Villas in Jamaica FAQs

Q. Why a Villa?
A private villa is a unique vacation experience! Many travelers return to the same villa year after
year and come to think of the property as their Jamaican home away from home. This is because
villa vacations are all about personalized attention and service. Do you prefer breakfast at noon? No
problem. Would you like having a pool all to yourself? Lounging in a hammock in your own private
tropical garden? This is what a private villa vacation can provide. Privacy, the ability to set your own
schedule, genuine relaxation, and the opportunity to experience true Jamaican hospitality and
service.

Q. What is the difference between a villa, apartment/condo and cottage resort?

A villa is a free-standing private home that is made available for rent to vacation travelers. Private
villas range from 1-10 bedrooms in size and offer additional living space such as living rooms, dining
areas, patios or verandas. Some also have dens or recreation rooms. Almost all private villas have
their own private pool and full staff. Apartments and condos range from studios to 3 bedroom units
and are generally found within small complexes with shared pool facilities. Most apartments and
condos offer fully equipped kitchen facilities or kitchenettes for guests to do their own cooking. All
apartment/condo units offer daily maid service and some offer additional cook service. Cottage
resorts vary in style--some offer free-standing individual cottages, while others offer different
accommodation-types housed within one building. Whatever your preference, VillasInJamaica.com
has the style of accommodation you need!

Q. What is the maximum occupancy of a villa?

As a general rule, villas have a maximum occupancy of 2 guests per bedroom. Therefore if you are a
party of six, we suggest a three-bedroom villa. If you are a party of eight, a four-bedroom villa is
most suitable, etc. Since villas are wonderful accommodation choices for families, additional children
may be accommodated beyond the maximum occupancy if enough bedding is in place at the
particular villa chosen. In some cases, additional adults can be accommodated, however additional
person charges or cot fees may apply

Q. What is the minimum night-stay?

Most villas have a 5 - 7-night minimum, shorter stays are available on a request basis. Stays of less
or more than one week are pro-rated. Over the Christmas/New Year's holiday most owner will allow
7 nights for Christmas week and 7 nights for New Years week. There are some villa owners that
require 10 or 14 nights over Christmas and New Years.

Q. Are the rates per person/per night?

Rates shown on our site are weekly (7 nights), per villa, and based on two people per bedroom. For
example the rate shown for a studio or a one-bedroom would be for up to 2 guests, the rate for a
two-bedroom would be for up to 4 guests, three bedrooms would be for up to 3 guests, etc. Extra
persons (over double occpancy) may be allowed and the owners will charge a certain amount for a
"extra person" per night - that rate is determined by the owner. All rates are quoted in US dollars
and subject to change - per the villa owners.

Q. What are the dates for high & low season?

Most properties have two rates, one for high season and one for low season. High season runs from
mid December to mid April, and low season from mid April to mid December each year.

Q. Are there any periods with surcharges or discounts?

A majority of properties have a surcharge for the Christmas/New Years period and some also have a
surcharge for Easter and Thanksgiving. In some cases, select properties also feature months in
which rates are lowered or may go on "Special". This might be in May and September/October. It is
also common that the villa owners require their full weekly rate over a holiday week, so if they lower
the rate for fewer bedroom used, they would required all bedrooms be booked over the four holidays
mentioned above. There are also some Jamaican holiday where this might be required as well ... as
well as a minimum of one week be rented; this might be for Jamaica Independence and SunFest in
Montego Bay. We will always double check this for you!

Q. Are damage deposits required at all villas?

Most villa owners require a damage deposit to be paid with your final payment. The amount varies
depending on the particular home, however the average deposit is US $500. This deposit is
refunded to you after travel is completer as long as no damage to the villa or it's contents.

Q. Is tax and gratuity included?

Most private villas include tax in their rates. Staff gratuity however, is not included and we suggest a
minimum of 10% in high season and 15% gratuity in low season for staff services. Gratuity is based
on the total villa cost and should be paid to the staff directly at the end of your stay. We suggest you
split the gratuity between the staff instead of leaving one lump sum. Using your own discretion, you
may choose to give a larger portion of the tip to the staff member who provided the majority of the
services or who provided services above and beyond the call of duty. At apartments/condos and
cottage resorts, Jamaican room tax and service charges may not be included in the price of your
rental and would be collected locally. We will always advise you of the percentages collected for
local tax and service before you confirm your reservation.

Q. Do all the properties listed have full staff?

In general, all private villas provide a full staff. Most villas come with a staff of three including a cook,
housekeeper and gardener/houseman. Some villas have additional staff members including butlers,
nannies, laundresses, and villa managers/concierges. At apartments/condos and cottage resorts,
staff is generally limited to daily maid service.

Q. What are the services that the staff provide?

The staff is responsible for all aspects of grocery shopping and meal preparation as well as keeping
the villa and grounds clean and maintained. They will provide fresh towels and linens as needed. If
you like, someone in your group can go with the cook to do the shopping, this way you can see
what's in the market and the general costs. Household laundry is done by the staff, please ask your
housekeeper about personal laundry, there is no charge for laundry & ironing - a small tip is
appreciated. If you need something ironed during your stay please ask your housekeeper. You will
also find the staff to be an invaluable source of information. If you need a nanny or a taxi, they can
also assist in setting up these types of services.

Q. How is meal preparation and grocery shopping handled?

We will send you a preliminary grocery/menu planner about 60 days prior to your arrival. We ask
that you use this list as a guide and choose what you would like the staff to pre stock for your first
night dinner, first breakfast, and any snacks, beverages or bar items. We like to receive this about
three weeks prior to your arrival If any member of your group has food allergies or special dietary
needs, we ask that you let us know this as well so the staff can be informed. You will be presented
with a bill from the grocery store for the items you have selected. After that, you simply
communicate with the staff for the balance of your stay for your meals, beverages, etc.

Generally the cooks excel at Caribbean-style meals, but are also very adept at American and
continental cuisine. Please remember that villas are not run like restaurants in which each person
orders a different meal. Plan for family style meals with one or two main entrees. The cook will
always do his or her best to accommodate for individual tastes. For example, you may opt to order
Jerk Chicken for dinner, but ask for some to be mild and some to be spicy. Shopping for groceries
can be accomplished in several ways. You may do your own shopping, you may ask the staff to
shop for you, and some grocery stores may deliver. Many guests opt to ask the cook to join them on
a shopping excursion, this is an excellent way to get a good sense of the products available in
Jamaica as well as where to go to get the best fresh produce, fresh fish, fruit, etc. The cooks taxi
fare for the grocery shopping, or the grocery delivery fees are usually added at the bottom of the bill.

Q. What additional costs should we plan for?

Food, transportation, tours & excursions, and incidentals (e.g. phone calls) are not included in the
cost of your rental. Food costs can vary greatly depending on food preferences and
quantity. Simple meals like a traditional Jamaican chicken fricassee with rice and salad can be more
affordable. If you prefer multi-course meals or entrees requiring imported ingredients, seafood,
steaks, etc, then the food cost can rise significantly. An estimated average would be about $55. -
$65. USD per person per day /less for children. Food costs can fluctuate in Jamaica just as in the
states.

Local phone calls from your villa are generally complimentary, however keep in mind that calling
from town to town in Jamaica is considered long distance. Outbound international calls are usually
not feasible from private villas (unless you call collect) as international calling codes are necessary,
however phone cards can be purchased for this purpose and you can also leave the number to your
villa with friends and family so they can call you instead.

Q. Can I use my cell phone in Jamaica?

Jamaica's cellular system operates on the TDMA and/or GSM network. If your cell phone is TDMA or
GSM compatible and your provider has a roaming agreement with Jamaica?s Cable & Wireless
Mobile or Digicel Jamaica, you may use your cell phone in Jamaica. Be warned however that the
roaming charges can be very expensive. We recommend you check with your cellular service
provider in advance to make sure of compatibility. Alternatively, you may also rent a cell phone in
Jamaica and set up a temporary account with Jamaica's cellular provider.

Q. Do the private villas in Jamaica have Internet access?

Yes, 99% of the private villas in Jamaica have internet access. You can check the "Amenities"
option on each villa link to be sure your villa choice has Internet. Please ask us to be 100% sure.

Q. What is the electrical system in Jamaica?

Jamaica's electrical system is the same as the U.S. 110 volts / 50 cycles so you will not need an
adapter if you opt to bring items requiring electricity such as hairdryers or portable stereos.

