There are many customer service skills that employees must possess to contribute to the success of a company.
Things such as friendly, proactive, going above-and-beyond all come to mind.
It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?
The five customer service training skills I’m going to share with you are ones that my management teams are currently training my employees with.
Across our venues, restaurants and bars, we have 150 team members operating within one of Canada’s most competitive hospitality districts (King West, Downtown Toronto); the far majority of these team members are customer-facing.
My business partners and I have built a reputation in the city and industry for having a next-level customer experience and it’s largely because of how we train our team on their customer service skills.
Related: What is Customer Experience
I share this information with you to give you some background information if you’re not familiar with me. However, the primary reasons is because I want you to know that this information is tried, tested and true.
I’m an operator, just like you!
I have a team I must support, just like you!
I’m looking for a competitive advantage with proven strategies, not advice from someone who just recites what they read online.
Before we get into the 5 Customer Service Skills, make sure to connect with me on LinkedIn and let me know which Customer Service Skill you like the most – I’d be happy to answer any further questions you may have after reading the article!
Without further adieu, I present you the five new customer service skills your employees need:
Customer Service Skill #1: Understand the 3 Customer Personality Types
You can’t deliver the same experience to every single customer and have great customer service skills.
Because some gestures – whether it’s your tone, the questions you ask the customer or your dialogue – will engage some customers and alienate others.
A decade ago, when I was working within a call centre as a customer service agent in Vancouver, I started to document different customer traits and behaviours.
Why was it that customers in different regions reacted differently to how I answered the phone?
Why did some customers not care to talk about the local sports team?
Why did some customers want to talk about the weather?
I was interested in the answers to these questions…so I investigated further.
After months of taking notes, I recognized that each customer has a different definition of success when doing business with a company.
Eventually, I created something I now refer to as The 3 Common Customer Personality Types.
I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus
The Director Style Personality Type
Let’s pretend James Bond was your customer.
What attributes does he have?
He’s reserved, to the point in his conversation and conducts very little chit chat.
Now, think of this customer in your business. What do they value the most and how are they defining a great customer experience? I’d suggest:
- Team members with high product knowledge
- They want to lead the customer experience
- Time efficiency matters to them
- Their questions get answered quickly
The director style customer personality is a great customer to have because often their experience with your company is an efficient one. This is particularly great for retail and call centre experiences.
The Socializer Style Personality Type
I don’t know Ellen Degeneres personally but based on her show I’m going to assume she’s kind, speaks at length and is a great listener.
Does this remind you of one of your customers?
I bet it does! Now, how does the socializer define a successfully customer experience?
- Employees engaging in off-topic conversations
- They find transactional customer experiences rude
- A company that cares about their customers as a human being, not just a customer or a number
Here’s a tip! There is a big threat in doing business with the socializer personality type.
What do you think it is?
Time! They are the type of customer that will talk about this, that and everything while you have a line up of other customers in your queue. If your employees have the right customer service skills they will be able to effectively serve this personality type without cutting them off or be rude.
Continue reading below to see which skills your employees must have to provide a positive, efficient customer experience for Socializers.
The Passive Style Personality Type
Have you enthusiastically ever asked a customer,
“How’s your day going!”
And they replied with, “Good” without asking in return how your day is going?
I introduce you to the passive personality type. Some employees may label these customers as “boring” “low energy” or “not engaging.” For me, I think they are misunderstood.
Their attributes are defined as guarded, timid with expression.
But, I believe that for the most part this behaviour is likely because your company or industry have failed them before which is causing this demeanour of uncertainty. I suggest that your employees don’t write these customers off because they can become some of your most loyal customers! They are simply looking for a company that they can trust.
Each customer personality type may exhibit great company customer loyalty for different reasons. It’s your responsibility as a leader to train your team members on their customer service skills to elevate the customer experience.
Customer Service Skill #2: Patience
You may be thinking:
“Michel, you promised NEW customer service skills! Patience isn’t new to me!”
I know, I know. But, what I’m going to share with you is how to identify if your prospective employees have this customer service skill BEFORE you hire them. I don’t believe you can train patience very well as it’s a human behaviour that takes years to accomplish.
- What are some nuisances that really bother you in your personal life?
- How do you react to something frustrating you?
- What’s the most irritating thing that has happened to you this week?
