Study for a Marketing Degree: How to Improve Your Customer Service Skills


09 December 2021

Customer service is one of the most important activities when talking about Marketing and there is always a way to get better. In this article, we share with you some skills you must have to improve.



Usually when talking about Marketing the mind trends go to advertising, sales, social networks, perhaps consumer behavior, and market research. Also, the mind imagines almost automatically tangible products that are obtained in points of sale or in digital media when exchanging a specific sum of money, but Marketing is much more than that.

We cannot forget that we are consumers of non-tangible elements, in other words, we are consumers of services, and one of the elements that work as indicators to know how good or bad service is, is through the customer's experience, which is determined through quality and attention.

In this article, we share a couple of skills that you must have in order to provide the best customer experience through good service and attention. If you are interested in studying and learning more about customer service, this article is for you.

Skills needed for an excellent customer service

Communication skills

Having the ability to create and communicate messages clearly and concisely is essential. It is also important to have the ability to show the personality of the brand through both written and spoken messages.

Empathy with the client

The ability to put yourself in the other person's shoes is a fundamental skill when it comes to customer service, especially in certain services where situations are difficult or urgent, such as service in a hospital, funeral home, or in a government establishment.

Patience

Patience in customer service can be defined as "the ability to accept or tolerate delays, problems or suffering without becoming overwhelmed or despairing."

If there is no patience, the service experience becomes less than pleasant for both the customer and the person in charge of the service.

Good stress management

Stress goes hand in hand with customer service due to the high degree of variation that exists in the area. The truth is that customer service can be quite unpredictable, since the personality of the customers, even the person in charge of the service, are variable and different depending on the individual contexts of each person, however, when providing a service, it must be maintained good stress management and keep personal items from work items separate.

Flexibility

As we have mentioned, customer service is quite unpredictable and many times several activities have to be carried out at the same time, so the manager must be flexible and adapt to the situations that arise.

Company knowledge

“… With a deep understanding of the company and the products, you will increase the quality of the service by providing quick and good answers.”

Customers often rely on service managers to make decisions, so having the necessary information about the company will leave a very good image and contribute to the customer having a better experience with the brand.

Why study and learn more about Customer Service?

Today, most companies operate in mature markets. The brands now are highly competitive, with almost undifferentiated products and services, essentially competing on price. Customers are now more demanding, better informed, and looking for personalized products. We are facing a paradigm shift that leads the customer to not only want to cover their basic needs but also to want to elevate their purchasing and consumption processes to a higher level, than emotions and experiences.

A key factor in the competition for products and services is the design and management of customer experiences. Also, achieve differentiation from the competition through memorable experiences and generate loyalty.

Certainly, customer service has improved notably due to the competition in which the different companies are inserted. This requires managing this area to maintain a competitive position.

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