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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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Published on October 8, 2019

How to Advance Your Career (and the Big Mistakes You May be Making)

How to Advance Your Career (and the Big Mistakes You May be Making)

The late writer William S. Burroughs once said that “When you stop growing, you start dying.” It might have a morbid undertone, but it’s one hundred percent true in terms of one’s career.

The days of finding a job with one company that you can stick with for 30 years, and simply relax as you move up its company escalator are few and far between in today’s world. This isn’t necessarily bad news. On the contrary, it means that you’re the one in charge of shaping your career advancement.

By putting these principles and behaviors into practice, you’ll begin to see how to advance your career quickly. Ready? Let’s get started…

1. Define What Success Is for You

There’s no right or wrong definition of what success in your career looks like. The important thing is to figure out what success looks like for YOU. It might, and probably will, change along the way, but if you don’t have some sort of milestone on the horizon, then you won’t know which direction to go in.

Think about success in your career in terms of one year, five years, and 10 years. Once you have that, it’s time to lace up your boots and get to work.

2. Learn How to Develop and Follow a Plan

Nobody just stumbles upon success accidentally. Sure, they may stumble upon breakthroughs or new methods accidentally, but all success stories have one thing in common — a plan.

Establish a timeline for the things that you want to achieve in your career in the next year, five years, 10 years, and so on. Consider the skills that you’ll need to learn to make these things happen and work on acquiring them.

3. Surround Yourself With Those Better Than You

It’s a rule of thumb among musicians that if you want to get better, then you need to get out of the bedroom and play with people who are better than you.

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By surrounding yourself with people who are better than you and where you want to be, you’ll not only see how these people climbed to where they are in their respective fields, but you’ll learn from them and naturally want to push yourself to be better in your own job as well.

4. Seek Out a Mentor(s)

A mentor will not only be able to help you refine and reach your career goals, but will be invaluable in landing promotions and finding unadvertised job openings.

One unique approach is to work on fostering a relationship with a mentor both within and outside of your company. This will help in giving you different perspectives as you rise up through the ranks in your company and career overall.

5. Stop Wasting Your Mornings

You may not think you’re a morning person, but if you can learn to be one, you’ll thank yourself 10 years down the road.

Prepare a to-do list of tasks that you want to accomplish the day before and work on knocking them out for at least one hour before you respond to morning emails. The problem with responding to emails first, is you’re giving your attention to somebody else’s agenda, instead of plotting your own course for the day.

6. Arrange or Attend a Networking Party

If you’re attending networking events simply because you might get a few free drinks, you’re doing them wrong. These events are great for meeting new people and forming relationships. Your goal shouldn’t be to get hired by the end of the night, but to simply make a good impression by being friendly and authentic. So what’s next?

Reach out a few days later via email or on social media to follow up and connect!

7. Pick Up Some New Skills

Nobody wants to be the old dog that can’t learn any new tricks. To move up in your career, you’re going to likely need to pick up new skills along the way. Maybe your company offers on-the-job training or you have the option of taking online classes at night.

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By learning new skills, you’ll not only be able to expand upon what you can already do, but you’ll make yourself more valuable to your employer and future employers.

8. Exploit the Benefits Already at Your Disposal

Remember what we just said about the possibility of your company providing on-the-job training? Take advantage of these sorts of benefits!

If you’re working for a company that allows you to job shadow other employees or has company mixers, you should attend these. They not only allow you to develop your skills within the company, but show seasoned executives within your field that you’re interested in more than just clocking in for a paycheck.

9. Make Yourself Indispensable

Good help is hard to find and employers want to retain outstanding employees. If you can learn to make yourself indispensable to your company, you’ll not only communicate that you’re successful, but will have a lot more job security. What’s this entail though?

It’s actually not all that difficult. By being reliable, adapting to new challenges, and holding your own work and performance to a high standard, you’ll stand out among your peers and others will take notice. Easy enough, right?

10. Get Off the Fence

People who advance in their careers are those who don’t shy away from voicing their opinion and stand up with authority when the opportunity arises.

If a problem arises in your company and you think you might have a solution or are willing to work to find one, then let others know. Employers value and promote problem solvers. Start off with something small and work your way up towards tackling more difficult tasks and projects.

11. Don’t Wait for More Responsibility, Ask for It

If you want more responsibility in your job, then be open about it with your manager. Your manager may be so busy with their own work that they weren’t aware you were looking for more challenges.

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Just make sure you can handle it and that you already show strong performance in your current duties. And if your manager doesn’t seem supportive about offering you more responsibility, well, then it could be time to look for new employment.

12. Stop Wasting Time on What You Don’t Want

If your career goals start with “I should do this…” there could be a problem. This kind of language in referring to goals can doom them to failure because the want isn’t there.

Consider using the RUMBA method (Reasonable, Understandable, Measurable, Behavioral and Agreed) when setting your goals. That “agreed” part should really be “want.” By going after career goals that you actually want to accomplish, you’re much more likely to achieve them.

13. Seek Out Feedback and Apply It

Simply doing your job might not always push you up in your career advancement. Too often, employees just assume that their bosses will notice their performance strides and reach out when the time is right to advance.

Don’t be afraid to regularly seek out feedback and ask for constructive criticism. It not only shows that you value your manager’s opinion but demonstrates that you care about your job and want to become better in your chosen field.

14. Pick Your Bosses Wisely

Advancing in your career can move a lot quicker if you’re working for the right people. If your boss isn’t any good at their job or doesn’t value you, then moving up could become difficult.

A great boss though, will be able to help you capitalize on your strengths and be an advocate for your success. If there aren’t any strong developers of talent in your management chain already, then look around for some and seek them out as mentors.

15. Learn to Develop Your Sense of Timing

The odds of asking for a promotion or raise are in your favor with over 70 percent of respondents to a survey from PayScale reporting some success. One thing to keep in mind that can make all the difference is when you ask.

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Some corporate cultures may prefer that employees reach out about advancement during their annual review, but maybe you work for a more free-spirited startup. The best approach may be to take note of when others advance and ask about how the organization handles employee development.

16. Work Hard and Promote Yourself

Working hard and delivering a solid job performance are the keys to advancing in your career no matter what field you’re in. This doesn’t mean you need to be completely humble about your accomplishments either.

Keep a record of your positive impact within the organization and let others both within your company and your field know that you’re enthusiastic about your role and work.

17. Don’t Just Build Your Network… Cultivate It

It’s way too easy to add new people to your LinkedIn network and then forget about them for all eternity. Rather than just collecting business cards or social media contacts, you should be cultivating relationships with the ones you already have.

Follow up with people that you haven’t spoken to in a while, offer to connect them with somebody you know in their field, or ask about a new job title they may have taken on. Doing so could be the spark that leads to a potential job referral.

18. Join a Professional Organization

The National Association of (insert your industry here) and other professional organizations can still offer a great wealth of advantages from networking to industry insights, and skill development.

Even outside of professional organizations dedicated to particular job fields, civic organizations can also be fantastic for making new contacts. After all, so much about career advancement is who you know, and you never know who you’ll meet who knows somebody else who is looking for someone with your skills and experience.

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Featured photo credit: JESHOOTS.COM via unsplash.com

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