals to improve your performance review, look for a new job, or shift your focus to a different career.

We’ll cover examples of ways to use SMART goals to meet short-term career goals in the next section.

Why You Need an Individual Development Plan

Setting goals is one part of the larger formula for success. You may know what you want to do, but you also have to figure out what skills you have, what you lack, and where your greatest strengths and weaknesses are.

One of the best ways to understand your capabilities is by using the Science Careers Individual Development Plan skills assessment. It’s free, and all you need to do is register an account and take a few assessments.

Advertising

These assessments will help you determine if your career goals are realistic. You’ll come away with a better understanding of your unique talents and skill-sets. You may decide to change some of your career goals or alter your timeline based on what you learn.

40 Examples of Goals for Work & Career

All this talk of goal-setting and self-assessment may sound great in theory, but perhaps you need some inspiration to figure out what your goals should be.

For Changing a Job

  1. Attend more networking events and make new contacts.
  2. Achieve a promotion to __________ position.
  3. Get a raise.
  4. Plan and take a vacation this year.
  5. Agree to take on new responsibilities.
  6. Develop meaningful relationships with your coworkers and clients.
  7. Ask for feedback on a regular basis.
  8. Learn how to say, “No,” when you are asked to take on too much.
  9. Delegate tasks that you no longer need to be responsible for.
  10. Strive to be in a leadership role in __ number of years.

For Switching Career Path

  1. Pick up and learn a new skill.
  2. Find a mentor.
  3. Become a volunteer in the field that interests you.
  4. Commit to getting training or going back to school.
  5. Read the most recent books related to your field.
  6. Decide whether you are happy with your work-life balance and make changes if necessary. [3]
  7. Plan what steps you need to take to change careers.[4]
  8. Compile a list of people who could be character references or submit recommendations.
  9. Commit to making __ number of new contacts in the field this year.
  10. Create a financial plan.

For Getting a Promotion

  1. Reduce business expenses by a certain percentage.
  2. Stop micromanaging your team members.
  3. Become a mentor.
  4. Brainstorm ways that you could improve your productivity and efficiency at work
  5. Seek a new training opportunity to address a weakness.[5]
  6. Find a way to organize your work space.[6]
  7. Seek feedback from a boss or trusted coworker every week/ month/ quarter.
  8. Become a better communicator.
  9. Find new ways to be a team player.
  10. Learn how to reduce work hours without compromising productivity.

For Acing a Job Interview

  1. Identify personal boundaries at work and know what you should do to make your day more productive and manageable.
  2. Identify steps to create a professional image for yourself.
  3. Go after the career of your dreams to find work that does not feel like a job.
  4. Look for a place to pursue your interest and apply your knowledge and skills.
  5. Find a new way to collaborate with experts in your field.
  6. Identify opportunities to observe others working in the career you want.
  7. Become more creative and break out of your comfort zone.
  8. Ask to be trained more relevant skills for your work.
  9. Ask for opportunities to explore the field and widen your horizon
  10. Set your eye on a specific award at work and go for it.

Career Goal Setting FAQs

I’m sure you still have some questions about setting your own career goals, so here I’m listing out the most commonly asked questions about career goals.

1. What if I’m not sure what I want my career to be?

If you’re uncertain, be honest about it. Let the employer know as much as you know about what you want to do. Express your willingness to use your strengths to contribute to the company. When you take this approach, back up your claim with some examples.

If you’re not even sure where to begin with your career, check out this guide:

How to Find Your Ideal Career Path Without Wasting Time on Jobs Not Suitable for You

Advertising

2. Is it okay to lie about my career goals?

Lying to potential employers is bound to end in disaster. In the interview, a lie can make you look foolish because you won’t know how to answer follow up questions.

Even if you think your career goal may not precisely align with the employer’s expectations for a long-term hire, be open and honest. There’s probably more common ground than they realize, and it’s up to you to bridge any gaps in expectations.

Being honest and explaining these connections shows your employer that you’ve put a lot of thought into this application. You aren’t just telling them what they want to hear.

3. Is it better to have an ambitious goal, or should I play it safe?

You should have a goal that challenges you, but SMART goals are always reasonable. If you put forth a goal that is way beyond your capabilities, you will seem naive. Making your goals too easy shows a lack of motivation.

Employers want new hires who are able to self-reflect and are willing to take on challenges.

4. Can I have several career goals?

It’s best to have one clearly-defined career goal and stick with it. (Of course, you can still have goals in other areas of your life.) Having a single career goal shows that you’re capable of focusing, and it shows that you like to accomplish what you set out to do.

Advertising

On the other hand, you might have multiple related career goals. This could mean that you have short-term goals that dovetail into your ultimate long-term career goal. You might also have several smaller goals that feed into a single purpose.

For example, if you want to become a lawyer, you might become a paralegal and attend law school at the same time. If you want to be a school administrator, you might have initial goals of being a classroom teacher and studying education policy. In both cases, these temporary jobs and the extra education help you reach your ultimate goal.

Summary

You’ll have to devote some time to setting career goals, but you’ll be so much more successful with some direction. Remember to:

  • Set SMART goals. SMART goals are Specific, Measurable, Action-oriented, and Realistic with Timelines. When you set goals with these things in mind, you are likely to achieve the outcomes you want.
  • Have short-term and long-term goals. Short-term career goals can be completed in 1-3 years, while long-term goals will take 3-5 years to finish. Your short-term goals should set you up to accomplish your long-term goals.
  • Assess your capabilities by coming up with an Individual Development Plan. Knowing how to set goals won’t help you if you don’t know yourself. Understand what your strengths and weaknesses are by taking some self-assessments.
  • Choose goals that are appropriate to your ultimate aims. Your career goals should be relevant to one another. If they aren’t, then you may need to narrow your focus. Your goals should match the type of job that you want and the quality of life that you want to lead.
  • Be clear about your goals with potential employers. Always be honest with potential employers about what you want to do with your life. If your goals differ from the company’s objectives, find a way bridge the gap between what you want for yourself and what your employer expects.

By doing goal-setting work now, you’ll be able to make conscious choices on your career path. You can always adjust your plan if things change for you, but the key is to give yourself a road map for success.

More Tips About Setting Work Goals

Featured photo credit: Tyler Franta via unsplash.com

Reference

Read Next