When it comes to customer service, soft skills are the keys to success. Working with people requires a certain level of emotional intelligence and people skills. While these skills can’t be quantified the way “hard” skills can, they are no less impactful. If you Google “soft skills” you’re results will probably include things like teamwork, communication, and problem solving; all important skills for success. But these aren’t the only valuable soft skills, especially when it comes to customer service.
Here are the three often forgotten, but no less valuable soft skills that will help take your customer service game to the next level, and leave customers (and coworkers) thoroughly impressed!
While conflict is uncomfortable, it’s also an important part of how we improve communication and deepen relationships with others. After all, true growth doesn’t come without a little bit of discomfort! Most commonly, conflict in customer service scenarios stems stem from a lack of knowledge, miscommunication, or a misunderstanding. Conflict resolution is the ability to handle these misalignments with a level head, emotional control, and a strong will to solve the problem. The goal is to be able to take a potentially difficult situation, conversation, or customer and turn that interaction into something positive.
How well do you handle conflict? Think about the last time you had to handle a frustrating phone call, someone yelled at you in traffic, or the barista at the coffee stand got your order wrong.
What was your initial reaction?
Did you take the conflict personally?
Were you able to solve the problem?
How long did it take you to recover from the interaction?
Improving Your Conflict Resolution
If you struggle with conflict, you aren’t alone. Handling conflict on a regular basis takes an emotional toll. Luckily, conflict resolution is a skill that can be built with self-assessment and a whole lot of practice. You can start improving this skill by taking the time to think about past conflicts and considering how the conflict arose, your own role in it, and how you perceived it. Then, when you experience conflict in the future, you’ll be more equipped to handle it.
Here are some quick tips:
It is well understood that customer service takes patience, yet in this fast-paced world where customers expect instant communication and resolutions, it can be difficult to maintain. Patience is the ability to control your emotions and proceed calmly when facing difficulties or delays. Possessing a high-level of patience helps you reduce stress, make better decisions, and empathize with others. If you can maintain your patience during hard conversations, everyone is more likely to leave the conversation satisfied and stress-free.
When you’re in the middle of a tough conversation do you:
Interrupt the other person or wait until they’re finished?
Do you listen to what they’re saying or try to make your point first?
Do you find yourself getting angry or can you master your emotions?
Improving Your Patience
Building this skills takes time, and it’s important to give yourself some slack if it takes a few tries before you find success. The great part is there are lots of opportunities to practice patience in your everyday life! Next time you feel yourself getting frustrated in a long line or in traffic, take a deep breath, relax your muscles and consider why you’re feeling impatient. Push the stress out of your body and manage your emotions. The more you think about it and the more you try, the better you get. This everyday practicing of patience will roll over into your workplace and how you interact with others.
Critical observation or analysis is a combination of critical thinking and observation/listening skills. It’s the ability to go beyond observing something and move to dissecting, analyzing, and finding a solution—similar to the scientific method. Think of as the ability to recognize the problem, even if it isn’t explicitly stated, then resolving the problem.
Take a moment to think about the last time you were helping someone over the phone, in your personal or professional life. Were you able to:
Recognize how the person was feeling?
Interpret those feelings?
Appropriately react to those feelings?
Improving Your Critical Observation Skills
Critical observation builds on the previous skills we have shared. If you aren’t able to manage your emotions, or maintain patience, it can be difficult to view a situation objectively and apply critical observation. Once you’ve mastered those skills, the best way to improve your critical observation is asking questions to determine the root cause of a conflict or a customer’s frustration.
Before road testing this skill with your customers, first try it with a friend or family member. Next time they are upset, take some time to think about how they’re feeling and see what you can do to improve their mood. Listen to an offhand comment about the struggles of moving and offer to help. Then, when you’re on the phone with a customer, you’ll be able to listen for cues that can give you insight into potential roadblocks, helping you best determine next steps. This ability to anticipate and solve problems will help you WOW your customers at every opportunity.
Do you know of any underappreciated soft skills? Leave us a comment and let us know!
Publish Date: September 15, 2016 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
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Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
|9.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
|Webinar: The Secret to Attracting and Retaining Customers||October 12, 2016 5:00 AM|
|What Does it Mean to Be a Customer Service Champion?||October 5, 2016 5:00 AM|
|3 Overlooked Soft Skills that Set Your Customer Service Apart||September 15, 2016 5:00 AM|
|WOW Customers by Delivering the Unexpected||September 13, 2016 5:00 AM|
|Emotional Intelligence: The Customer Service Super Star||August 16, 2016 5:00 AM|
|Webinar: The Insider’s Guide to Hiring a Virtual Receptionist||August 11, 2016 5:00 AM|
|How Consistency Carves a Pathway to Legendary Service||August 9, 2016 5:00 AM|
|Webinar: How to Create Raving Customers that Grow Your Business||August 4, 2016 5:00 AM|
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