![\"customer](\"https:\/\/ctsvietnam.vn\/wp-content\/uploads\/images\/News\/Blog\/Blog%2008%20-%20Customer%20Service%20and%20Handling%20Complaints\/customer-service-handling-complaints.png\")
<\/p>\nively handling and resolving customer complaints is vital to any organisations\u2019 customer service and success. Providing first class customer service is about creating the right impression first time – a must for front line staff. To be successful at customer service requires an understanding of customer expectations and the skills to exceed that expectation, even when faced with difficult customers.<\/p>\n
The 8 must-have skills below is most important that everyone involved in customer service should use in their daily interactions with customers.<\/p>\n
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1. Effective Listening<\/strong> 2. Attentiveness<\/strong> 3. Patience<\/strong> 4. Self-control<\/strong> 5. Taking Reponsibility<\/strong> 6. Positive Language<\/strong> 7. Persuasive Speaking Skills<\/strong> 8. Clear Communication Skills<\/strong> TIPS:<\/strong> 2. Willing to improve:<\/strong>\u00a0if you\u2019re not seeking to get better at what you\u2019re doing, you might end up being left behind by those willing to invest in their skills and self-improvement.<\/p>\n ———————————————
\nListening isn\u2019t just about hearing. A good listener will not only listen to what is being said, but also what is left unsaid or partially said.<\/p>\n
\nPaying attention to what the customer are saying will help them feel that you \u00a0do listening and caring about their problems.<\/p>\n
\nIn the situations that you need to deal with confused, frustrated and angry customers, patience is a real virtue and the way you respond to those customers will either calm them down or hype them up.<\/p>\n
\nMaintaining self-control is paramount in customer service. It means that you need \u00a0to treating each customer interaction separately regardless of how bad the previous one was.<\/p>\n
\nIt starts first of all with being able to sincerely apologize to a customer on behalf of your company, even when a problem or a situation that caused customer\u2019s frustration was not your fault at all.<\/p>\n
\nThe way you express yourself will affect whether your message is perceived positively or negatively. Ability to use \u2018positive language\u2019 and avoid negative phrases will more likely leave your customers feeling satisfied.<\/p>\n
\nThe secret of persuasive speaking is putting the verbal focus on the target of persuasion (the customer), rather than on the speaker.<\/p>\n
\nAn ability to communicate clearly and effectively verbally and written \u00a0is essential. It also involves avoiding miscommunications that might lead to misunderstandings and unwanted consequences.<\/p>\n
\n1. Time managment<\/strong>: pass a customer over to someone who can help them, when you simply cannot help a customer, whether it\u2019s because you don\u2019t know how or you\u2019re not authorized to do it.<\/p>\n
\nCTS offers a wide range of training courses at premium conference venues in Ho Chi Minh City. Insights from the course facilitator, as well as delegates from a wide range of companies and industries, make our public training courses a rich learning and networking experience.<\/p>\n