They say you learn from teachers, you learn from friends, but you truly learn from customers! This rings especially true in our globalized world, where the number of international customers is constantly growing. So, to serve them best, what skills do we need to equip ourselves with?
English Communication Skills: Your Ultimate Weapon
“Communication is the bridge, language is the key.” If you want to “catch the eye” of international customers, you need to be proficient in English. Mastering grammar, vocabulary, and accurate pronunciation are prerequisites. Beyond that, active listening skills are also crucial. You need to know how to listen, understand the thoughts and desires of customers to provide appropriate solutions.
Situation Handling Skills: “Keep Calm and Solve Problems”
In business, “anything can happen.” When customers complain, you need to stay calm and handle the situation professionally, avoiding rash actions or arguments.
Ms. Minh’s Story: She used to work at an agricultural export company. Once, a foreign customer sent an email complaining about the substandard quality of products. Ms. Minh was very worried, but with her composure and professionalism, she quickly contacted the supplier to investigate the cause and resolve the issue. As a result, the customer was satisfied and continued to cooperate long-term.
Cultural Skills: “Understand Culture, Respect Differences”
Each country and culture has different customs and traditions. “When in Rome, do as the Romans do.” You need to understand the culture of your customers to communicate appropriately. “For example, Japanese people highly value etiquette, you need to be polite and respectful to them, avoiding offensive gestures. Americans, on the other hand, prefer straightforwardness, you can communicate directly and clearly.”
Problem-Solving Skills: “Identify, Understand, Solve”
Whatever problems customers encounter, you need to listen, understand, and provide suitable solutions.
According to Dr. Nguyen Van A, a soft skills training expert: “Problem-solving is a critical skill in customer service. You need to know how to analyze problems, propose feasible solutions, and implement them effectively.”
Learning Skills: “Always Update, Constantly Develop”
The market is constantly changing, and customer needs are also increasing. You need to constantly update your knowledge and skills to serve customers effectively. “Learning is the key to success.”
Technology Skills: “Improve Efficiency, Optimize Work”
Technology is our “right hand” in the Industry 4.0 era. Mastering support tools such as customer management software, social media, email marketing, etc., will help you increase efficiency and serve customers better.
Frequently Asked Questions:
- Which international customer service skill is most important?
All skills are important, but English communication skills are fundamental and foundational.
- How to improve English communication skills?
Practice regularly, take English courses, talk to native speakers, etc.
- Are there any books about international customer service?
You can refer to books such as “The 7 Habits of Highly Effective People” by Stephen Covey, “Customer Service: How to Create Loyal Customers” by Richard Denny, etc.
Conclusion:
Serving international customers is an art that requires effort, persistence, and your “heart.” Equip yourself with all the necessary skills, and “fight” to bring the best experiences to your customers!
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Contact us via Phone Number: 0372666666, or visit us at: 55 To Tien Thanh, Hanoi. We have a 24/7 customer service team, always ready to support you!