Customer Service Skills Help Agents Say the Right Thing On Every Call

Balto shows agents the best things to say,
automatically scores 100% of calls, and alerts managers for coaching moments, in real-time.


Randy Clapp, CRO, Advantage Communications

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Customer Service Skills

Excellent customer service skills are the driving force behind any business, especially call centers. But what is customer service, and what are the qualities of a good customer service representative? Put simply, customer service refers to the set of steps or actions taken to serve customers, both before and after a purchase. Customer service skills encompass many things but primarily include listening to the customer, addressing any questions or concerns they might have, and assisting them with checkout. A good customer service rep possesses qualities such as kindness, empathy, and knowledge. They should be able to help customers quickly and efficiently, leaving them with a positive brand impression.

Understanding the importance of customer service is the first step in actually providing good customer service. By becoming familiar with customer service best practices, you can learn how to incorporate them into your own business. You can also get a better idea of what not to do when serving customers. There are many ways that you can benefit from training your teams on good customer service skills, and it’s important to be aware of how to best meet the needs of your customers. Good customer service skills translate to business growth and improved brand reputation. For this reason, you should make customer service a priority, not an afterthought.

Balto is an AI solution for call center agents. It provides guidance on what to say and alerts managers for call center coaching moments in real-time. This solution can be a great tool for teaching your customer service reps how to appropriately respond to different types of calls and provide excellent service each time. In addition to offering real-time feedback, Balto scores all calls, letting reps know well they performed in areas such as professionalism, knowledge, procedures, and rapport. Making reps aware of these things can help them hone their skills and, ultimately, promote business growth.

Customer Service Skills List

Making a customer service skills list can help you define and understand the most important qualities for customer service reps to embody. Some of the most essential customer service skills are the ability to quickly resolve customer issues and help people find what they need, but there are many other skills that can be worthwhile to develop. While the characteristics of customer service won’t necessarily come easily to everyone, tools like Balto can help coach them to where they need to be.

By developing the most important qualities of customer service, reps can grow in their knowledge and can improve all-around professionally. Customer service skills may not be as crucial in some industries, but for those working in call centers, the ability to effectively interact with customers is absolutely vital. In fact, by improving the quality of conversations you have with customers using Balto’s AI tools, users have seen up to a 26% increase in sales. If you’re new to the customer service game or are even just trying to improve upon your existing skill set, Balto can help you develop the characteristics that define a good customer service rep.

Good Customer Service Skills

If you’re applying for a customer service job of any kind, you will want to create a polished customer service skills resume detailing your experience with providing customer service, including good customer service examples and call center scripts. It can be especially helpful to correlate your actions with any business improvements. For example, if your customer service resulted in any increase in sales, you will want to note that in your resume. By providing excellent customer service examples, you can demonstrate your skill set and let potential employers know that you have ample experience dealing with customers.

It stands to reason that as you gain more customer service experience, you will also develop good customer service skills. However, with a solution like Balto, you can drastically improve your performance over a shorter amount of time. In fact, Balto users can enjoy better customer experiences in as little as 45 days. Balto teaches call center reps how to ask the right questions and listen to each customer carefully. This, in turn, leads to better customer feedback and deeper insights into what went well and what could be done differently the next time around.

Customer Service Skills Training

Customer service skills training is essential for anyone working directly with customers. The best customer service training programs offer robust guidance on how to respond to customer concerns and ask meaningful questions to better understand customer needs. Some training programs provide a customer service training manual, offering standardized instruction on how to approach customer service. Many customer service training online programs allow for real-world training experiences so that reps know exactly how to handle different situations as they arise.

If you’re considering implementing a training program for your own business, you might request a customer service training program sample from a training provider. You can also purchase customer service training materials—these can really enhance the experience. Whatever type of customer service training you provide, it should reflect your business values and equip reps to be successful. Balto offers quality control features to help agents assess their call quality, discovering keywords and phrases to say at different points in time. Balto’s dashboards show you exactly what’s impacting call center quality assurance so that you can adjust as needed. This is a great way to gain a deeper understanding of your calls and how to improve the customer experience.

How to Improve Customer Service

Customer service improvement strategies can provide tips and guidance on how to improve customer service. If you’re trying to determine how to improve customer service in the workplace, for example, you might focus your strategy specifically on the workplace rather than out in the field, so to speak. If you’re looking for general advice on how to improve customer service skills, you might look to successful models that have been implemented by other businesses. There is no one-size-fits-all approach to customer service, but by learning some best practices, you can be better positioned to improve your skills.

Balto’s dynamic prompts can help you improve your customer service skills by providing you with the correct answers to customer questions. This can help you engage with customers in a more natural way over time, hitting on critical points and fully addressing their concerns. With Balto, you can eliminate the guesswork from customer service. You can track the results of each call you make to determine what’s working well and what isn’t. This can be extremely helpful when assessing rep performance and providing guidance on how to improve. You can also receive real-time scores that can inform you of the underlying causes of poor calls.

Balto is unique as an AI-powered customer service solution because of the depth of insights it provides users. With other tools, you may only get scores and results, but with Balto, you can actually see what’s driving performance and what customers like (and dislike) about the conversation. Being able to take a piece of feedback and make changes based on those results is an integral part of improving your customer service skills. Balto also gives you a smart checklist so that you can keep track of each of your talking points and use them appropriately in the right contexts.

Frontline Customer Service Skills

Frontline customer service skills are essential for anybody that interacts with customers on a regular basis. Examples of frontline employees include sales reps, healthcare workers, and call center agents. But what is the role and responsibility of frontline employees? Basically, frontline employees are those who work in essential industries that must physically show up to their jobs every day. They are responsible for directly serving the public. Regardless of your industry, if your job entails speaking with customers, you can benefit from undergoing some type of frontline customer service training.

The role of frontline employees in customer engagement is to engage customers in a positive way, finding out what makes them tick and helping to resolve any issues they may encounter. These employees also play a crucial role in helping to promote brand awareness and leaving customers with a positive, lasting impression on the company. Oftentimes, customers’ interactions with frontline employees is the only interaction they’ll ever have with those working in the business, so it’s important that they walk away from the conversation with a positive view of the company. This can be achieved through great customer service skills.

Many businesses understand what’s going wrong with their customer service, but they get stuck when it comes time to implement solutions for improvement and call center management — this is where Balto comes in. Balto takes users to the heart of the problem, allowing them to see which factors are impacting quality and the specific steps they might take to correct any issues through contact center software. The Balto solution is built and optimized for real-time insights, guiding customer service reps while they’re on the call instead of after. Best of all, Balto was built with the average user in mind. You don’t need any complex coding or IT experience in order to take full advantage of the solution. You can just plug it in and get going.

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