Customer Service Skills
This skill involves listening attentively to customers' concerns and understanding their needs.
What is active listening?
Customers often complain about this when they are kept on the phone for too long without speaking to an agent.
What is long wait times?
This software helps agents track customer interactions and store important customer data.
What is a CRM (Customer Relationship Management) system?
This is a best practice where the agent confirms the customer’s understanding before ending the conversation.
What is recap and confirmation?
This type of customer is frustrated, usually from a delayed or unresolved issue, and expresses anger.
What is an angry customer?
This technique involves empathizing with customers and showing that you understand their emotions.
What is empathy?
A customer might mention this when they don’t feel the product they received matched what was advertised.
What is misleading information?
Agents use this tool to log tickets and track the status of customer issues.
What is a ticketing system?
This is the practice of apologizing for a mistake, even if it wasn’t the agent’s fault, to keep the customer satisfied.
What is taking responsibility?
This type of customer constantly asks for updates on the status of their issue and may demand quick results.
What is a demanding customer?
When a customer is upset, the agent can use this technique to calm them down and resolve the situation.
What is conflict resolution?
When a customer’s issue is unresolved and they contact support again, they may be frustrated by having to explain the situation repeatedly. This is known as this.
What is lack of continuity?
This type of software allows agents to communicate directly with customers via text-based messages instead of calls.
What is live chat?
This is the act of offering the customer additional options to resolve their issue or enhance their experience.
What is providing alternatives?
This type of customer tries to argue or justify their complaints in an exaggerated manner, making it difficult for the agent to address the real issue.
What is a challenging customer?
Asking questions that require more than a yes or no answer to get valuable information from the customer is known as using these types of questions.
What are open-ended questions?
This complaint occurs when a customer feels their issue was not taken seriously by the agent or they weren’t given the attention they needed.
What is poor customer service?
This software allows supervisors to monitor and listen in on calls to ensure quality control.
What is call monitoring software?
This is the practice of thanking customers for their time and feedback, even if the interaction wasn’t ideal.
What is expressing gratitude?
This customer is satisfied with the product or service and expresses gratitude during the interaction.
What is a happy customer?
This is the act of quickly identifying a customer's needs and providing a solution without making them wait long.
What is efficiency/knowledge/quick resolution?
Customers may complain about this when they feel the company hasn’t honored a promise made, such as a refund or replacement.
What is broken promises?
This service allows customers to leave a message when no agent is available to answer their call.
What is voicemail?
This best practice involves agents actively keeping customers updated on the progress of their issue until it’s fully resolved.
What is regular follow-up?
This customer continuously insists on speaking to a supervisor, no matter what the agent says or does.
What is a customer escalation?