There are a few universal skills that you can master that will dramatically improve your conversations with customers. Are there some areas you may be weaker in? Don’t be afraid – Embrace these skills like a Rock Star! Practice makes Perfect!
Patience is important to customers, who often reach out to support when they are confused and frustrated: Great service beats fast service every single time.
If you deal with customers on a daily basis, be sure to stay patient when they come to you stumped and frustrated, but also be sure to take the time to truly figure out what they want — they’d rather get competent service than be rushed out the door!
The ability to really listen to customers is so crucial. Not only is it important to pay attention to individual customer interactions (watching the language/terms that they use to describe their problems), but it’s also important to be mindful and attentive to the feedback that you receive at large. Take time to truly listen to customer’s concerns.
- Knowledge of the Product
The best forward-facing need to have a deep knowledge of how the product works. Without knowing your product from front-to-back, you won’t know how to help customers when they run into problems. Keep abreast of the latest automotive news and product developments.
- Acting Skills
Sometimes you’re going to have a bad day come across customers who have had a bad day that you’ll never be able to make happy.
Situations outside of your control will sometimes creep into your usual support routine, and you’ll be greeted with challenging situations.
Having those basic acting skills necessary to maintain your usual cheery persona in spite of dealing with customers who are upset or surprise issues is essential.
- Ability to “Read” Customers
You won’t always be able to see customers face-to-face, and in many instances (nowadays) you won’t even hear a customer’s voice, if you see them from across the room (i.e. In a waiting area)
This skill is essential because you don’t want to mis-read a customer and end up losing them due to confusion and miscommunication or ignoring them while they visit your dealership.
Look and listen for subtle clues and watch body language for their current mood, patience level, personality, etc., and you’ll go far in keeping your customer interactions positive.
- A Calming Presence
The ability that some people have to stay calm and even influence others when things get a little hectic is an important skill. To know that you cannot let a heated customer force you to lose their cool; You need to try to be the “rock” for a customer who thinks the world is falling down due to their current problem.
- Persuasion Skills
Oftentimes, you will get customers who are simply curious about your company’s product, rather than having problems with it. To truly take your customer service skills to the next level, you need to have some mastery of persuasion so that you can convince interested customers that your product is right for them.
It’s all about not letting potential customers slip away because you couldn’t create a compelling message that your company’s product is worth purchasing!
Call it what you want, but a great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people talk about – It’s about refusing to just do the “status quo” when it comes to helping someone out.
Remembering that your customers are people too – Never “cheat” your customers with lazy service.