These questions are asked to identify how the candidate is in their everyday life. You can make some sound assumptions on how they will behave as a team member of yours based on their responses.
If they respond with great detail on how things easily bother them then I’d be on guard as they may exhibit very little patience with your customers.
However, if the candidate appears to genuinely struggle to think of answers then you may have an all-star on your hands.
You can’t predict customer behaviours within your business but you can help your company by hiring team members who exhibit patience with your customers.
Customer Service Skill #3: Capture ideas and share them
Wouldn’t it be amazing if your employees regularly came to you with ideas on how to better the customer experience and help the company grow?
I’m so fortunate that this is what’s happening in my business. We constantly have team members, ones from different departments, sharing concepts with our management team.
The most valuable way that my company gathers ideas from our team is through our Employee Advisory Board (EAB). The EAB is a group of team members who represent each department across the company. They meet with me once per month for 2-4 hours to discuss the current state of the business. During my keynote speeches and workshops, I help companies understand the value of having an EAB and many companies have implemented one…I think you should too.
Do all of them get put into action? Not all, but many do! We are in this advantageous position as a company because we:
- Hire individuals who are inventive
- Have fostered a company culture where we promote new ideas
- Are willing to think differently and try new things
- Celebrate team member creativity
- Have created a framework and meeting structure where employees can share their concepts
I’ve always said, “you never know where your next great idea is going to come from.” I find that the best ideas come from the individuals who are the most customer-facing.
Who do you think invented Starbucks’ multi-billion dollar Frappuccino? You guessed it…frontline employees.
Customer Service Skill #4: Collect Customer Intelligence
Within my business, customer intelligence is the subtle details that your customers share with you or that you’re able to learn when serving them.
These details can be leveraged to create a never-before-seen customer experience which will increase customer loyalty.
If I was your customer, at one point or another you would learn the following about me:
- I have a dog named Maggy
- I’m a Vancouver Canucks fan
- I love tequila
- I’m a boxer and play ice hockey
- I own restaurants, bars and venues in Toronto
- My favourite two foods are pizza and burgers
- My mother is the sweetest angel in the world and her name is Rosa
All of this information needs to habitually be captured for every customer within your CRM to be used to create a personalized experience at any time during their lifecycle with your company. Before you can start training your employees on gathering this information you must first create the repository within your CRM.
In theory, this makes sense, right? However, most companies struggle in doing this well because they don’t reinforce it with their team members on a weekly basis.
How to train them to use this information is in customer service skill #5…
Customer Service Skill #5: Listen and Take Action!
For decades we’ve been telling our employees:
“Listen to your customers…”
We don’t tell our employees to listen because listening is a cheap skill set. Instead, we tell them to:
“Listen and take action on what you’ve learned!”
In step 4, I mentioned many things that I’d likely share with your team members. How are you going to leverage this information? Will your employee simply say, ‘I’m a Vancouver Canucks fan too!” Or, will they record that information and share it with a manager to create what I call a micro customer experience.
A micro customer experience, or MCE, is a subtle, memorable and affordable gesture that you do for your customers that resonates with them for years.
I’d be blown away if I was your customer, purchased a service or product and received a Vancouver Canucks hockey puck with my purchase accompanied by a hand written card that said:
“Michel, thank you for trusting us to be your service provider. It means the world to us! We thought of you…Go, Canucks, Go!”
You would have created such a strong bond with me that would heavily influence my customer loyalty. Listening and taking action on what your employees have learned is a non-negotiable when creating a micro customer experience program for your company. It must happen!
Within my company, each venue has a micro customer experience program that’s only $250/month. Everyone can afford to do this! However, it first starts with training your employees with the highest customer service skills possible.
Did you notice that many of the customer service skills I outlined were cost-friendly? I don’t like spending a lot of money to find solutions unless the value greatly exceeds the cost. I’d going to assume you’d like to achieve the same.
I do believe that technology will replace some human interaction but I don’t believe the human element of great customer service skills will be replaced.
Question: what customer service skill do you believe you can implement within the next 90 days? Connect with me on LinkedIn and let me know what your biggest take away from this article was by leaving a comment below! I’ll respond with some commentary too.
If you’re interested in me helping your company with customer experience, employee engagement and/or company culture strategies, click this link and fill out the contact form so I can share some keynote presentation and private workshop information with you.