Customer Service Training 101.

Essential Customer Service Skills for Telephone Interactions

• Listening. Listen intently, ask questions and summarize the answers of your customers. This will surely show that you care and want to offer the right solution.
• Patience. Try to manage emotions and stay calm. This will help to deal with disgruntled and confused customers. When you stay calm, your customer will feel much more respected.
• Empathy. Putting yourself in the position of your customers will enable you to gain the necessary perspective in order to find the right solution to the problem. Your caring attitude to your customers will surely help creating the right atmosphere
• Communication Skills. Learn how to effectively communicate with your clients. Know when to listen, when to speak and how to speak.
• Expertize. Learn everything about each product and service that you are selling to your clients.
• Confidence. If you sound confident in your conversation over the phone, then convincing your customers for any kind of deal or solution will become easier.
• Positive Language. Using positive language that is motivating and in ways persuading, is the best way to reach your customers. Good body language, such as smiling frequently and expressing happiness in your conversation helps to improve the customer’s experience. 
• Time Management. Managing your time properly as a customer service representative can ultimately mean the difference between falling behind in minimum calls required and excelling in the position you are holding.
• Goal Orientation. Being focused and determined shows your professionalism and dedication to representing the company you are working for.
• Honesty. Being honest and transparent with your customers proves that you truly care about their happiness and satisfaction, even when the message you’re sharing is not positive. 
• Ability to Handle Surprises. Being adaptable within service environment is essential in order to fully prepare for any surprises you may encounter while on the job.
• Persuasion and Negotiation. Knowing how to reach mutually acceptable compromises between you and your customer is essential for reaching win-win results. 
• Analysis. Analyzing problems as soon as you begin to speak with a customer is a way to show your professionalism while also boosting your own ability to solve problems and discover new solutions.  
• Willingness to Learn. Seeking to improve in what you do, taking time to reflect on any mistake and willing to develop better responses.
• Closing Ability. Understanding how to close a deal or get a solution and finalize the call is an essential part of the communication process.  

• Listening (Being an attentive listener Patience (Managing emotions and staying calm)
• Empathy (Putting oneself in another’s posit
• Communication Skills (Communicating effectively) Expertize (Knowing the product thoroughly)
• Confidence (Notable self-confidence)
• Positive Language (A motivating attitude and goodbody language)
• Time Management (Managing time

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