There are a lot of articles about the essential customer service skills, proficient communication, being available for customers, responding to them appropriately and problem solving all with a smile on your face.

There is another, little talked about set of skills, unique to those who are truly customer-centric; every company has as least a couple of these people.  You know the ones, they are the ones people come to for advice, those most likely to advance in their positions in other words they are the rock stars of the department. So what skills have they got that you might not?  Here is a list of 5 easily learnable skills you can add to your cache’.

Know when to be quiet

It’s easy to get drawn into a customer’s drama when they are upset.  Remember, you don’t need to make the customer wrong in order for you to be right.  Being quiet, allowing them to vent and blow off steam will allow you to address the issue in a more civilized manner and you’ll be able to solve their concerns more efficiently.

Always stay positive

Don’t fall into the ‘No can do camp’.  We don’t have that, don’t do that, I don’t think so and No.  Give these negative phrases the boot and put a positive spin on every situation.  Trade in your usual ‘I can’t for let me find out, what I can do is, we have something even better, and Yes!

Know when to say I’m sorry

Making an apology even when you or your company isn’t at fault for the customer’s dilemma will go a long way toward diffusing a tense situation and make a more positive impression of your company to the customer.

Know your stuff

It’s disturbing to a customer to be passed from employee to employee because no one seems to be able to answer their questions or concerns.  Familiarizing yourself with all the ins and outs of your company’s products and services is central to answering customer queries as well as establishing you as an expert in your field.

Listening with both ears

You may be listening, but are you really ‘hearing’ what the customer is trying to tell you? Always make sure you are on the same page by paraphrasing the request or asking clarifying questions.