Q. What is the currency in Jamaica?

The official currency in Jamaica is the Jamaican Dollar. Currently the exchange rate is
approximately US $1.00 = JA $100.00. You may exchange money into Jamaican Dollars at banks or
licensed exchange bureaus in the airport or in resort towns. Most establishments also accept US
dollars, traveler's checks, and credit cards.

Q. What options do we have for ground transportation and/or car rentals?

The local taxi's in Jamaica are very expensive so VillasInJamaica.com offers several options for
transportation while in Jamaica.
Round trip aiport transfers vary in price depending on how many people require the service and the
location of your villa in Jamaica. Car rentals rates are subject to GCT tax, insurance, and liability
deposits, but this is included in transfers and weekly van & driver services. Please remember that in
Jamaica you must drive on the left.
The local taxi's are expensive in Jamaica, so we highly recommend our weekly Van & Driver service
and think this is a great value, hassle free, and a great option. We have been using the same
company for over 35 years and many of our repeat clients will request the drivers they had on their
last villa vacation! There are three sizes on the vans - please see below:

A 15% gratuity should be paid to the driver at the end of your week for their excellent service.
Airport porters or baggage handlers should be tipped when service is provided.

At this writing:
10 -12 passenger van with driver is $975. weekly (7-8 people with luggage for airport
transfers) +15%
14-16 passenger van with driver is $1,300. weekly (11 people with luggage for airport
transfers) +15%
23-25 passenger van with driver is $1,650. weekly (18 people with luggage for airport
transfers) +15%
Luggage vans are always available ... cost will depend on the location your villa is in.

Rates include a dedicated licensed driver/tour guide for maximum 12 hours per day.
Once over 12 hours the company will apply a $35. per hour surcharge will apply - your driver can
collect this locally in cash.

Van & Driver rates are based on using this service for consecutive days and always includes airport
transfers from Montego Bay.
Multiple airport transfers for Montego Bay villas, if your villa is more than one hour from the airport
please discuss with your villa specialist.
One tank of gas is included with all full time van & driver bookings - 6 or more nights
A half tank of gas is included for 5 night full time van & driver bookings. (all van categories)
All gas beyond the complimentary half and full tank, mentioned above, is paid for at the time of fill up
by guests.
Trips to Kingston or Port Antonio are charged at $320. US round trip, plus tip to driver. Tolls paid in
cash by guests - about $25. each way.
Car seats are available for $16. round trip or $8.00 one way. ($50. per week)

Vans with handicap lifts are available:

6 Guests including wheel chair passenger - $1,000 per week (add 15% tip to rates)
8 Guests including wheel chair passenger - $1,200 per week (add 15% tip to rates)

Q. What should we bring with us?

Jamaica is a tropical climate and day-time temperatures are usually in the 80's or 90's, so light
summer clothing is recommended. You may wish to bring a light sweater for winter evenings when
the temperature can get into the 70's or for air-conditioned restaurants. In general, Jamaica is
casual in style and we therefore recommend you not bring expensive jewelry along. Please do bring
personal toiletries such as toothpaste and shampoo. Sun block and mosquito repellent are also
good items to have handy. Villas provide bed linens and bath towels, however you may wish to
carry your own beach towel. You may also reduce your grocery budget by bringing NON-perishable
food items like canned tuna fish, peanut butter, cereal, etc. Items such as these are not locally
produced and can therefore be fairly expensive.

Q. When is hurricane season and what are the chances a hurricane will hit Jamaica?
Hurricane season begins June 1st and ends October 31st. No one can predict if or when a
hurricane or tropical storm will hit Jamaica with 100% accuracy. However, with today's technology,
these storms can be discovered well in advance and their paths can be fairly accurately
projected. We highly recommend travel insurance and will always provide the link with all details on
our "Confirmation/ Invoice".

Q. What are the payment requirements?

Once you have selected your property, and are ready to confirm, a 25% deposit is required within 7
days. (some owners require 30%, but most deposits are 25%) The final payment is due 60 days
prior to your arrival at the villa. For Thanksgiving, Christmas and New Years reservations, the
deposit amount is 50% with final payments due 90 days prior. Some owners will allow 60 days prior
for final payment for Thanksgiving. Payments can be made by personal check, business check,
cashiers check, money order, PayPal, or official bank check. Guests can also send payment via
wire transfer or "Chase Quick Pay", which can be set up if you bank with JP Morgan Chase Bank.

Q. What are VillasInJamaica.com cancellation policies?

In general, private villas reservations are nonrefundable. We therefore highly recommend
purchasing travel insurance. Travel insurance is available to all clients within the continental United
States and can be added to your booking anytime, but not once you have advised of cancellation of
a reservation. Please read all coverage details that pertain to pre-existing heath concerns. If you are
traveling from outside the Continental United States we suggest looking into travel insurance that
covers international travel.

Should you need to cancel your reservation, and have not taken travel insurance, we will always do
our best to negotiate a refund, or a credit for a future stay, for you with the property owner, however
success cannot be guaranteed. If we are able to negotiate a refund for you, a cancellation fee will be
assessed at the time of negotiation, in many cases this is 20% of the deposit paid, plus an
Administration fee of $100.00. Please note that some villas require their final payments 90 and 120
days prior to arrival. This is general for Christmas and New Years. If those villas have a
cancellation within 90 to 120 days prior to arrival all payments are non-refundable.

Please note that all villas are non-refundable inside of 61 days prior to your arrival. Some owner
have non-refundable deposits. Most villa owners have a "non-refundable" policy for holiday
bookings; Christmas, New Years, Thanksgiving and Easter. Changes and/or revisions are subject
to a $100.00 fee.

Q. Does VillasInJamaica.com offer trip cancellation insurance?

VillasInJamaica has offered travel insurance with Travel Guard for over 30 years. We highly
recommend travel insurance for the best way to recoup your deposit payment or full payment for
your villa vacation. If you are traveling from outside the Continental United States we suggest
looking into travel insurance that covers international travel.

Travel Insurance provided by Travel Guard

"No matter how hard you try, the weather is one thing you just can't plan for. Every year snowstorms,
hurricanes and other unexpected weather events cause travelers to delay, interrupt or even cancel
their trips completely. That's why there's Travel Guard - it's what you need to help cover your
vacation investment"
Villa Accommodation Services
Villa Accommodation Services
For the benefit of all people renting villas for their accommodation in Mauritius, it is possible to choose to
rent a villa on self catering basis, with some basic services or alternatively choose for an all inclusive
basis including range of indulging services.

Available Villa Services include

 Personal maid – The personal maid will attend the villa on daily basis, making sure you have
worry free holiday without having to clean and organize the house. The main is there to clean and
tidy the house to help you with selection of additional house services such as: laundry and ironing.

 Personal cook/chef – Do you feel like having a omelet for breakfast? Maybe have some French
food for lunch, or is it Indian delicates for dinner? With the services of a personal cook/chef, you are
sure to enjoy the delicious dishes Mauritius has to offer. The cook will do the grocery shopping for
you and will prepare all meals as per your likings and preferences. The cook/chef will come to the
villa and prepare your breakfast, lunch and dinner in a traditional Mauritian style ...or according to
whichever cuisine. In case you prefer more privacy, you can also choose to have all your meals
prepared by the chef in their kitchen and delivered to your villa. It is possible to have the services of
either a qualified cook, or of a certified fine dinning chef to prepare your meals.

 Babysitters – Need some help with the little ones? No problem. We offer the services of an
experienced babysitter to come to the villa, play, help, and be there for the little ones. All for you to
enjoy some children free time, going out for some dancing, casinos or any other. The Babysitter is
available anytime 24/7.

 House butler – The house butler is there to attend your every need. He will coordinate all your
trips, organize all the transportation arrangements, provide you with some tips and insights on
Mauritius, and will assist you in any other holiday making sure you will have hassles free holiday.

 Personal Masseur – What better way to enjoy a relaxation massage then in the convenient of
your villa. Enjoy the services of a certified masseur, offering a selection of private massage
treatments in your villa.

