Interpersonal Skills (Customer Service): A Treatise on What They Are, their Benefits, and the Importance of Customer Service Outsourcing

As sales consumers gradually shift in the way that they think about what factors are most important in determining whether or not they will continue to support specific brands, it is important for commerce and e-Commerce businesses to consider how to improve their customers’ customer service experiences in such a way that guarantees long-term sales success and stability via increased customer acquisition and customer retention rates — as well as strong brand loyalty. With soft-skills (interpersonal skills) training, this is practically guaranteed — furthermore, customer service outsourcing through call centers such as our very own Callnovo Contact Center can take sales success to the next level with 24/7/365 customer service in each consumer’s native language so that language and service barriers are brought down, providing for customers high-quality experiences that motivate to remain long-term loyal customers — good for bulking up companies’ competition in the global sales market.

“For commerce/eCommerce businesses alike, sales customers have been gradually shifting in their manner of thinking when it comes to which factors they consider as important to whether or not they’ll remain loyal to their favorite brands; compared to recent years, customers care more now about their customer service experience quality when deciding what company to support/purchase from. To properly provide a more pleasant quality of customer service that successfully increments customer retention rates and improves brand loyalty, companies must hold high the importance of customer service soft skills (interpersonal skills) and ensure their customer service representatives (CSRs) are aptly prepared to deal with customer pre-sales/post-sales consumer demands. Our very own Callnovo Contact Center is a viable customer service outsourcing option to help ensure that CSRs with the proper interpersonal skills can secure long-term commerce and e-Commerce sales success and stability.”

High-Quality Customer Service: Important Statistics

For commercial businesses and eCommerce sellers alike, there’s been a gradual shift in the way that sales consumers think when it comes to the important factors they consider as determinants to whether or not they’ll remain long-term loyal shoppers to their selected brands. In contrast to past years, it’s become very clear that customers hold their customer service experience quality extremely high when deciding what company to support/purchase from. According to recent statistics, more than 54% of consumers now have stronger consumer expectations when it comes to customer service than they had three years ago — that translating to an extreme high of more than 66 percent for consumers between the ages of 18–34. In addition to the above — in contrast to good service — there’re high costs to the provision of poor service:

1. it takes approximately 12–13 positive customer service experiences to make-up for 1 unresolved bad customer experience,
2. a whopping approximation of 33% of sales consumers and growing within the United States commerce and eCommerce markets alone are apt to switching companies only after a single instance of negative customer service, and
3. as opposed to approximately 76% of customers that would trust companies as a result of good customer service, it’s been proven that — while 30% of customers may forgive a company for poor customer service — that does not encourage them to stay loyal to the business, and they may naturally be convinced to look to other brands.

Customer Service Soft Skills: Their Importance in Meeting High Customer Expectations

Following the above stats, there’s significant worth in considering how customer service agents can ensure that high consumer expectations are successfully met so that customers remain loyal to their favorite brands. The implementation of interpersonal skills training within the realm of customer service (CS) is a surefire way of securing high-quality customer experiences and provides the following all-around benefits:

• a boost in workplace productivity — that is: employee performance and productivity improvement across the board,
• the reduction of operations risks associated with poor communication between team members, allowing them to solve problems by themselves,
• an increase in sales — especially during negotiations, allowing customer care agents to engage consumers personally without blurring professional boundaries,
• the provision of quality agents with higher self-confidence and less stress — CSRs that can overcome challenges and creatively resolve differences, and
• the improved retention of top talent that continues to widen profit margins, likewise mitigating costs that are incurred from the continual hiring and training of customer support representatives.

Interpersonal Skills within Customer Service: What Should Be Trained

As customer service soft skills not only improve CS quality within the workplace — but also ensure customer retention and sales profit incrementation — a secure means of helping commerce/eCommerce businesses to find financial security longevity and competitive drive longevity in the global sales market, companies need to consider the most important soft-skills that ensure that customer acquisition and retention rates increase, leading to strong brand loyalty that breeds long-term success; while there are many interpersonal skills that could be cultivated and mastered, let’s just focus on three…

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