SKILL #1: PATIENCE
They say “patience is a virtue“. They’re right! While we sometimes wish our customers would be more patient, it is important that WE understand that OUR patience with our customer is what really matters. Because without it, good customer service simply isn’t possible.
Your customers come in, or call, often when they are frustrated. Recognize and empathize with this frustration. You may have handled 5 calls about the same problem today but this person doesn’t know that and needs your assistance. This is their first interaction with you and possibly the first with your company. Keep that in mind and be mindful of your tone.
Ensure they feel your interested in – and focused on – what they are saying; and be sure to address their individual concerns. Don’t presume you know what they want when they start talking and either tune out or cut them off.