A truly great company puts its customers at the centre of its operations, and prioritises hiring and developing skilled customer service agents.
Customer service is crucial to driving business growth through its role in retaining loyal customers. Companies leading in customer experience showed compound average revenue growth of 17% over a period of five years, compared to other companies who saw only 3% growth.
Customer service roles are also gaining more status and have excellent career prospects. This is partly due to the fact that services are becoming more complex, technical, and customers are expecting more. With many competing products, exemplary customer service makes your business stand out. This also means customer service should be part of everyone’s role.
We want to really drill down into the core customer service skills that everyone in your company should be developing.
Empathy is one of the most well-known customer service skills out there – but do you know what having empathy really means?
“Empathy is about finding echoes of another person in yourself,” says Mohsin Hamid. It’s a beautiful quote, but scientifically speaking there are two types of empathy you need to cultivate in customer service. These are effective empathy and cognitive empathy.
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