Current 1/8/2025
Customer Service refers to the ability to effectively assist and support customers in meeting their needs, resolving issues, and ensuring a positive experience. It encompasses understanding the customer's perspective, addressing inquiries, and delivering solutions in a timely and professional manner.
Soft Skills are personal attributes that enhance interpersonal interactions and contribute to a productive, collaborative, and empathetic approach to communication. These skills are essential for building trust, fostering relationships, and ensuring satisfaction in customer interactions.
Together, strong customer service and soft skills form the foundation for creating positive customer experiences, retaining loyalty, and fostering a reputation for excellence.
Specific phrases you can adopt to demonstration strong customer service and soft skills:
Adaptability
- "I can see this situation has changed, let me adjust my approach to better assist your needs"
- "In light if the information, allow us to..."
- "I can also help you with this too..."
Conflict Resolution
- I am committed to resolving this for you"
- "It's clear this is bothering you..."
- "I want to remedy that"
Product Knowledge
- "Let me navigate your chart"
- "Let me take a look at our schedule really quickly"
Time Managment
- "I want to solve this quickly for you"
- "I will try to resolve this in a timely manner"
- Balancing quality with turnaround time
Stress Management
- Deep breaths
- Taking a step back
- Listen
- Reassure
Cultural Sensitively
- Addressing them by the correct pronouns
- "Thank you for educating me"
- I appreciate your perspective"
Phone Etiquette
- Please
- Thank you
- Being respectful
- Active listening
Active Listening - Generally using sequential statements based on established information, such as
- "So, what I'm hearing is..."
- "In that case,"
- "If I understand this correctly... "
Empathy -
- "I can understand what you are saying"
- "This must be difficult"
- "Your experience is a priority for me
Positive Language -
- "Thank you for bringing this to my attention"
- "I'm here to help"
- affirmative responses such as "absolutely" or "amazing", et cetera
Clear Communication - statements which affirm that you have consensus with the patient
- "To confirm..."
- "To make sure we're on the same page..."
- "To clarify..."
Patience -
- Speaking with a matching tone, responding flexibly to new details or issues during the call
- "take all the time you need" and similar statements
- "We are almost there"
Tone of Voice -
- having confidence, sounding sure in what you are saying
- Having an upbeat voice
- Showing willingness to resolve the issue at hand
Problem Solving Skills -
- "Let's work on this together"
- "I'm looking into this for you now, and I will find the best way to resolve this"
- "Let me help you resolve this"
Dealing With Difficult Customers
- I understand your frustration.
- I Will do what I can to help.
- Your Feelings are valid
- Thank you for sharing your experience.
Building Rapport:
- asking open ended questions.
- gaining agreement
- RWA
- mutual attentiveness
Follow Up Skills:
- Next steps, calling back w/ updates
- I will personally see this through until it is resolved.
- Keeping promises.
Use of Feedback:
- I'm glad you said that so we can relay that information.
- I'm always looking to grow so I appreciate your feedback.
- Thank you for providing me with that information.
Gratitiude and Appreciation:
- Thank you.
- Thank you so much for showing your appreciation.
- Thank you for YOUR help.
Confidence:
- I am confident that...
- I am here to help you with that.
- FCR
Collaboration:
- Let's work together to figure this out.
- WE do want to help you.
- With your help, we got through this.
Humility:
- I am here for you.
- I'm open to suggestions.
- I'm not too sure, let me look into this myself so I can fix it.
- It's a privilege to serve you.
Personalization:
- Addressing patient by name
- using your name at the beginning and end of the call.
- Yes ma'am/sir. No ma'am/sir
Current 1/8/2025