Defining Good Customer Service
The key to every successful customer based business, is excellent customer service skills. If customers are not happy, then repeat business is not likely to happen. Good customer service ensures that not only will that customer return, but also they are likely to spread the word about the wonderful service received and new customers are likely to be gained. Both managers and staff should be adept in the skills required to keep customers happy, as this will ensure a good experience and a successful business.
Why It Is Important
For every one customer that complains, there are over two dozen that remains silent. This means that for many customers their complaints went unaddressed, and therefore, several left the establishment unhappy. Over 90% of unhappy customers will not return to your place of business. People talk. One unsatisfied consumer will tell as many as fifteen people about their experience, but the good news is, good customer service skills means one satisfied consumer will tell just as many people. Advertising to gain new customers is a lot costlier than retaining loyal ones. Over 60% of consumers believe customer service has declined in recent years; this gives business owners a chance to shine and stand out in this area. Price of product is important, but customers are willing to pay a little more if they receive knowledgeable, competent service from a positive and friendly staff.
It Starts With Management
Managers must lead by example. Every manager must be able to resolve customer conflict, and provide skills training for staff members so they are capable of doing the same. Management must be positive, persuasive, confident, and exude professionalism at all times. Staff members cannot be expected to have a positive upbeat attitude if management does not. Customer feedback is important. Set up a system where customers are free to leave complaints, praise, and tips for improvement. Good customer service skills require building trust with both customer and staff.
Training The Staff 
Skills training for staff should be a mandatory requirement. Good skills are not always an inherent quality; they must be taught and learned. Staff must be taught how to always have a positive attitude and greet customers warmly. Customers expect to be treated with courtesy and respect. Attitude is important. Customers can sense when a staff member’s attitude is not exactly warm and receptive. Excellent service means a positive attitude, and this is not just displayed with speech. Body language tells a customer a lot about the staff member they are about to approach. If the staff member is hunched over, or refusing to make eye contact with the customer, the customer may feel as if they are unapproachable. A staff member who appears rushed or too busy to help a customer is also not representative of good customer service skills. Knowledge about the product or service is necessary for staff members. A major complaint with consumers is that staff members have little to no knowledge of the product they are selling. Make sure that your staff knows about the products in their department so they are able to help consumers with purchases. Always aim to meet the customer’s needs, and always strive to exceed them.
Telephone skills are important as well. Staff should know how to greet warmly, and how to handle angry or difficult customers via the telephone. Staff should know how to modify their speaking tone based on the customer’s level of frustration. Know how to ensure the customer that a resolution is being sought, and their needs will be met.
Resolving Customer Conflict
It can be difficult to deal with an irate customer but a few customer service skills tips will help in satisfying the customer. The most important thing to do is to remain calm. It is easy to become defensive when you have an angry, screaming customer in front of you, but remember it is your job to handle this situation calmly and in such a manner as to resolve the situation. Let your customer talk. Do not interrupt them, because often times they just want to be heard and know that their issue is being taken seriously. Truly listen to what they are saying. If the complaint is a legitimate one, except the blame immediately and apologize for the inconvenience the customer endured. Correct the problem. Make sure to fix the problem or ensure the customer that it will be fixed in the future. Follow up with the customer once the issue has been resolved to make sure they are satisfied and to find out if there is anything else they might need.
Tips For Improving Customer Service Skills
Good customer service means a well-trained staff is necessary to ensure customer satisfaction. Every business should implement the following tips to increase the odds of a successful business.
-Skills training course for each staff member upon hiring
-Periodic updated training throughout staff members careers
-Pay attention to customer feedback
-Implement customer ideas and changes when good for business
-Reward your customers
-Offer customer discounts to increase customer appreciation
-Offer free services or products
-Always take customer complaints seriously
Customer Service Representatives rank one of the largest occupations in the U.S., which is proof of the importance of customer satisfaction. Those who work in the field of customer service can expect to earn between 18,000-46,000 per year, depending on education level and experience. Customer service skills can increase business and ensure repeat customer visits.
Below,you can see the average annual salary for every State in the US, arranged highest to lowest (Source: bls.gov.)
| Alabama | 28390 | Montana | 31270 |
| Alaska | 36010 | Nebraska | 30260 |
| Arizona | 32450 | Nevada | 31570 |
| Arkansas | 28760 | New Hampshire | 34770 |
| California | 38140 | New Jersey | 35550 |
| Colorado | 33650 | New Mexico | 28980 |
| Connecticut | 38120 | New York | 36020 |
| Delaware | 39240 | North Carolina | 31760 |
| District of Columbia | 39800 | North Dakota | 29300 |
| Florida | 29800 | Ohio | 32500 |
| Georgia | 32630 | Oklahoma | 28610 |
| Guam | 22010 | Oregon | 32590 |
| Hawaii | 33900 | Pennsylvania | 33380 |
| Idaho | 27090 | Puerto Rico | 23360 |
| Illinois | 34840 | Rhode Island | 33290 |
| Indiana | 32290 | South Carolina | 29570 |
| Iowa | 28880 | South Dakota | 25980 |
| Kansas | 29750 | Tennessee | 30280 |
| Kentucky | 28670 | Texas | 30300 |
| Louisiana | 28500 | Utah | 28400 |
| Maine | 30420 | Vermont | 30140 |
| Maryland | 35240 | Virgin Islands | 28160 |
| Massachusetts | 36950 | Virginia | 32660 |
| Michigan | 33480 | Washington | 34190 |
| Minnesota | 35780 | West Virginia | 27350 |
| Mississippi | 27110 | Wisconsin | 33260 |
| Missouri | 30670 | Wyoming | 28090 |