 Private Chauffeur – Enjoy the services of a private chauffeur with a luxury car to drive you and
your partners to anywhere in Mauritius according to your requests (including also taking you for
private island sightseeing tours).
 Over 300 Fully Staffed Villas in Jamaica
Exotic and Luxurious vacation rental villas in Jamaica by Jamaican Treasures represents
over 300 fully staffed Jamaica vacation rentals villas located on beachfront. From Montego
Bay, Negril, Ocho Rios, Discovery Bay and Port Antonio, we cover the whole Is land - We are
Jamaican! We know our villas! Trust us to tell you the truth!

customer service
noun
1. the assistance and advice provided by a company to those people who buy or use its
products or services.
2. What is customer service in simple words?
3. Customer service is the act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality service and
assistance before, during, and after the customer's requirements are
met. Customer service is meeting the needs and desires of any customer.
4. What is a good customer service?
5. The key to good customer service is building good relationships with
your customers. Thanking the customer and promoting a positive, helpful and
friendly environment will ensure they leave with a great impression. A
happy customer will return often and is likely to spend more.
6. What is customer service and why is it important?
7. Customer service is the support you offer your customers — both before and
after they buy and use your products or services — that helps them have an
easy and enjoyable experience with you. Offering amazing customer
service is important if you want to retain customers and grow your business.
8. How do you define customer?
9. Customer – definition and meaning. A customer is a person or company that
receives, consumes or buys a product or service and can choose between
different goods and suppliers. The main goal of all commercial enterprises is to
attract customers or clients, and make them purchase what they have on sale.
What is customer service and why is it important?

10.Customer service is the support you offer your customers — both before and
after they buy and use your products or services — that helps them have an easy and
enjoyable experience with you. Offering amazing customer service is important if you
want to retain customers and grow your business.

11.Customer – definition and meaning. A customer is a person or company that

receives, consumes or buys a product or service and can choose between different
goods and suppliers. The main goal of all commercial enterprises is to
attract customers or clients, and make them purchase what they have on sale.

..

Search for: How do you define customer?

 What are the 3 key elements to good customer service?
16 Customer Service Skills that Every Employee Needs
 The customer service skills that matter. ...
 Patience. ...
 Attentiveness. ...
 Clear communication skills. ...
 Knowledge of the Product. ...
 Ability to use positive language. ...
 Acting skills. ...
 Time management skills.
More items...
•

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What are the 4 principles of customer service?
The Four Main Pillars of Outstanding Customer Service
 Personalization. Outstanding service always starts with a human touch. ...
 Competency. Consumers identified competency as the element that played the biggest
role in a good customer experience. ...
 Convenience. ...
 Proactivity.

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How do you show good customer service?
9 Tips for Providing Excellent Customer Service
 Know Your Product or Service. To provide good customer service, you need to know
what you're selling, inside and out. ...
 Be Friendly. Customer service starts with a smile. ...
 Say Thank You. ...
 Train Your Staff. ...
 Show Respect. ...
 Listen. ...
 Be Responsive. ...
 Ask for Feedback.

How do you define customer service best answer?

Sample 'Define Excellent Customer Service' Interview Answers
It means showing the customer how important he or she is to you and the business by
interacting with he or she in a friendly- helpful and positive way. ... Good customer
service means meeting expectations- but excellent customer service means
exceeding them.

Search for: How do you define customer service best answer?

What is most important customer service?
As a job, customer service professionals are responsible for
addressing customer needs and ensuring they have a good experience. As a skill
set, customer service entails several qualities like active listening, empathy, problem-
solving and communication.

..

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What exactly is customer service?
From a practical prospective, customer service is the activity of
satisfying customer needs. From an emotional one it's much more than that
– customer service is caring for customers and treating them with respect. ... The
company can then decide exactly what it can and cannot do in terms
of service delivery.

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What are the types of customer?
Five Main Types of Customers
In the retail industry, customers can be segmented into five main types:
Loyal customers: Customers that make up a minority of the customer base but
generates a large portion of sales.

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What are customers examples?
The definition of a customer is a person who buys products or services from a store,
restaurant or other retail seller. An example of a customer is someone who goes to an
electronics store and buys a TV. YourDictionary definition and usage example.

What are the 6 key elements of service?

Six key elements of great customer experience.
 Reliability. Network and systems reliability is central to delivering an outstanding
customer experience. ...
 Availability. Our customers expect to contact us on their terms, using email, chat, voice
calls, messaging or portals. ...
 Simplicity. ...
 Adaptation. ...
 Anticipation. ...
 Accountability.

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How do you handle difficult customers?
10 Ways to Handle Difficult Customers
1. First and foremost - listen. Do not try to talk over the customer or argue with them. ...
2. Build rapport through empathy. ...
3. Lower your voice. ...
4. Assume all your customers are watching. ...
5. Know when to give in. ...
6. Never get angry or upset. ...
7. Never take it personally. ...
8. Remember that you're interacting with a human.
What is the golden rule of customer service?
The Golden Rule Of Customer Service. ... Or, to paraphrase several philosophers, do
unto your customers as you want to be treated when you're a customer. This principle
is all you need when designing your customer service policies and proceedures
What is the golden rule of customer service?
What are the main principles of customer service?
Here are seven customer service principles that can help you transform your
support operations and deliver the best experience every time.
1. Support customers as a team. ...
2. Listen to customers (and share their feedback). ...
3. Don't be a robot. ...
4. Be honest about what you don't know. ...
5. Practice empathy. ...
6. Know your product.
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What are areas of customer service?
There are four main types of customer service: live answering, interactive voice
response representatives, live chat, and email. Picking the one that's right for you, or
using them in tandem, means that you offer better, more consistent customer
service.Jan 19, 2018
 The 4 Types of Customer Service and How to Use Them

https://www.business2community.com › customer-experience › 4-types-cust...

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What are the elements of customer service?
Five Essential Customer Service Elements
 Is Your Company a Soulless Machine?
 Respect. Respect the fact that customers actually pay our salaries and make our profits
for us. ...
 Listening. Keep your ears—and eyes—open. ...
 Responding. Now you have to respond positively. ...
 Serving. Essentially this means fulfilling your promises.
Dec 18, 2013

Why should we hire you examples?

Why Do Interviewers Ask This Question?
 You can do the work and deliver exceptional results.
 You will fit in beautifully and be a great addition to the team.
 You possess a combination of skills and experience that make you stand out from the
crowd.
 Hiring you will make him look smart and make his life easier.

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What are your weaknesses?
“What are your greatest weaknesses?” example answers
 Example weakness 1: Self-critical. ...
 Example weakness 2: Lacking confidence. ...
 Example weakness 3: Difficulty asking questions. ...
 Example weakness 4: Lacking experience. ...
 Example weakness 5: Procrastination. ...
 Example weakness 6: Perfectionism.

What is customer service in simple words?

 What is the best answer to what does customer service mean to you?
“Customer service means going above and beyond to keep the customer happy,
whether that means answering any questions they have or resolving issues with a
positive attitude. Customer satisfaction is the top priority, and hopefully creating loyal,
returning customers.”

What are the 4 types of customers?

Here are five sales-oriented types of customers you will encounter.
 Potential customer – The Potential Paul. ...
 New customer – New Neil. ...
 Impulsive Customer – Impulsive Iggy. ...
 Discount customer – Discount Dan. ...
 Loyal customer – Loyal Larry.

How can you contribute to customer service?

9 Tips for Providing Excellent Customer Service
1. Know Your Product or Service. To provide good customer service, you need to know
what you're selling, inside and out. ...
2. Be Friendly. Customer service starts with a smile. ...
3. Say Thank You. ...
4. Train Your Staff. ...
5. Show Respect. ...
6. Listen. ...
7. Be Responsive. ...
8. Ask for Feedback.
1.

How do you identify dissatisfied customers?

There are five signs that you have an unhappy customer who may be ready to
jump to one of your competitors, and here they are:
1. Voices frequent complaints. ...
2. Refuses to respond to calls or emails. ...
3. Neglects discounts and special offers. ...
4. Compares you against competitors. ...
5. Lacks trust.
May 25, 2017

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What are the rules of customer service?
8 Rules for Good Customer Service
 Answer Your Phone. The first rule of good customer service is that your business phone
needs to be answered. ...
 Don't Make Promises Unless You Will Keep Them. ...
 Listen to Your Customers. ...
 Deal With Complaints. ...
 Be Helpful—Regardless of Profit. ...
 Train Your Staff. ...
 Take the Extra Step. ...
 Throw In Something Extra.

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What are customer service skills?
With that, let's get started with the very first important customer service skill:
empathy.
 Empathy. Understanding the customer and the problem is key for anyone in a customer
facing role. ...
 Clear communication skills. ...
 Product knowledge. ...
 Problem-solving skills. ...
 Patience. ...
 Positive attitude. ...
 Positive language. ...
 Listening skills.

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What is customer service etiquette?
By following customer service etiquette tips, a customer service associate can
establish a professional tone to the call, help calm an angry customer,
get customers to be cooperative and persuade customers to accept a solution that is
beneficial to the company as well as the customer.


