跨境電商客服（雙語） 課件 項目二 售前 2. Customer Service Skills Definitions and Examples 02

跨境電商客服Commoncustomerserviceskills6.Problem-solvingskillsAlargeportionofacustomerservicepersonnel'sjobishandlingcustomercomplaints.Thus,youwillneedtoapplycustomerserviceskillstobuildamentalpictureofthesituation,brainstormsrelevantsolutionsandselectthemostappropriatemethodtotackletheircomplaint.Commoncustomerserviceskills6.Problem-solvingskillsTheentireproblem-solvingprocessalsorequiresyoutoregulateyourownemotions.Ifacustomerfeelsfrustrated,rememberthatit'sanaturalresponsetotheproblemathand.Remaincalmandinvitingthroughouttheproblem-solvingprocess.Commoncustomerserviceskills7.LeadershipskillsCustomerservicerepresentativesneedleadershipsskillstoconveyauthorityintheirinteractionswithcustomers.therefore,it'scrucialtogetcomfortablewiththeideaofworkingindependently.Thisway,customersaremorelikelytotrustyourassessmentofthesituation.Leadershipskillsalsogiveyoutheconfidencetomakedecisionsresponsibly.Yoursupervisorwillnotbepresentatalltimes;Commoncustomerserviceskills8.EmpathyThebestwaytodiffuseanescalatingconflictisbyexpressingempathy.Thisway,yourcustomerswillfeelheard.Youcanpractiseempathythroughsmallgesturesofcareandconcern.CommoncustomerserviceskillsSuchascanhelpyourcustomersfeelmorerelaxedinyourpresence."Ihearyou""Iamsosorrytohearthat"Commoncustomerserviceskills8.EmpathyAvoidperceivingproblemsasahindrance.Instead,useacomplaintasawaytorepairtheconnectionbetweenyouandyourcustomer.Commoncustomerserviceskills9.Open-mindednessWhendealingwithcustomers,it'simportanttokeepanopenmind.Doingsowillmakeyoumorereceptivetotheirthoughtsandideas.Evenifyoudonotcompletelyagreewiththem,showingthatyouareopen-mindedwillmakethemfeellessdefensive.Open-mindednessfacilitatestheproblem-solvingprocess.Itincreasesefficiency,too.ChatbotCommoncustomerserviceskills10.PatienceCustomerservicerequiresyourpatience.Thosethatreachouttoyouforhelpareoftenconfusedandfrustrated.Toappeasetheirconcerns,youwillneedtoskillfullynavigatenotonlythesituationbuttheiremotions,too.Commoncustomerserviceskills10.PatienceAgoodcustomerservicerepresentativemakestheircustomersfeelunderstoodinawaythateasestheirfrustration.TakethetimetolistenandunderstandtheirneedsCommoncustomerserviceskills11.CreativityCreativethinkinghelpsyouthinkonyourfeetwhenyouencounterauniquecustomercomplaintorinquiry.Attimes,youwillencounteranespeciallychallengingcustomerwhoyoumayneedtoappeasethroughcreativemeans.Commoncustomerserviceskills12.TimemanagementskillsAsacustomerservicepersonnel,employerswillexpectyoutodedicatemostofyourtimetohandlingcustomerinquiries.However,youwillstillneedtocompleteotheradminduties.Toachievethisbalance,youneedtoemployeffectivetimemanagementskills.CommoncustomerserviceskillstechniquesAskfordirectfeedbackfromyourcustomersAskforfeedbackfromyoursupervisorAttendaskillstrainingworkshopCommoncustomerserviceskills01AskfordirectfeedbackfromyourcustomersInterviewyourcustomersorsendthemasurveyafteracustomerserviceinquirytoidentifyareasforimprovement.Usetheirfeedbacktoidentifyyourstrengthsandworkonyourweaknesses.Commoncustomerserviceskills02AskforfeedbackfromyoursupervisorOutsideobserverscangiveyoutipsonyourcommunicationstylethatyoumightnototherwisenotice.Havinganopendiscussionwithyourmanagerwillhelpyoudiscoverwhatyoudowellandnotsowell.Commoncustomerserviceskills03AttendaskillstrainingworkshopYoucaneasilyworkon