{"id":6144,"date":"2018-07-03T10:30:18","date_gmt":"2018-07-03T00:30:18","guid":{"rendered":"http:\/\/pdtraining.com.au\/blog\/?p=6144"},"modified":"2018-06-21T15:21:14","modified_gmt":"2018-06-21T05:21:14","slug":"top-10-skills-for-outstanding-customer-service-australia","status":"publish","type":"post","link":"https:\/\/pdtraining.com.au\/blog\/professional-development-training\/top-10-skills-for-outstanding-customer-service-australia\/","title":{"rendered":"Top 10 Skills for Outstanding Customer Service – Australia"},"content":{"rendered":"

According to a study by McKinsey, \u201c70% of the buying experiences are based on how the customer feels they are being treated.\u201d[i]<\/sup> People buy from companies that really cares for their purchase. A vital factor in expanding customer base and customer retention, organisations are fast recognising this fact. According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator.[ii]<\/sup> In order to provide exceptional customer service every time, here are the top 10 must-have skills:<\/p>\n

 <\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n
1<\/strong><\/td>\nCustomer Service Essentials<\/a><\/strong><\/td>\nDevelop great service approaches and know about classic customer behaviour<\/td>\n<\/tr>\n
2<\/strong><\/td>\nCommunication<\/a><\/strong>\u00a0<\/strong><\/td>\nUse verbal and non-verbal communication to influence and persuade<\/td>\n<\/tr>\n
3<\/strong><\/td>\n\u00a0<\/strong>Active Listening<\/strong><\/a>\u00a0<\/strong>\u00a0<\/strong><\/td>\nKnow the difference between listening and hearing. Listen with focus and ask questions to understand<\/td>\n<\/tr>\n
4<\/strong><\/td>\n\u00a0<\/strong>Body Language<\/strong><\/a>\u00a0<\/strong>\u00a0<\/strong><\/td>\nLearn how to adopt a positive body language<\/td>\n<\/tr>\n
5<\/strong><\/td>\nSelf-Confidence<\/strong><\/a>\u00a0<\/strong><\/p>\n

 <\/td>\n

Exhibit confidence with your body language and the way you talk<\/td>\n<\/tr>\n
6<\/strong><\/td>\n\u00a0<\/strong>Emotional Intelligence (EQ)<\/a><\/strong>\u00a0<\/strong>\u00a0<\/strong><\/td>\nUnderstand and control emotions \u2013 of yourself and others \u2013 to manage situations and conversations<\/td>\n<\/tr>\n
7<\/strong><\/td>\nConflict Resolution<\/a><\/strong> <\/td>\nFind common ground and individual needs. Reach the best solution through shortlisting and comparing<\/td>\n<\/tr>\n
8<\/strong><\/td>\n\u00a0<\/strong>Dealing with Difficult People<\/a><\/strong>\u00a0<\/strong><\/td>\nCope with difficult people by choosing your response and using coping techniques<\/td>\n<\/tr>\n
9<\/strong><\/td>\nTime Management<\/a><\/strong><\/td>\nManage your time to remain productive and happy<\/td>\n<\/tr>\n
10<\/strong><\/td>\nOver the Phone<\/strong><\/a><\/td>\nImprove your telephone skills to offer excellent customer service over the phone<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

 <\/p>\n

Sources<\/p>\n

 <\/p>\n

[i] https:\/\/yourstory.com\/2015\/01\/loyal-customers\/<\/p>\n

[ii] https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/<\/p>\n","protected":false},"excerpt":{"rendered":"

According to a study by McKinsey, \u201c70% of the buying experiences are based on how the customer feels they are being treated.\u201d[i] People buy from companies that really cares for their purchase. A vital factor in expanding customer base and customer retention, organisations are fast recognising this fact. According to a Walker study, by the […]<\/p>\n","protected":false},"author":63,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[9],"tags":[],"views":0,"_links":{"self":[{"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/posts\/6144"}],"collection":[{"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/users\/63"}],"replies":[{"embeddable":true,"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/comments?post=6144"}],"version-history":[{"count":4,"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/posts\/6144\/revisions"}],"predecessor-version":[{"id":6174,"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/posts\/6144\/revisions\/6174"}],"wp:attachment":[{"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/media?parent=6144"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/categories?post=6144"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pdtraining.com.au\/blog\/wp-json\/wp\/v2\/tags?post=6144"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}