What skills do you need for customer service?

Here are the top customer service skills your representatives need, according to
data.
1. Persuasive Speaking Skills. Think of the most persuasive speaker in your organization.
...
2. Empathy. ...
3. Adaptability. ...
4. Ability to Use Positive Language. ...
5. Clear Communication Skills. ...
6. Self-Control. ...
7. Taking Responsibility. ...
8. Patience.

What are the basic principles of customer service?

Here are seven customer service principles that can help you transform your
support operations and deliver the best experience every time.
1. Support customers as a team. ...
2. Listen to customers (and share their feedback). ...
3. Don't be a robot. ...
4. Be honest about what you don't know. ...
5. Practice empathy. ...
6. Know your product.
More items...
•
Sep 1, 2013

What are the seven elements of good customer service?

The 7 Keys to Great Customer Service
 The value of customer service.
 The seven keys to good customer service.
 Develop skills. Instead of hiring employees and letting them learn through trial and error
on the job, teach them valuable customer service skills. Focus on such characteristics
as adaptability, empathy, clear communication, and patience.
Nov 20, 2014

Search for: What are the seven elements of good customer service?
What is the aim of customer service?
Customer service goals are specific goals and guidelines that a company puts into
place to ensure every single customer is 100% satisfied with the services the
company provides. Excellent customer service means meeting the needs and wishes
of every customer in a timely manner.

Search for: What is the aim of customer service?

Why do u want this job?
The hiring manager wants to: Learn about your career goals and how this position fits
into your plan. Make sure that you are sincerely interested in the job and will be
motivated to perform if hired. Find out what you know about the company, industry,
position (and if you took the time to research)


How do you satisfy customers?

4 great ways to improve your customer satisfaction
1. Treat every customer as if they were a VIP. Give every customer the same excellent
treatment as you would like to receive yourself. ...
2. Keep measuring customer satisfaction. ...
3. Know how you should survey your customers happiness – the right way. ...
4. Keep an eye on what customers say about you on social media.
How do you resolve a complaint?
How to Handle Customer Complaints
1. Stay calm. When a customer presents you with a complaint, keep in mind that the issue
is not personal; he or she is not attacking you directly but rather the situation at hand. ...
2. Listen well. Let the irate customer blow off steam. ...
3. Acknowledge the problem. ...
4. Get the facts. ...5 Offer a solution.
 How do you achieve customer loyalty?
To avoid that, here are 25 ways to better your company's customer loyalty.
1. Share your values. ...
2. Provide excellent customer service. ...
3. Be transparent. ...
4. Create a sense of community. ...
5. Get their email addresses. ...
6. Use social proof. ...
7. Exceed expectations. ...
8. Don't neglect existing customers

What is customer satisfaction example?

Factors that can affect consumer satisfaction include the quality of the product, the
quality of service provided, the atmosphere of the location where the product or service
is purchased, price, and value.
What are the 5 performance objectives?
Five Performance Objectives. The Five Performance Objectives of quality, speed,
dependability, flexibility, and cost can be grouped together to play a pivotal role in
business.Oct 23, 2017

How can I introduce myself during interview?

Introducing Yourself in an Interview Guide
1. Start by researching the company and your interviewers.
2. Dress appropriately for the interview.
3. Avoid distractions and keep eye contact.
4. Be confident and comfortable.
5. Be aware of body language.
6. Prepare what to say.
7. Rehearse your introduction with a friend.
More items...
 How to Introduce Yourself in an Interview | Indeed.com

https://www.indeed.com › career-advice › how-to-introduce-yourself-in-an-i...

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What to say to introduce yourself?

What to say in Tell me about yourself?

How to answer tell me about yourself: Start with an important fact about yourself.
Talk about your most recent role, a past role, and why you're excited for this
opportunity. Put a couple big achievements in your tell us about yourself answer.Jun 3,
2019

What are some examples of key performance indicators?

Examples of Financial KPIs
 Growth in Revenue.
 Net Profit Margin.
 Gross Profit Margin.
 Operational Cash Flow.
 Current Accounts Receivables.
 Inventory Turnover.
 EBITDA.

How do you write a KPI achievement?

Follow these steps when writing a KPI:
1. Write a clear objective for your KPI. ...
2. Share your KPI with stakeholders. ...
3. Review the KPI on a weekly or monthly basis. ...
4. Make sure the KPI is actionable. ...
5. Evolve your KPI to fit the changing needs of the business. ...
6. Check to see that the KPI is attainable. ...
7. Update your KPI objectives as needed.
More items...
 Search for: How do you write a KPI achievement?
What are the most important KPI?
What Exactly Are the Most Important Financial KPIs That Inform Business
Strategy?
1. Revenue Growth. Sales growth is one of the most basic barometers of success for any
business. ...
2. Income Sources. ...
3. Revenue Concentration. ...
4. Profitability Over Time. ...
5. Working Capital.

How do you set KPI targets?

How To Set KPI Targets: 9 Steps To Drive Results
1. Review progress in achieving your strategic plan.
2. Select your most important KPI as it relates to your strategy.
3. Mathematically determine the five-year target for that KPI.
4. Work backwards from your five-year target to get to your year-by-year target.
5. Nail down the rest of your financial KPIs using the process above.

How do you identify KPI's?

Let's get started.
1. Choose KPIs That Are Directly Related to Your Business Goals. ...
2. Focus on a Few Key Metrics, Rather Than a Slew of Data Points. ...
3. Consider Your Company's Stage of Growth. ...
4. Identify Both Lagging and Leading Performance Indicators. ...
5. Understand That KPIs Are Different for Every Industry and Business Mode

https://blog.hubspot.com › marketing › choosing-kpis

How do you identify KPI's?
STEP 3: For each priority goal, have no more than three KPIs. Sometimes a goal only
needs one measure or KPI. Excellent – that will keep it simple. But you
can sometimes need two or three KPIs or measures for any one goal, for example,
when you need more than one stakeholder

How do you set sales targets?

To set achievable sales targets, a few things are important:
1. Revenues. Determine what revenues are required for the business to succeed.
2. Be realistic about timelines. ...
3. Sales people meetings. ...
4. Incentivise your sales team properly. ...
5. Ensure that the sales team is managed and monitored. ...
6. Reporting system. ...
7. Spreadsheet analysis.

Search for: How do you set sales targets?

What is a KPI target?
Key Performance Indicators (KPIs) are the critical (key) indicators of progress toward
an intended result. ... Managing with the use of KPIs includes setting targets (the
desired level of performance) and tracking progress against that

What is the difference between a KPI and a target?

A KPI represents how far a measure is above or below a pre-determined target. A
measure is used to quantify what's been done. The target is how much you want to get
done. And the KPI is what you use to tell you if you've achieved it all.

Here are five sales-oriented types of customers you will encounter.

 Potential customer – The Potential Paul. ...
 New customer – New Neil. ...
 Impulsive Customer – Impulsive Iggy. ...
 Discount customer – Discount Dan. ...
 Loyal customer – Loyal Larry.
CUSTOMER SERVICE SKILLS LIST

1. Persuasive Speaking Skills

Think of the most persuasive speaker in your organization. Is he or she a salesperson?

Chances are the answer is yes. Persuasion has long been recognized as an important

sales skill, but it can also be invaluable for your customer service. Every day, your reps turn

problems into solutions and fair-weather customers into loyal brand evangelists. Think they

don’t need to be persuasive to get the job done? Believe it or not, 74% of consumers say

they’ve spent more with a company because of positive service experiences — up to 14%

more. It’s that effective. So make sure your reps can speak confidently, stay positive, and

offer the kind of compelling arguments that lead to conversions.

2. Empathy
No list of good customer service skills is complete without empathy. Empathy is the ability to

understand another person’s emotions and to understand their point of view. How is

empathy an important service skill? Consider that 70% of buying experiences are based on

how the customer feels they are being treated. It’s not about whether the problem was

solved, if there was a refund, or how much time was spent — at least, it’s not entirely, or

even mostly, about those issues. Business people are so used to thinking about the bottom

line, but the bottom line in most customers’ minds isn’t financial; it’s emotional. Emotions

are more important than facts, plain and simple.

3. Adaptability
When you work directly with the public, your days are never exactly the same. People aren’t

the same. Did you know that 60% of customers change how they contact you depending on

where they are and what they’re doing? That means you’ll have inquiries coming in via

phone, email, social media, and maybe even in person — sometimes all from the very same

customers. Luckily, a good CRM is equipped to handle this challenge by integrating ticket

sources and making customer information available no matter what channel you’re using.
Customer service reps need that same mental flexibility to respond to a variety of situations

in whichever way your customers prefer at the moment.

