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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 May 22, 2019

50 Great People To Follow On LinkedIn, No Matter Your Industry

50 Great People To Follow On LinkedIn, No Matter Your Industry

LinkedIn is an excellent platform to network with great people to help you in your career and businesses. However, with over 575 million people on the site, who should you follow? This list will steer you to the right people to follow, organized by categories of expertise.

Job Search Experts

You will likely have several jobs throughout the course of your career, and you will constantly need advice on new trends and strategies out there in the job market. Here are the LinkedIn experts who you should follow on these matters.

1. Liz Ryan is the CEO and founder of Human Workplace. Her articles on job searching are filled with creative and colorful cartoons.

2. Lou Adler is the author of The Essential Guide for Hiring and Getting Hired.

3. Dr. Marla Gottschalk will help you make an impact in a new job.

4. Hannah Morgan runs CareerSherpa.net, where she gives expert advice on job searching and how to be more visible online.

5. Alison Doyle is the CEO and Founder of CareerToolBelt.com.

Management Experts

They say that people leave managers, not jobs. These experts in LinkedIn will help you become your employees’ dream manager.

6. Jeff Weiner. How can we leave out the CEO of LinkedIn himself?

7. Nozomi Morgan is an executive coach. She can help you transition from a boss to a true leader.

8. Mickey Mikitani is the CEO of Rakuten. He constantly shares his expertise in managing a global player in e-commerce platforms.

9. Andreas von der Heydt was the head of Amazon’s Kindle Content and now the Director of Talent Acquisition. He has extensive experience in management, branding, and marketing.

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Productivity Experts

By maximizing your productivity, you can win in all aspects of life. The following LinkedIn experts will help you win big in your career.

10. Gretchen Rubin is a happiness coach and the bestselling author of the The Happiness Project.

11. Carson Tate is the founder of Working Simply. She advises us to include play in our schedules.

12. Greg Mckeown is an essentialist. Part of being an essentialist is saying no to many things so that we can focus on the things that matter.

13. Brian de Haaff, CEO of Aha! Labs Inc. provides strategies on how to be productive and happy at work at the same time.

Marketing Experts

14. Sujan Patel is VP of Marketing at When I Work, an employee scheduling software. He is an expert in content marketing and he even shares his ideas on content marketing in 2020.

15. Megan Berry is the Head of Product Development at Rebelmouse, a content marketing and AlwaysOn powerhouse.

16. Sean Gardner will help you navigate the social media landscape. This includes how to use different platforms to help accelerate your career. He is also the bestselling author of The Road to Social Media Success.

17. Christel Quek is an digital and marketing expert. She is the VP of South East Asia at Brandwatch. Their products help businesses utilize social media data to make better business decisions.

18. Jeff Bullas is a digital marketing expert. His blog has over 4 million readers annually.

19. Michael Stelzer is the CEO and Founder of social media powerhouse site, Social Media Examiner.

20. If you’re looking for inbound and content marketing expertise, follow Dharmesh Shah, Founder and CTO of Hubspot.

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21. David Edelman is a McKinsey partner and is at the helm of the Digital Marketing Strategy Practice Department.

22. Dave Kerpen leads the social media software company Likeable Local. He is the author of Likeable Social Media: How to delight your customers.

23. Clara Shih is the CEO of Hearsay Social and the author of The Facebook Era.

24. Aaron Lee is Grand Master of Customer Delight at Post Planner. He is an excellent resource for everything social media.

25. David Sable is the CEO of Y&R, one of the largest advertising firms in the world.

26. Content marketing trumps traditional marketing these days, and who else better to lead you in this area than Joe Pulizzi, Founder of Content Marketing Institute.

Personal Branding Experts

Part of what we market in our personal career is our brand. When people hear your name, what kind of brand comes into their mind? What traits and qualities do they associate with you?

Here are some personal branding experts from LinkedIn to improve your own brand.

27. Dorie Clark is the author of Stand Out and Reinventing You. He can help you craft the professional image you’ve always wanted.

28. Dan Schawbel is the managing partner of Millennial Branding. If you’re a millennial, Dan is the guy to help you craft your personal brand.

Other Notable Experts to Follow

29. Lisa Gates is the expert to follow if you’re negotiating for higher salaries and promotions.

30. If you’re a Baby Boomer, Marc Miller will help you navigate the continually changing landscape of the workplace.

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31. To avoid getting your resumé moved to the “No” pile, read Paul Freiberger’s excellent advice.

32. James Caan provides insightful ideas on careers in general. He is also a serial entrepreneur.

33. Jeff Haden writes on various topics, such as leadership and management. He is the owner of Blackbird Media.

34. If you’re looking for expert business advice on getting new customers and keeping them, follow Jay Baer.

35. Suzanne Lucas, aka Evil HR Lady, is a great human resources specialist.

36. If you need help in using Twitter to boost your career, Claire Diaz-Ortiz can guide you in the right direction.

37. Ryan Holmes is the CEO of Hootsuite, a social media management tool.

38. Customers are the lifeblood of a business and Colin Shaw focuses on revolutionizing this customer experience.

39. Brian Solis often reflects on the future of business and how technology can disrupt our world.

40. Nancy Lublin provides advice on more lighthearted topics, which are perfect after a long day’s work. She is the CEO behind Dosomething.org, a portal designed for social change; and the founder & CEO of Loris.ai and Crisis Text Line.

41. Katya Andresen provides advice on how to manage your career. She was the CEO of Cricket Media and now responsible for the SVP Card Customer Experience at Capital One.

42. Gallup has created a system to test what your strengths are and how to use them at work. Jim Clifton is the CEO of Gallup.

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43. Adam Grant is a Wharton Professor and the author of Give and Take, which provides advice on why being helpful at work can accelerate your career.

44. Hunter Walk is a partner at Homebrew Venture Capitalist Company and has specialty in product development and management.

45. If you’re running a nonprofit organization, follow Beth Kanter for expert advice on this area.

46. Emotional Intelligence is necessary to succeed in your career, and Daniel Goleman is your expert for that.

47. Rita J. King connects science, technology and business.

48. Tori Worthington Rose is a Creative Director at Mary Beth West Communications, LLC. She has extensive experience in sales and digital media.

49. If you’re looking for some advice on how to use writing and personal content marketing to boost your career, follow Ann Handley.

50. Tim Brown is the CEO at IDEO and shares his insights on Leadership and Creativity.

These are just some of the key thought leaders and movers in various industries. They will provide you with constant inspiration, as well as the willpower to pursue the career that you’ve always wanted. Their stream of expert ideas in their respective fields will help you become well-equipped in your professional pursuits.

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Featured photo credit: LinkedIn Sales Navigator via unsplash.com

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