What are the two most important customer service skills? If I were to vote for the two most important customer service skills it would be: listening to the customer, and knowing what you are selling/providing. It gets to your nerves when you're complaining to a customer service representative (CSR) about the bad service or defective product you got from them and the CSR is not even listening. Not listening could mean he was doing something, he was interrupting you while you were talking, or the CSR kept on asking questions that are not even related to the reason why called!
Don't you just hate it when the CSR keeps on bugging you about details that you've already provided during the call. It bugs customer when customer service representatives don't understand the reason for your call.
Another pet peeve is when you call the customer service department to ask more about their service or product. When you call for a service or product information, of course, you expect someone to provide relevant information. But when the service representative on the other end of the line makes you feel like you're speaking to him in Martian language, that's frustrating.
Once a customer calls, the customer expects to be heard and to be given the right information regarding the product or service. If as a customer service representative, you lack listening skills or enough product knowledge, expect your customers to be disinterested, frustrated, and mad. Bad customer service can break your relationship with your customers.
if you hire someone to handle your customer service department, make sure that your representative understands your product and service, and that your rep can listen and understand what the customer is trying to say.
