Essential customer service skills

At Huthwaite we work with one clear aim in mind – improving your business performance – so we'll always tailor our approach to help you achieve the best way for you and your team. But regardless of your specific business issues, our research shows there are some common factors that are essential for success:

• Getting the balance right
  Organisations and customers often have different expectations – the challenge for customer service advisers is getting the balance right between the two, so that both organisational needs and customer needs are satisfied. Key facts
• Clear communication
  Customers need to understand what’s happening and why. Customer service advisers can achieve this by structuring conversations effectively and providing clear and concise information. Key facts
• Taking responsibility
  Customers appreciate advisers who take ownership and promise action. There’s nothing that annoys customers more than broken promises and things not being done. Key facts
• Listening skills
  Listening is as important in customer service as it is in sales, and effective customer service advisers are the ones who demonstrate active listening skills. Key facts
• Rapport building
  Handling customer emotion is often a key part of any customer service experience. Successful advisers are those who know which behaviours to use and when, in order to create a positive climate for the call. Key facts
• Working with others
  Internal relationships are often as important to effective customer service as the relationships established with external customers. Often the end service provided relies on more than one department within an organisation. Effective customer service teams are the ones who communicate well with other parts of the organisation. Key facts