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

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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.

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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

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Last Updated on August 25, 2021

Why Personal Branding Is Important to Your Career

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Why Personal Branding Is Important to Your Career

As a recruiter, I have met and interviewed hundreds of candidates who have no idea who they are.

Without a personal brand, candidates struggle to answer the question: “tell me about yourself—who are you?” They have no idea about who they are, what their strengths are, and how they can add value to the company. They present their CV’s believing that their CV is the key to their career success. In some ways, your CV still has its use. However, in today’s job market, you need more than a CV to stand out in a crowd.

According to Celinne Da Costa:[1]

“Personal brand is essentially your golden ticket to networking with the right people, getting hired for a dream job, or building an influential business.” She believes that “a strong personal brand allows you to stand out in an oversaturated marketplace by exposing desired audiences to your vision, skillset, and personality in a way that is strategically aligned with your career goals.”

A personal brand opens up your world to so many more career opportunities that you would never have been exposed to with just your CV.

What Is Your Personal Brand?

“Personal branding is how you distinctively market your uniqueness.” —Bernard Kelvin Clive

Today, the job market is very competitive and tough. Having a great CV will only let you go so far because everyone has a CV, but no one else has your distinct personal brand! It is your personal brand that differentiates you from everyone else and that is what people buy—you.

Your personal brand is your mark on the world. It is how people you interact with and the world see you. It is your legacy—it is more important than a business brand because your personal brand lasts forever.

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I have coached people who have very successful careers, and they come to me because they have suddenly found that they are not getting the opportunities or having the conversations that would them to their next role. They are having what I call a “career meltdown,” all because they have no personal brand.

A personal brand helps you become conscious of your differences and your uniqueness. It allows you to position yourself in a way that makes you stand out from the pack, especially among other potential job applicants.

Don’t get me wrong, having a great CV and a great LinkedIn profile is important. However, there are a few steps that you have to take to have a CV and LinkedIn profile that is aligned to who you are, the value you offer to the market, and the personal guarantee that you deliver results.

Building your personal brand is about strategically, creatively, and professionally presenting what makes you, you. Knowing who you are and the value you bring to the table enables you to be more informed, agile, and adaptable to the changing dynamic world of work. This is how you can avoid having a series of career meltdowns.

Your Personal Brand Is Essential for Your Career Success

In her article, Why Personal Branding Is More Important Than Ever, Caroline Castrillon outlines key reasons why a personal brand is essential for career success.

According to Castrillon,[2]

“One reason is that it is more popular for recruiters to use social media during the interview process. According to a 2018 CareerBuilder survey, 70% of employers use social media to screen candidates during the hiring process, and 43% of employers use social media to check on current employees.”

The first thing I do as a recruiter when I want to check out a candidate or coaching client is to look them up on LinkedIn or other social media platforms, such as Facebook, Instagram, and Twitter. Your digital footprint is the window that highlights to the world who you are. When you have no control over how you want to be seen, you are making a big mistake because you are leaving it up to someone else to make a judgment for you as to who you are.

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As Jeff Bezos, the founder of Amazon, once said, “Your brand is what people say about you when you are not in the room.”

In her book, Becoming, Michelle Obama writes about the importance of having a personal brand and her journey to defining her personal brand. She wrote that:

“if you don’t get out there and define yourself, you’ll be quickly and inaccurately defined by others.”

When you have a personal brand, you are in control. You know exactly what people will say about you when you leave the room.

The magic of a personal brand is that gives you control over how you want to be seen in the world. Your confidence and self-belief enable you to leverage opportunities and make informed decisions about your career and your future. You no longer experience the frustrations of a career meltdown or being at a crossroads not knowing what to do next with your career or your life. With a personal brand, you have focus, clarity, and a strategy to move forward toward future success.

Creating your personal brand does not happen overnight. It takes a lot of work and self-reflection. You will be expected to step outside of your comfort zone not once, but many times.

The good news is that the more time you spend outside of your comfort zone, the more you will like being there. Being outside of your comfort zone is where you can test the viability of and fine-tune your personal brand.

5 Key Steps to Creating Your Personal Brand

These five steps will help you create a personal brand that will deliver you the results you desire with your career and in life.

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1. Set Your Personal Goals

What is it that you want to do in the next five years? What will your future self be doing in the next five to ten years? What is important to you? If you can answer these questions, then you are on the right path. If not, then you have to start thinking about them.

2. Create Your Unique Value Proposition

Create your unique value proposition by asking yourself these four questions:

  1. What are your personality features? What benefit do you offer people?
  2. Who are you and why do people enjoy working with you?
  3. What do you do and what do people want you to do for them? How do you solve their problems?
  4. What makes you different from others like you?

The answers to these questions will give you the information you need to create your professional story, which is the key step to creating your personal brand.

3. Write Your Professional Story

Knowing who you are, what you want, and the unique value you offer is essential to you creating your professional story. People remember stories. Your personal story incorporates your value proposition and tells people who you are and what makes you unique. This is what people will remember about you.

4. Determine Which Platforms Will Support Your Personal Brand

Decide which social media accounts and online platforms will best represent your brand and allow you to share your voice. In a professional capacity, having a LinkedIn profile and a CV that reflects your brand is key to your positioning in relation to role opportunities. People will be connecting with you because they will like the story you are telling.

5. Become Recognized for Sharing Your Knowledge and Expertise

A great way for you to promote yourself is by sharing knowledge and helping others. This is where you prove you know your stuff and you gain exposure for doing so. You can do this through social media, writing, commenting, video, joining professional groups, networking, etc. Find your own style and uniqueness and use it to attract clients, the opportunities, or the jobs you desire.

The importance of having a personal brand is not going to go away. In fact, it is the only way where you can stand out and be unique in a complex changing world of work. If you don’t have a personal brand, someone will do it for you. If you let this happen, you have no control and you may not like the story they create.

Standing out from others takes time and investment. Most people cannot make the change by themselves, and this is where engaging a personal brand coach is a viable option to consider.

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As a personal brand coach, working with my clients to create their personal brand is my passion. I love the fact that we can work together to create a personal story that defines exactly what people will say when you leave the room.

Other People’s Stories

Listening to other people’s stories is a great way to learn. In his article, 7 TED Talks About Personal Branding, Rafael Dos Santos presents the best Ted Talks where speakers share their stories about the “why,” “what,” and “how” of personal branding.((GuidedPR: 7 TED Talks About Personal Branding))

Take some time out to listen to these speakers sharing their stories and thoughts about personal branding. You will definitely learn so much about how you can start your journey of defining yourself and taking control of your professional and personal life.

Your personal brand, without a doubt, is your secret weapon to your career success. As Michelle Obama said,

“your story is what you have, what you will always have. It is something to own.”

So, go own your story. Go on the journey to create your personal brand that defines who you are, highlights your uniqueness, and the value you offer to the world.

Featured photo credit: Austin Distel via unsplash.com

Reference

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