No matter how good your product or service is, if your company’s customer service professional’s skills are not up to par , customer support can hurt your overall sales.
According to the Customer Experience Trends Report by Zendesk, customer service teams are under enormous pressure to deliver results.
Support skills are reflected in very expressive numbers, such as:
81% of customers say a positive customer service experience makes them more likely to make another purchase;
76% say they would switch to a competitor of the company due to multiple bad customer service experiences;
70% say they have made purchasing decisions based on the quality of customer service.
Additionally, 73% of business leaders say there is a direct relationship between customer service and business performance .
This number in particular makes us
Think about which customer service professional skills should be a priority in training, qualifications and when hiring new employees.
Want to know more about the subject? Then continue reading this article until the end to find out what professional service competence is and 10 main examples!
In this article, you will learn:
What is professional competence?
How important are the skills of a customer service professional?
What is the professional profile of customer service?
10 skills of a customer service professional
How to promote the development of customer service professional skills?
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What is professional competence?
Professional competencies are sets of Female number data skills, qualities and knowledge that allow effective performance in a job or situation . They are the capabilities that make a professional qualified to perform their tasks and place themselves in the job market.
In other words, professional skills are abilities related to routines in the job market and can be developed through training or experience.
There are several examples of professional
Customer service skills , such as emotional Vietnam Phone Number List intelligence , empathy and active listening. In a way, these skills interact with each other to make a professional capable of providing quality support.
How important are the skills of a customer service professional?
It is essential for the customer service professional to develop certain skills for several reasons. We highlight the main ones.
Customer satisfaction: emotional intelligence, empathy and active listening are examples of skills that allow professionals to understand customers’ needs and concerns in greater depth, resulting in more effective, personalized and satisfactory service.
Customer retention: Professionals with well-developed customer service skills create positive experiences for customers, which encourages them to return and continue doing business with the company.
Company reputation: satisfied customers are more likely to share their positive experiences with family and friends, contributing to the company’s reputation and attracting new business opportunities.
Operational efficiency: customer service skills help professionals deal with difficult situations and resolve problems effectively and quickly, optimizing the company’s time and resources.
Professional development: Developing customer service skills not only benefits customers and the company, but also encourages the personal and professional development of employees in the sector.