How to enhance your customer service experience

Possessing the right skills can lead to exciting opportunities and currently customer service is topping the charts for most in demand jobs in 2023. If you’re stepping into the world of customer relations or wanting to continue enhance your experience, we've got some valuable tips to help you excel in this field. 

The importance of customer service 

The surge in demand for customer service positions is a testament to the important roles they play in so many businesses. Companies recognise that the way they engage with their customers can make or break their reputation and for those who possess the soft skills required for effective customer relations there are lots of opportunities available to them. 

At Huntress, we've placed hundreds of candidates in customer service positions across the UK, making us experts in this field. We've gathered our knowledge into five top tips to help guide you toward a successful customer service career. 

1. Practice active listening 

This may seem obvious, but at the heart of effective customer service, lies in active listening. Active listening reduces misunderstandings by 40%. It involves not just hearing what the customer is saying, but taking the time to understanding their concerns, needs, and emotions. When you actively listen, you're better equipped to share relevant solutions and make the customer feel valued. 

2. Empathise with Customers 

Empathy is a game-changer and although dealing with frustrated customers can be difficult a key responsibility for your role is to put yourself in the customer's shoes and understand their perspective. Showing empathy can show your commitment to helping customers and it can very quickly turn a frustrating experience into a positive one. 

3. Use Positive Language 

The words you choose matter and can make a big difference in the conversations you will have in customer service. Positive language such as, ‘thank you", "please", "I appreciate", "I understand", "I'm happy to", and "you're welcome”, can defuse tense situations. Focus on solutions, even when addressing challenges and this will make challenging conversations easier. 

4. Improve technical skills and knowledge 

Technical skills are essential, and customers will expect you to be able to quickly find their details and information. Familiarise yourself with the tools and systems used in your customer service role. By being tech-savvy this will allow you to provide better assistance and avoid further delays for customers. 

5. Get to know your products and services 

The more you know about the products and services your company offers, the better equipped you are to answer questions and guide customers effectively. 

6. Be Human 

59% of all consumers feel companies have lost touch with the human element of customer experience.  

Customers appreciate genuine interactions so don't be afraid to inject a touch of personality into your conversations. It helps build rapport and trust. 

7. Communicate clearly 

Clarity is key. Ensure your messages are concise, easy to understand, and free from any industry jargon. Consistently providing effective communication will reduce misunderstandings and can quickly calm customers who may not be satisfied with previous communications they have received. 

8. Hold solutions-focused conversations 

Instead of dwelling on problems, focus on how you can assist customers in finding resolutions. If you can’t find the solution, be honest and try to make sure you are well connected to people in the wider business who may be able to provide further support. 

9. Admit mistakes 

Mistakes happen, and as much as this can create challenging situations it is important you can be honest and transparent in your conversations with customers. Instead of avoiding mistakes, acknowledge any errors and take ownership.  

10. Show a willingness to learn 

Customer service is always evolving and with new technology introduced it’s important to stay curious and be open to learning. This mindset will show your commitment to delivering the best possible service and this simply cannot be replicated by chatbots or AI! 

Ready to Shine in Customer Service? 

Our expert teams at Huntress are dedicated to connecting candidates with customer service roles that align with their skills and aspirations. If you're ready to find your next customer service role we're here to support, you every step of the way. 

If you're eager to explore the customer service roles we have to offer, don't hesitate to click here and find your next opportunity.