4. Ability to Use Positive Language
If your customer contacts you, chances are it’s because he or she has a problem. But

despite a customer’s anger, frustration, or defeatism, reps need to stay positive. It’s okay to

empathize with the customer — in fact, it’s a key component of great service — but keep it

as upbeat as you can. Steer the conversation toward a positive outcome with use positive

language. Focus on the solution. Thank customers for their patience, understanding, and

valued loyalty.

5. Clear Communication Skills

This may seem obvious, but you’d be surprised how many customers struggle to

communicate with their customer service representative. In fact, 33% of clients say that

efficiently answering questions is the most important skill that a customer service agent can

have. Mumbling, losing focus, or using unclear language can be the source of many

dissatisfied customer experiences. Your agents can be the most empathetic, professional,

and positive people in the business, but they also must be able to communicate well with

customers. Hire good communicators and commit to training everyone on your customer

service team.
6. Self-Control
To piggyback on a well-known truism, working in customer service is like a box of

chocolates: You never know what you’re going to get. It could be an irate customer one

minute, a completely confused person the next, or a perfectly patient customer who turns

around and criticizes your company on Facebook. In a world where a single negative social

media post about your company has as much impact on buyer decisions as five positive

ones, that’s a pretty big deal. As stressful and anxiety-inducing as customer service can be,

your reps need to have self-control — even when your customers don’t. They need to
remain calm even when attacked, positive when faced with pessimism, and professional

when a customer gets personal. There are very few consequences for a customer when

they blow up at a rep. The consequences of not having self-control when interacting with a

customer, however, are often irreparable.

7. Taking Responsibility
Just because you solve a customer’s issue doesn’t mean they’ll stick around, but how you

solve an issue is just as important as providing a solution. The key is to take responsibility

for the customer’s care. Your customer service reps are on the front lines of satisfaction, but

how many of your reps are actually the cause of the issue at hand? Very few. They can take

responsibility for how the solution occurs, however, and 29% of customers say the ability to

handle requests without transfers or escalations is one of the most important skills for a

representative. This is a big deal, as 70% of customers who have left companies say they

would have stayed if their issue had been resolved in a single interaction instead of several.
8. Patience
When being shouted at, insulted, and rudely rushed are all just a part of your day, it can

seem like playing Russian Roulette every time you pick up the phone or otherwise greet a

customer. But keeping your cool is critical to great customer service. According to a study at

the University of Toronto, impatience makes doing hard things (like talking down an irate

customer) even harder. It also impedes your enjoyment of life, and if you think dealing with

unhappy customers is a pain, just wait until they make your whole department ornery.

Instead, breathe. Realize that this person’s anger has little to do with you, but that you have

the chance to turn their day — and their problem — into something positive.
9. Effective Listening
All of your agents could do their jobs better with a little more training, and an easy way to

start is by teaching your staff how to listen effectively. Listening skills are about more than

just turning up the volume on a headset. It’s about taking the time to truly understand a

customer’s issue and then letting them know you’re paying attention. Often, simply
rephrasing the issue in your own words and asking a customer if that sounds right is

enough to make them feel like you really understand them.

10. Attentiveness
According a 2015 Employee Engagement Trends Report, your customer service reps are

probably among the least engaged of your employees. And if they’ve checked out, your

customers will, too, and you’ll miss the chance to stop them from moving on to one of your

competitors. A total of 43% of consumers see companies as helpful, but not doing anything

special to keep their business. Instead, surprise your customers by being fully present and

turning your complete attention to their plight. You don’t have to scrap the canned

responses, but use them as guidelines rather than word-for-word scripts.

11. Time Management
Time: We could all use more of it, couldn’t we? Unfortunately, it’s the most limited resource

any of us have, so all we can do is effectively manage our schedules. When you are

interrupted, it’s easy to get flustered or frustrated, and it’s tempting to let the phone ring a

few extra times or an email sit in the inbox a little longer. But doing so is bad news. Eighty-

three percent of online shoppers will abandon a purchase or take their business elsewhere

if they aren’t helped within five minutes. Put a customer on the back-burner, even for a few

minutes, and it may cost your company their business. Instead, make quick response times

a priority. Streamline systems so updating customer information and reporting is quick and

easy. And make sure your reps have plenty of time in the day to complete their tasks, so

they aren’t having to choose between helping clients and fulfilling their other responsibilities.
12. Willingness to Improve
Willingness to improve is a skill you need in your employees no matter what department

they’re in. It’s a skill we all need in order to succeed. But that doesn’t make it any less

applicable to your customer service representative. Customer expectations are always

changing and new technology to manage them is constantly emerging. We learn something
new every day on the job. How do you motivate your employees to improve? Financial

incentives can work, but the National Business Research Institute says 62% of

employees are more motivated by approachable management, having the appropriate

resources for their jobs, and the ability to stay informed about important issues and

changes.
13. Knowledge
Speaking of having the right tools, one of those tools is basic knowledge about your

business. If your reps aren’t up-to-date on company policies, product specs, and how the

purchasing process works, they won’t be able to answer customer questions efficiently.

Plus, believe it or not, many customer service inquiries can be great opportunities to make

yet another sale. The chances of selling to an existing customer are 50 to 55% better than

selling to a new customer — but only if your reps know enough to make the right offer at the

right time.
14. Ability to Admit You Don’t Have the Answer
Customers arm themselves with knowledge and generally attempt to solve their own issues

before contacting your reps. In fact, when Salesforce created its State of Service report, we

learned that 39% of millennials check a company’s FAQs page first. If that doesn’t solve the

issue, they eventually call the company, send an email, contact them via social media, or

seek assistance through some other channel. While it may be embarrassing when a

customer knows more than your customer service representative, if that rep gets flustered

while trying to hide a lack of knowledge, you may lose business. Instead, encourage your

reps to admit when they don’t know something or are wrong, and offer to find the answer.
15. Thick Skin
One third of customers say they’d rather clean a toilet than speak with customer service.

This is the reality that many agents unfairly face every single day. That’s why having a thick

skin is on our customer service skills list. Your reps are on the front lines of your business,

and they need some solid armor. Insults, anger, and frustration need to bounce off them like
Nerf balls. Make sure they know you support them and foster an environment where it’s

okay to take a head-clearing moment between difficult calls.

Finding a customer service team member with all these skills is difficult, but there’s no need

to feel overwhelmed. Training your staff doesn’t happen overnight, so take it one day at a

time. Each skill builds on and complements the others; focus on the customer service skills

that can be improved the most and move on to each additional skill from there. Chance are,

you’ll see a marked improvement sooner than you think.

Of course, this list of customer service skills may not be perfect for every company or

complete for every customer service team. A strong customer service department is

founded by solid leadership and empowered employees. Start there, then build your team

with an emphasis on the customer service skills listed here, and your customer satisfaction

scores will react accordingly and in your favor.

 21 essential customer service
skills
No matter your business size or industry, your customers have one thing in
common: their humanity.

Every customer is a person who has taken the time out of the hustle and
bustle of their hectic day to interact with your brand. And, each person wants
to feel respected and appreciated.

Employees with these customer service skills do more than create

transactions, they create positive customer experiences. Alternatively,
companies who don’t value and empower these skills can find themselves
sliding down a slippery slope.

The 21 most important customer service skills

 Empathy

 Communication skills

 Product knowledge

 Problem-solving skills

 Patience

 Positive attitude

 Positive language

 Listening skills

 A willingness to go the extra mile

 Personal responsibility

 Confidence

 Tenacity

 Authenticity

 Adaptability

 Attentiveness

 Desire to learn

 Professionalism

 Acting ability

 The ability to respond quickly

 Time management skills

 The ability to let it go

As we go through the list, you’ll notice how many of these skills tie together.

Think of each skill as a thread – once weaved together, they create a support
network every client can reach with the confidence they’ll find what they need.

With that, let’s get started with the very first important customer service skill:
empathy.

1. Empathy
Understanding the customer and the problem is key for anyone in a customer
facing role. (Plus, it helps when collaborating with your co-workers!)

In a recent MarketingProfs podcast with speaker and author Jay Baer, he

shared why empathy has an impact on a business’ bottom line:
"At one point, empathy was the default. When we interacted with customers
and prospects, we did so almost reflexively with a degree of humanity, a
degree of warmth, a degree of caring. It's safe to say now that we are
operating in an era of empathy deficit, not only in business, but [also] in
politics and in life. The default state is no longer warmth and caring, it is
knives out. Consequently, if you can be disproportionately empathetic in your
business, it is noticeable in a way that it wouldn't have been in the past and
can create customer conversations accordingly."

