In an era where technology has reshaped consumer expectations, customer experience has emerged as the ultimate competitive differentiator. Businesses can forge lasting relationships, drive brand loyalty, and achieve sustainable growth by prioritizing customer needs. According to research, a high-quality customer experience is required for a competitive advantage in 2025. Customer service is critical to the success of your business; it is directly linked to increased customer retention. Studies show that 72% of customers consider excellent customer service a top priority in their decision to remain loyal to a brand.
Customer service today spans multiple channels, from in-person interactions to digital platforms like phone, email, live chat, text, and social media. To excel in this multifaceted landscape, leaders must embody the three C's of customer service: communication, consistency, and caring. By mastering the three key elements, leaders can significantly impact their businesses. Effective communication fosters understanding and trust, while consistency ensures a seamless customer experience across all channels. A genuine caring attitude builds loyalty and strengthens brand reputation. Today's post highlights five of Forbes' Essential Customer Service Skills for 2025 and underscores the why in today's competitive market. For all ten skills, please tune into WONIRADIO every Tuesday or check this link to determine whether the audio is attached.
1. Empathy
The ability to see things from the customer's point of view is an essential customer service skill.
Why this skill is essential:
Customers are 10 times more likely to be highly engaged when they receive what they consider to be empathetic customer support.
CPR's solution:
Practice makes perfect. When rendering feedback, reinforce the art of self-reflection. Allowing your team to self-reflect is a step in the right direction.
Recruit a leadership coach to work with your team. CSRs who understand the importance of self-leadership
2. Adaptability
Customer expectations are constantly changing, technologies are considered old daily, and the competitive landscape is constantly shifting. The most agile organization has a competitive advantage.
Why this skill is essential:
We must adapt to change, including improving. Leaders must practice a curious mindset and never settle for good enough.
CPR's solution:
Leaders need to cultivate an organization where new skills and a growth mindset are at the core.
3. Active Listening
The art of communication commences with listening. Active listening requires the listener to receive the message accurately. The listener also needs the skill set to decode the message and, in business, respond quickly, meeting the customer's needs. Â
Why this skill is essential:
According to Stephen Covey, the most significant communication challenge is not listening to understand; we listen to reply.
CPR's solution
Practice the skill of communication, which commences with active listening.
4. Problem Solving
According to the article, while there is "growing acceptance and capability of self-serve options, most customers will attempt to solve their issues before contacting customer service. Whether online or in person, rendering excellent service requires the representative to solve problems independently."
Why this skill is essential:
50% of customers say that they feel they are working harder and investing more in the effort to solve a problem than the customer service representatives they work with. To stand out, according to Microsoft, your team must be ready to go above and beyond, including solving the customer's problem.
CPR's solution
Consider your recruiting practice. Hire an individual who can problem-solve, be an independent thinker, and have Exceptional customer service skills. This means your interview should include role-playing or having the potential candidate respond to some business examples.
5. Be able to say 'no positively'
The first thing a customer demands is what you have done for me lately and what you can do now. If the response is negative, the delivery should be wrapped in a bow so the consumer can understand that you explored all options.
Why this skill is essential:
Customers are more tech-savvy and sophisticated, thus informed about their rights and where they can go if their needs are unmet.
CPR's solution
If your business plan or structure does not revolve around the customer, it may take some time. Now is the opportune time to revise your plan to ensure that customer experience is at the core of all goal planning.
As we enter 2025, organizations that excel in customer experience will survive and thrive. Businesses can position themselves as industry leaders by investing in personalized interactions, seamless omnichannel experiences, and data-driven insights.
REMINDER: Customer experience is the key to unlocking brand success in a world of endless choices.
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