Customer service skills : the key to a better brand image

Customer service skills , are simply , skills that a good customer service representative has , which if applied properly can generate positive customer experiences and can improve company image .

1. Being Respectful : Being respectful an empathetic while addressing the customer is a must. Try to understand what the customer wants to convey and respond to it in the most empathetic manner possible . Talking in a loud or erratic manner can rattle the customer, who then may not feel comfortable in proceeding ahead with the conversation . the customer service representative needs to keep in mind that every customer counts , and a polite treatment is preferred , to generate a positive response .
2. Being a good listener : This is a difficult skill , which takes time to perfect . Making sure that you’re patient and focusing on what the customer is trying to convey, is key . Taking notes and emphasizing them later on in the conversation , makes the customer feel valued . Customer service representatives should avoid interrupting the customers while they are speaking . This gives an impression of being uninterested in what the customer has to say , and can damage rapport .
3. Being well prepared : In order that you speak to the customer  with complete confidence , you have to be ready with solutions to any problem that they might have . For this , customer service representatives have to understand the company and its products thoroughly . It’s even better to look at previous customer problems and how they were resolved to generate active responses .
4. Establishing rapport : Talking about the concerned issue , straight after picking or making calls , can seem as a rude way to approach to a customer . It’s better to establish a rapport first , by talking or asking questions that allow you to learn more about the customer . It becomes easier to talk when both the parties engaged in the conversation are familiar with each other . 
5. Being unafraid to admit mistakes : This is a quality which most companies fail to acquire . Admitting mistakes is a sign of transparency and openness. Customers feel better when they know that the company they’re involved with ,will not keep them in the dark if they commit a mistake on their own end . Moreover , it is seen as a sign of willingness to improve and builds trust .
6. Being creative : Putting the customer’s needs above all ,means coming up with better solutions and ways to make their lives easier . A standard solution cannot help all the customers effectively . Try to come up with improved ways to deal with customer issues and customize them to suit the necessities of the customer .
7. Utilizing time effectively : Everyone values their time highly . No one likes to be on hold or drawn out conversations . As much it is important to generate good conversation , one needs to know when to move forward to more pressing issues . Lack of patience or preoccupation with other things , can make customers angry or frustrated . It’s better to plan out things in terms of average time per call, jotting down key points to discuss , updating customer information etc . 
8. Being self-controlled : Customer service representatives need to know that customers may lash out , point mistakes and may not even have the patience to listen , but they have to maintain their cool at all times . Reacting in an impatient manner , can make situations worse and can damage company reputation . Customer service personnel need to remember that they embody the company’s image for the customer , and any rash action might reflect badly on the company .
9. Being persistent and persuasive : Every customer needs to be convinced about :the need to adopt and use a particular brand’s products and services over others , the solution being an effective one in solving the customer issues and that the  company values customer needs and benefits over anything else . It is not a piece of cake to simply speak by following a script and hope the customer to feel satisfied . Customer service representatives need to be persistent in their approach and make the customer feel that there is a need , that only the company can fulfill for them . Being convincing and having perseverance are the strong suits of a customer service representative .