The default state is no longer warmth and caring, it is knives

out. Consequently, if you can be disproportionately empathetic
in your business, it is noticeable...and can create customer
conversations accordingly.
Jay Baer Marketing author, influencer, and keynote speaker

One-to-one customer interactions with your customer success team are the
biggest place you can show empathy. Anyone on the phone, live chat,
or social media customer support must understand that they are talking to a
real live person.

It can’t be stated enough that customers are human beings, not another stat
for your spreadsheets.

Sometimes, empathy will mean you have to break the rules or make an
exception. If someone needs you to bend the rules due to a family emergency
or extenuating circumstances, and you do so, you could develop a lifelong
brand advocate.
2. Clear communication skills
Service reps must be able to explain the potential solutions to customers’
problems, and do so in a clear, concise manner. As a communication studies
major, I have extra excitement for this customer centric skill.

Clear communication skills mean speaking without jargon, especially if it’s

terminology specific to your company. Those who communicate well also
understand when their point isn’t getting across and know how to offer
alternative explanations if the original doesn’t make sense.

On the technical side, when it comes to verbal communication, those

speaking to customers in person or on the phone must also speak clearly – no
mumbling allowed!

Non-verbal communications also come into play during these conversations,

even when they’re on the phone.

Take a look at the studies done by Dr. Albert Mehrabian in the 1970’s.
According to his extensive research, only 7 percent of his communication is
the words we say.
The remaining elements of communication come down to non-verbals signals
you give people. 38 percent of these include voice and tone. In order words,
“It’s not what you say, it’s how you say it.” The remaining 55 percent depends
on body language.

Think of the employees at a retail shop or those who work trade shows as part
of an event marketing strategy. Those with exceptional communication skills
will have a confident, open stance and make eye-contact with ease. No
slouching or crossed arms – this makes employees much more approachable.

Why do these non-verbal skills matter so much?

As described by Dr. Mehrabian, “The non-verbal elements are particularly

important for communicating feelings and attitude, especially when they are
incongruent: if words and body language disagree, one tends to believe the
body language.”

So, if the words you’re saying don’t match up to how you’re saying them,
people trust your tone more.
And yes, in case you were wondering, the lack of non-verbals can be the
cause of communication issues in text messages, especially for the easily
offended. If you are using chatbots and email for customer support, ensure
employees have a history of excellent written communication, including
grammar.

It’s no surprise these 93 percent of non-verbal communication skills apply to

those in an in-person customer facing role. However, don’t forget their
importance in phone support, too. For example, posture has a huge impact on
a person’s tone and vocal quality. (I’m an actor, trust me on this one!)

Communication skills are interlinked with the ability to listen, which we’ll
discuss in point No. 8, and being attentive, point No. 15.

3. Product knowledge
While it may seem like a given, product knowledge is a crucial element that
can’t be ignored. Regular training and product updates to give your reps a true
understanding of your product, as well as any product changes that will affect
customers, is key to the success for your company.

In order to truly help people, your reps must be able to give accurate and up-
to-date information about your product or service.

If not, you’ll upset your customers even more!

According to a survey of more than 1,000 adults by the Consumer Reports

National Research Center, 70 percent of people are highly annoyed when
they are transferred to a representative who can’t help or is wrong.
In-depth product knowledge does more than enable service agents to
troubleshoot customer problems it allows reps to help customers get the most
out of your product, ensuring your product or service provides the maximum
value.

When they do face a question they can’t answer, make sure that customer
service professionals know who to turn to when they need additional
information.

4. Problem-solving skills
In essence, problem-solving is what customer service is all about.

While there are many problem-solving models, those interacting with

customers need to be quick on their feet. There’s no time for group
brainstorming. Your clients want their problems fixed and they want them
fixed now.

Here is an example of the problem-solving process that applies to customer

service situations:
Great customer service means getting to the heart of problems immediately,
then coming up with solutions. It’s important to note step No. 5 in relation to
the customer experience.

You may have come up with a solution to the problem, but did it actually work
for the customer? If not, it’s time to go back to the beginning and identify new
potential solutions.

The circle doesn’t stop until your customer’s issue is solved.

5. Patience
Customer service reps will often find themselves on the front line against
unhappy customers. Depending on the situation, people may have worked
themselves up into quite a state before speaking with a customer service
representative. The ability to stay calm and keep from taking things personally
will help diffuse tense situations with angry customers.
A customer service representative may find themselves with a customer who
doesn’t know how to describe the problem or struggles to accurately answer
the reps questions.

Service reps who maintain their patience are less likely to get irked (making a
negative situation even worse) when interacting with a frustrating customer.

Let’s face it: No one is perfect, but there are, no doubt, some frustrating
people out there. And, as anyone who works in customer support will tell you,
sometimes it seems as if these are the ones who call the most!

Knowing when to take a big (silent!) breath in, then out can come in quite
handy.

6. Positive attitude
According to Winston Churchill, “Attitude is a little thing that makes a big
difference.”

Do you know what? He’s right.

It’s a lesson I learned from my Dad at a young age. While I love all of his life
lessons, thanks to his career in sales, this one is applicable when discussing
customer service skills. Growing up, my Dad not only pointed out poor
customer service, but he also made a point of letting managers know when
employees showed exemplary customer service.

There’s no doubt each one of these people displayed a positive attitude.

I remember reading the following poem by Charles Swindoll on my Dad’s desk
when I was at that susceptible middle-school age when motivational skills
have the strongest impact.

Image source: The Little Rebellion

Notice those words towards the end, “I am convinced that life is 10% what
happens to me and 90% how I react to it.”

Even if a customer service agent is having a bad day, the calls are going to
keep happening. The important part is how that agent reacts, even if a
particularly feisty customer happens to be pushing their buttons.
 Image source: Randy Glasbergen via Hamilton Writing

Having a positive attitude is one of those customer service skills that is

essential for all employees. These people are more enjoyable to be around.
Plus, they’re more ready to solve problems and able to execute the next skill:
Positive language.

7. Positive language
Those with positive attitudes are able to focus on solutions. Building on that,
those who speak positive language also speak in positive terms – they don’t
mention the negatives.

I know what you’re thinking: “Isn’t that the definition of an optimist?”

While it’s likely an optimist has a positive attitude, positive language is a more
technical skill. Positive language is how a customer service rep uses their
communication skills to share information.

Imagine you receive a catalogue sent using direct mail marketing. You call to
order a sweater (old-school, I know!), only to find it’s out of stock.
Many times, this is what you’ll hear: “I’m sorry we don’t have that in stock, it’s
backordered and you can’t get it for two weeks.”

Now, image you instead hear, “That product will be available in two weeks. I
can place your order now, and you will receive it on approximately November
15th.”

Notice the difference?

By using positive language, customer service managers can overcome a

customer’s problem before they even knew they had one.

8. Listening skills
Even though a rep might face the same problem 15-to-20 times a day, it is
imperative they still listen to each person and each call.

Customer experiences vary from person to person. A problem may be

common, but that doesn’t mean that’s this customer’s problem.

If your customer service representatives are making assumptions, you’ll find

yourself with customers who are increasingly agitated.

In addition to not assuming, consider the following ways to improve listening

skills:
Asking questions, taking notes, and avoiding interruptions are all excellent
tactics to improve listening.

Encourage all employees to take these actions as a way to

increase productivity through heightened communication skills.

Related: Discover the 5 customer service skills that inspire reviews.

9. A willingness to go the extra mile

A willingness to go the extra mile can also be thought of as “wow” customer
service. Forbes author Micah Solomon describes wow customer service as
“service that goes beyond fulfilling basic customer expectations and does so
in a creative, unexpected way.”

Put simply, it makes people go, “Wow.” (Who would have guessed?)
Some companies, such as fashion brand Zappos and petcare company
Chewy, have built their brands on this type of customer service. I can say for a
fact they’ve both made a fan of me.

How exactly does Chewy make customers say wow? Its customer service
agents’ skills extend across all channels. The brand has a dedicated Twitter
account, complete with a Twitter banner showing off the smiling faces of these
stellar employees. When it comes to phone calls, there is absolutely zero
automation, and service reps aim to answer the phone within a mere five
seconds.

