5 Essential Skills for Customer Service Agents

Customer service agents have to interact with many different customers and face some difficult challenges. It does not matter how great a product is, if customer service is poor, a company will battle to succeed. 

Choosing and training the right customer service agents is crucial to provide the right support from potential and existing customers. They need to know how to provide timely, empathetic help and keep the customer at the forefront in every interaction. Here are five essential skills they must have.

1. Time management skills

Quick response times are a priority when dealing with customers so customer service agents need to know how much time to devote to each call. They need to be patient and spend time understanding needs but at the same time, there is a limit to the amount of time they can spend with each customer. 

Customer service agents need to get customers what they want in the most efficient way and those who have the right systems in place are more equipped to do so. 

Aceyus offers contact center solutions that elevate the customer experience. Customer service agents have access to a real-time dashboard where data is centralized, which makes it easier for them to manage their time and do their job efficiently. 

2. A positive attitude

Customers will often vent their anger and frustration when talking to a customer service agent. Agents cannot react but need to respond with a positive attitude and steer the customer towards a solution. For example, if a customer is upset because a product isn’t available, an abrupt and impersonal response could mean the loss of an order. 

Conversely, a response couched in positive terms about when the product will be available and how soon the customer could receive it would be more likely to get a positive response in return. Agents need to constantly focus on the positive instead of the negative and thank customers for their patience and understanding. 

3. Good communication skills

Customer service agents need to pay close attention to what customers have to say and then respond clearly and simply without using technical jargon. If they offer a solution prematurely without really listening to the customer, what they say may not really address the customer’s needs. 

The words they use in response to irate customers have to be chosen carefully to soothe them and calm them down. Every day they need to use persuasive words to turn problems into solutions and indifferent customers into loyal brand ambassadors. 

4. The ability to empathize

The difference between a chatbot and a live agent is the ability to understand someone else’s point of view and relate to their emotions. Reading a customer’s emotional state is essential for customer service agents. Those who can pick up clues about a customer’s mood and personality can give a more effective response. 

Much of the buying experience, for example, depends on how prospects feel they are being treated. Emotions often sway them more than financial considerations. When agents understand what customers are feeling, whether they are angry, sad, frustrated or excited, they can empathize with them and react accordingly. 

5. Product knowledge

The best customer service agents know the company’s products inside out. A good foundation of knowledge not only ensures that they have the best tricks up their sleeve when it comes to helping customers but also helps them to understand exactly what customers are experiencing, even in the most complex situations. If a prospect is contemplating buying a product, an agent who knows the product intimately can convince customers why it is right for them and worth buying.