A thriving business requires a few key elements to succeed. While a quality product, consumer demand, and marketing strategies all play a role in company performance, there’s one other must-have characteristic which simply cannot go overlooked: a skilled and dependable customer service team. If you’re focusing on ways to support healthy business development and achieve sustainable growth, here are some skills your employees in customer-facing roles must have.

Essential Customer Service Skills to Support Business Development

1. Persuasive Speaking

The art of persuasion is often regarded as a quality reserved for sales teams, but your customer support staff should be adept at delivering convincing points, too. After all, whether it’s a delayed shipment, faulty product, or other issue your patrons need help with, it’s customer service’s job to assure them the matter is being handled. 

2. Effective Communication

Communication skills are important in nearly every role, but for customer service, they’re imperative. Make sure your staff excels in answering phones and sending emails in a tone reflective of your company values. Encourage them to be clear yet respectful and polite in exchanges with customers.

3. Flexibility

In smaller companies, customer service employees tend to wear many different hats. From fielding inquiries to tracking down information about shipments, products, and order status, these staff members may feel like their roles are a bit scattered at times. The position therefore demands individuals who are responsive and self-sufficient enough to juggle many responsibilities.

4. Listening

Excellent service isn’t just about communicating well; it also depends on your reps’ ability to listen to your customers. Your staff should always listen first and never interrupt the customer. Remind them to get clarity on any areas of confusion by asking questions when needed. 

5. Self-Control

Finally, there will likely come a time when your customer service team encounters an unsatisfied patron. While no employee should be forced to endure insults, there may be situations in which they’ll have to remain calm even when customers’ emotions intensify. The ability to deescalate situations is a must-have quality in customer service.

If you own or manage a business in South Fulton County, GA, and are seeking business development opportunities, don’t hesitate to contact the South Fulton Chamber of Commerce. This business membership organization connects local companies with members of the community through fun and engaging events. Discover more resources for local business owners on their website or call (770) 964-1984 to inquire about membership.