Kelli Durkin, Chewy’s VP of Customer Service, shares that it comes down to

the dedication of her customer service team: “Our customer service reps have
good energy and the staff is excited to delight the customer...We want
customers to be so wowed by the interaction they can’t help but share their
experiences.”

Other examples of wow customer service include the condolence gifts given
to those who lose a pet, and the randomly selected customers who receive
hand-painted portraits of their pets.

Image source: Bloomberg

Many believe that Chewy’s commitment to the extra mile is what led to
PetSmart buying Chewy for a reported $3.5 billion, the largest e-commerce
acquisition ever as of April 2017.

While the dedication to a customer-centric approach comes from

management, it is the customer service representatives interacting with
customers day in and day out, listening to customers’ stories and needs for
their furry family members, who make that wow factor happen.

TIP: Empower your customers and grow your brand with reviews
Going the extra mile creates experiences customers love to share. Give brand
advocates the opportunity to tell their stories by utilizing customer reviews

If you're a B2B software or service company, after claiming your free G2 profile,
you'll discover how reviews deliver increased credibility, brand exposure, and
customer insights.

10. Personal responsibility

Personal responsibility is critical in all decisions and relationships, be it in or
out of the office.

While it’s quite understandable for mistakes to be made in customer service

roles, authentic customer support employees know when they have made a
misstep. We’re all human, and we make mistakes. Accepting responsibility for
those mistakes and looking for ways to fix them is how you turn a negative to
a positive.

And, just like responding to negative customer reviews can turn the tides,
acknowledging the mistake and fixing it is how you can turn a frustrated client
into a brand advocate.

11. Confidence
Customers will have faith they are getting the right answer (and one that will
work!) when they talk to someone with confidence. And, when you go back to
the third skill – training service reps on your product and service – this should
come naturally!

Confident employees are a positive reflection on your brand, increasing your

company’s trust and credibility. Proper training and internal communication
channels to troubleshoot new customer issues as they arise will naturally give
reps the confidence to excel.

If you have a customer service agent with great empathy, listening, and
problem-solving skills, but who’s lacking just a bit in their self-confidence,
consider doing what you can to give them a confidence boost.

Provide employees with positive feedback and some physical tips on how to
be confident. Just like those who need some help with easy networking tips,
smiling and maintaining a confident posture will go a long way. (Plus it helps
those communication skills!)

12. Tenacity and resilience

Let’s face it – most people only call customer service when they have a
problem. This means that your customer service reps are often faced with
unhappy people non-stop throughout the day. Sometimes, it’s a simple
problem to fix. Other times, not so much.

Customer Service reps need the ability to deal with other people’s frustrations
day in and day out, while still maintaining that positive attitude.

“Patience and tenacity are worth more than twice their weight of
cleverness.”
Thomas Huxley

Tenacity is also required when support agents are facing problems that aren’t
easy to solve. Sometimes, it may be an usual technical difficulty. Alternatively,
service reps could find themselves working with the un-tech savvy who need
some extra time to get through the basics.
Other times, employees might be helping a customer with extenuating
circumstances. Customer service reps will have to spend extra time, or take
measures not usually taken, to ensure the issue is resolved.

Think of tenacity as resilience: the dogged determination not to stop until the
problem is solved.

13. Authenticity
Authenticity will go a long way when it comes to customer service. As a
midwestern girl (I grew up surrounded by cows and cornfields), I grew
accustomed to people who care about each other.
This goes back to empathy and listening – you’re not just reading a script,
you’re not pretending to listen, you are giving your best solution to each and
every customer.

It means that you’re not trying to help a customer to fulfill your own goals
(whether it’s making a renewal, hitting your target, or avoiding looking bad to
your boss). You want to help every individual you cross paths with.

14. Adaptability
While you may have a standard customer service script, customers are not
made from cookie cutters. Each individual’s situation is unique, and you need
to be ready to adapt to each one.

Finding employees with strong adaptability skills will not only help your
customer success rate, it will also help you find strong leaders. In fact,
according to the Center for Creative Leadership, the ability to adapt or
develop was cited as the No. 1 most cited success factor for North American
managers.

The good news is, according to a 2017 global study by

PricewaterhouseCoopers, 86 percent of those in the workforce believe they
have this skill.
 Image source: Job Market Monitor

As you’ll notice in the image, adaptability is closely followed by problem-

solving as the top two skills members of the workforce believe they have.

Assuming people responded with an accurate self-assessment, there’s a good

chance most employees will have these two critical customer service skills.

15. Attentiveness
Think of your standard romantic comedy with the dreamy leading man. What
do all the girls say? “He made me feel like I was the only one in the room.”

Be attentive to your customers and make them feel like they matter.

Instead of movie scripts, think of applying a small business strategy. Coming

from a small town, I grew up witnessing businesses that showed appreciation
to all customers by spending time with them.
Sometimes, small businesses are the ones that understand their clients the
most; they have lifelong customers because of the time they spend building
relationships.

Putting quality over quantity (rather than speed and moving on to the next
customer), gives each customer all the time they need. This is one of the
reasons online fashion retailer Zappos has seen such success.

Its longest customer service call? Take a guess.

20 minutes? 30 minutes? An hour? Try over 10. Ten hours and 43 minutes, to
be precise.

Here, you can watch the Steven Weinstein, the Zappos employee with the
record for the longest customer-service call, tell the story in his own words:

Listen to those words, “An obsession with making sure our customers are
perfectly happy.”

Not only did he make a very happy customer, Zappos found itself with a story
to tell and journalists wanting to tell it. Publications sharing the story
include Huffington Post, Business Insider, and The Today Show. The story
even made Jimmy Fallon’s opening monologue, where he helped Steven
meet his customer in person.

In addition to reaping the return on investment (ROI) rewards of lifelong

customers, who knows, you could find yourself getting press coverage, just
like Zappos!
16. Desire to learn
Over time, your product, service, and procedures will continue to change. You
need customer service employees who are both ready and willing to learn.
Support reps are the front line, educating customers about changes.

Like the other customer service skills that apply to all employees, those eager
to learn show that positive attitude we discussed in point No. 6. In addition,
this trait shows a commitment to the investment you have made in an
employee and the sincere desire to advance their career.

Plus, when you provide employees with opportunities to learn, their

appreciation will show in the high levels of customer service they provide.

Earlier, I mentioned Chewy. According to UJET, this concept is a direct

reflection on the high levels of customer support its team gives: “Chewy
makes a commitment to training its agents when they join the company and
on a continuing basis, contributing to high morale, low turnover, and a great
work environment that facilitates friendly, thoughtful customer service
interactions.”

17. Professionalism
When a customer has a problem, they don’t care about the fact that your
customer service agent didn’t sleep last night, broke up with their boyfriend, or
had a fight with their mom.

As soon as that phone is picked up, all personal problems are left behind. It’s
time to put on a smile (even over the phone!) and focus on the needs of the
customer first.
It’s worth noting that this doesn’t just apply to your customer relationship
team. We can all have a bad day now and then, but your co-workers may get
fatigued when every day is full of complaints. Both clients and co-workers
appreciate when you can set aside complaints to get the job done – which is
the perfect tie-in to our next customer service skill of acting ability.

18. Acting ability

Fake it till you make it – it doesn’t just apply to actors. All service agents need
to know how to put on a happy face.

No one wants to talk to a robot. Whether or not you have a script, showing
some personality will go a long way to help customers make a connection with
your customer service rep. That connection is what gives them a positive
experience.

Even if you’re having the same conversation for the 100th time, it’s the first
time this customer is having it with you. Every time a customer service
professional hears, “I can’t get your website page to work,” they need to act
like they’re hearing it for the first time.

This means that those in a customer facing role need to show their energetic
side in every interaction. Whether they’re bored, tired, or stressed, reps can’t
let it show.

19. The ability to respond quickly

No customer wants to be kept waiting. This is true for in-person interactions,
as well as chatbox software and phone calls. Good customer service skills
require being able to not only adapt, but do so quickly.
If you leave someone waiting too long for a response on that chat box, there’s
a good chance their frustration levels will increase, making it even harder to
get their satisfaction levels up. (This is especially true with awful on-hold
music. Let’s not get into how much of that I’ve listened to waiting to speak to
an airline representative. Ahem, United Airlines.)

Help your employees show off their ability to respond quickly by ensuring you
have enough staff. This skill is intertwined with product knowledge and
confidence. Arm your customer service representatives with everything they
need and help them help customers avoid that dreaded elevator music!

