5 most important things to excel in customer service

What is customer service? 

Customer service is the support you offer your customers. Whether you are in store or behind a phone, you’ll play a pivotal role in the success of any business. 

Typically, you wouldn’t need any previous qualifications or experience. You can get stuck right in and learn on the job. 

Duties in customer service

There are plenty of customer service roles to choose from depending on what you are looking for such as customer service assistant or advisor, and many more. No two days look the same but here are some of the duties you’ll be responsible for: 

• Delivering high standards of service - answering customer questions, meeting their needs, and finding solutions. 
• Understanding of products and services - you will need to communicate the benefits of these products, which turns a good sale into a great one.
• Building strong relationships with customers - getting to know your customers will set you apart from competitors. 

1. Communication skills 

Communication is the foundation of building relationships with customers. You’ll be the voice of your company. 

Good communication allows you to understand the needs of your customers and provide tailored solutions to delight them. On the opposite end of this, bad communication could result in issues arising. Effective communication allows you to quickly de-escalate and diffuse negative experiences and ensures repeat business. 

2. Empathy

Empathy goes hand in hand with communication. The ability to understand where your customer is coming from, and what they are looking for allows you to communicate in a way where they feel heard and understood. 

This enhances the customer experience and creates a helpful and friendly environment. At Travis Perkins, we treat our colleagues and customers with respect and it goes a long way.

3. Adaptability 

No one day is the same as the next in customer service and that’s why being adaptable is important. By being adaptable, you will be able to handle unexpected situations. Whether it is an influx of customers on the shop floor, handling customer complaints, or changes in product features or policies. 

Adaptability helps you to be one step ahead and navigate new situations with ease. Customers are likely to walk away more satisfied, have a positive experience, and return for future purchases. 

4. Know your products and service 

A strong understanding of your company’s products and services is a key part of being a great customer service person. Why? 

Because it enables you to provide accurate information that will ultimately help your customer find the perfect product for their needs. You’ll also be prepared for any customer queries that come your way. 

Not only this, it allows you to make suggestions on complementary products and improve the overall customer experience. Going the extra mile and delivering is exactly how we maintain a first-class service at Travis Perkins. 

5. Curiosity to learn 

Being curious and continuously improving your skills and knowledge will help you to provide a great customer service experience. How do I develop my skills? 

By staying up to date with the latest trends, and best practices, or seeking feedback from your colleagues. At Travis Perkins, you won’t be alone in navigating your development. You’ll have the support you need as we work together to share our knowledge. 

Kickstart your customer service career 

Looking to excel and grow your career in customer service? Travis Perkins Group is the place to do that! You’ll have the opportunity to enrol in our development scheme, which is open to colleagues and managers across all levels of our business. We will work together with you to build a plan of action so you can take your career to the next level. Start your customer service career with Travis Perkins and learn more about what we can do for you.