20. Time management skills

Time management skills are especially applicable to serving customers while
working for a B2B company. Customer service software can play a part in
giving customers quick response time. At the same time, each employee must
take personal responsibility as well.

Customer relationship managers and implementation specialists have many

customers to take care of, and no one can feel forgotten.

This is where time management skills are crucial.

Customer support teams have a variety of responsibilities to juggle each day

when it comes to strategizing time management, including:

 Which customers will need a little extra love, costing the service rep
more of their time
 How long onboarding calls will take
  How much time to budget for responding to emails
 When preparation is needed before meeting with a customer
 How to prioritize time spent researching answers to unusual customer
questions

Customer service representatives can maximize their productivity by using

The Action Matrix (shown below) for prioritizing their tasks.

21. The ability to let it go

Knowing how to let it go is a skill that I often advocate.

Those in customer support roles, such as call centers, are often the brunt of
verbal abuse. People call up wanting to vent and have a source to dispel their
anger.
If this is you, understand when it’s not your fault. Just like the path to
productivity, you may need to take a break or step back. And, if all else fails,
create a music playlist that helps you move on, with “Shake it Off” by Taylor
Swift as the first song.

Customer service comes down to caring

In the end, the skills of a customer service employee come down to caring.

Having empathy to understand the situation of each person a rep interacts

with and the authentic desire to help them will go a long way.

Consider this marketing quote by Amazon CEO Jeff Bezos: “We see our
customers as invited guests to a party, and we are the hosts. It’s our job every
day to make every important aspect of the customer experience a little bit
better.”

The best way to build a positive customer experience is by hiring employees

with these 21 customer service skills, then giving them the ability to put those
skills to work.
 Top 10 Soft Skills for Customer Service Jobs
The customer service industry requires employees to have a number of soft—
or interpersonal—skills. Whether you interact with customers in person, on the phone,
or via email or online chat, it's important that you be able to relate to others on a human
level and that they feel as if they are interacting with someone who genuinely cares and
wants to solve their problem.

Developing these skills and emphasizing them in a job interview can help you rise
above the job market competition. For more customer service skills (hard and soft),
visit our article for an extensive list.

What Are Soft Skills?

Soft skills are the personal attributes, personality traits, inherent social cues,
and communication abilities needed for success on the job. Soft skills characterize how
a person interacts in his or her relationships with others.

Unlike hard skills that are learned, soft skills are similar to emotions or insights that
allow people to “read” others. These are much harder to learn, at least in a traditional
classroom. They are also much harder to measure and evaluate.

Soft skills include attitude, communication, creative thinking, work ethic teamwork,
networking, decision making, positivity, time
management, motivation, flexibility, problem-solving, critical thinking, and conflict
resolution.

Hybrid skills are related to soft skills in that they include a combination of non-technical
and technical skills.

What Soft Skills Do You Need to Work in Customer Service?

Clear Communication
Clear communication is essential to customer service. You need to know what the
customer wants and be able to articulate what you can do for the customer.
Enunciating, speaking loudly enough, and employing an upbeat tone will help you
communicate clearly and positively with your customers. These skills are essential in
phone communication as well. If you write or email with customers, be sure to use
proper grammar and spelling and choose words and phrases that convey a similarly
upbeat attitude.

 Verbal Communication
 Written Communication
 Positivity
 Emotional Intelligence

Listening Skills

Listening skills are just as important as communication skills. Listen carefully to

customers to know exactly what they need and how you can help them. Demonstrate
that you are actively listening through body language and responses. Nod when you
understand something, make eye contact, etc. Don’t be afraid to ask clarifying questions
to make sure you understand the other person. An important aspect of customer service
is simply making the customer feel heard. When you're talking on the phone, don't
interrupt customers, and carefully respond to all of their questions.

 Nonverbal Communication
 Open-mindedness
 Courtesy
 Insightful Questions

Self Control

People who work in customer service need to be able to calmly handle all customers,
even the most negative ones. You must strive to remain calm and cool, even when your
customer is not. Patience and self-control will keep you from getting upset and saying
something inappropriate. Remember to try not to take it personally when the customer
is upset. When the customer is angry, it's even more important to stay calm and try to
tone down the conversation.

 Problem Sensitivity
 Bearing
 Patience
 Stress Tolerance
 Focus

Positive Attitude

A positive attitude goes a long way in customer service. Make sure you know all of the
benefits of the products or services your company provides and convey them to your
customers. If customers have a problem with a product or service, focus on what you
can do to help them. While you don’t want to seem overly happy when a customer is
upset, being proactive and optimistic can help a customer stay positive too.

 Bearing
 Emotional Intelligence
 Vocal Tone
 Encouragement
 Adaptability
 Proactive

Assertiveness

When dealing with customers, you want to be able to take control of the situation and do
what you need to do in an efficient manner. If you are meek or passive, customers may
not have faith in you. However, you also don’t want to be aggressive or demanding,
which can offend customers. By speaking in a strong, steady voice, asking direct
questions, and keeping track of what you need to do, you will convey confidence without
being aggressive.
  Confidence
 Bearing
 Versatility
 Quick Thinking
 Articulate

Conflict Resolution

Conflict resolution is essential when working in customer service because you deal with
many customers who have a problem that needs to be solved. It is important for you to
be a creative problem solver. Always make sure you understand problems clearly and
offer customers realistic solutions. Think creatively; often you will need to think of
solutions that fit the needs of a specific customer.

If you cannot find a solution that works for a customer, help her locate additional help. If
you need to, escalate the issue to someone else who can solve the problem. Follow up
with the customer to make sure the issue has been resolved. Customers will appreciate
your interest in their problem and your willingness to help in whatever way possible.
Examples of conflict resolution skill include:

 Mediation
 Facilitation
 Accountability
 Negotiation
 Diplomacy
 Emotional Intelligence

Empathy

It is important to understand what customers say and also how they feel. An important
soft skill is being able to recognize and understand a person’s emotional state. If you
struggle to convey empathy, think about being in that customer’s position. How would
you feel? How would you like to be treated? What would you feel like if you had the
same problem the customer did? These questions will help you to identify with and
better assist your customers.

 Emotional Intelligence
 Compassion
 Active Listening
 Life Skills
 Open-mindedness
 Encouragement

Depersonalization

While you should be friendly with your customers, remember that you are not there to
share your life story. When a customer explains an issue he is having, there is no need
for you to respond with your own, related problem. A simple “I understand” or “I know
how you feel” can make the customer feel understood and appreciated. Customers
want you to focus on helping them.

 Stress Tolerance
 Bearing
 Leadership
 Identity
 Emotional Stability

Taking Responsibility

This is a big part of working in customer service, and that includes being able to say,
“I’m sorry,” whether it’s for a late shipment or the poor quality of a product. You have to
be able to sincerely apologize to a customer on behalf of your company even when the
problem was not your fault. Hearing an apology almost always makes a customer feel
better.

 Approachability
 Humility
  Active Listening
 Repeating the Customer’s Words Back to Them
 Empathy
 Integrity

A Sense of Humor

This can make a potentially stressful customer-service interaction more enjoyable. If a

customer cracks a silly joke, she will appreciate it if you chuckle along with her.
However, make sure you are never laughing at a customer, such as when they make a
mistake or have trouble with something. Instead, laugh with your customers.

 Problem Sensitivity
 Social Skills
 Imagination
 Stress Tolerance

More Soft Skills for Customer Service

 Poise
 Sensitivity
 Memory
 Student Mentality
 Initiative
 Fast Learning
 Diligence
 Quality Awareness
 Lie Detection
 Personable
 Tact
 Assessment
 Efficient
 Flexible
  Persuasion
 Motivated
 Follow Instructions
 Critical Thinking
 Feedback
 Appearance
 People Oriented
 Attention to Detail
 Teamwork
 Collaboration
 Attentiveness
 Calm
 Tenacity

How to Make Your Skills Stand Out

ADD YOUR MOST RELEVANT SKILLS TO YOUR RESUME:Once you read the job
listing and understand the requirements of the position, you will have a better sense of
the skills you should highlight in your resume. Make sure to include these skills in your
summary (the most relevant) and work history.

HIGHLIGHT YOUR SKILLS IN YOUR COVER LETTER:You can also incorporate them
into your cover letter. Include one or two of the skills mentioned above and give specific
examples of instances when you demonstrated these traits at work.

USE SKILL WORDS DURING JOB INTERVIEWS:Finally, you can use skill words in
your interview. Keep the top skills listed here (and the top skills included in the job
listing) in mind during your interview and be prepared to give examples of how you've
exemplified each.