Good customer service is such a big factor in customer retention. It makes our Customer Service Team a very important and vital part of our business. On average, 65% of customers have reported changing to another brand due to a poor customer service experience.
Providing customer service isn’t just about answering questions; it’s about making a real difference, solving problems and supporting our customers, no matter the nature or complexity of their contact. Our Customer Service Teams are the heartbeat of our business, making sure our customers are supported throughout their time with us.
So, what does it take to do well and grow in this team? Let’s explore the key customer service skills and strengths needed to be successful at Legal & General.
The core of excellent customer service is communication
Effective communication is the cornerstone of excellent customer service. Whether it’s through phone, email, or chat, clear and concise communication helps customers feel heard and valued.
Our financial services products can be complex in nature so the ability to break this information down into easy-to-understand terms is essential. When we’re hiring, we’re looking for the following skills:
Great communication isn’t just about saying the right words but also being able to listen and respond appropriately and when required, empathetically. This is what makes good customer service to be great. Strong communication skills are essential to a variety of roles. That’s why we are open to applications from candidates from many industries; our teams are made up of professionals from retail, hospitality, contact centres, banking, care, nursing and teaching to name a few!
Gemma went from fashion to finance when she joined our Customer Service Team working in pensions. She is one of our many success stories that highlight new opportunities that are open with us and how we will invest in your success.
Strong problem-solving skills are essential
Our customers reach out to our Customer Service Teams with a variety of issues and queries. Customers expect fast and effective resolutions. An experienced and trained L&G customer service colleague e can quickly assess a situation, figure out the root cause of the issue and support t the customer with the appropriate solution. At the same moment, making sure the customer leaves happy and informed.
The key to enhancing this skill is to practise staying calm under pressure as well as reflecting and learning from previous customer interactions.
Interpersonal skills help you build customer relationships
At Legal & General, we believe in building lasting relationships with people. Personable skills help create rapport with customers, which builds loyalty and customer satisfaction. Interpersonal skills can be broken down into these key sets of soft skills:
- Empathy: effectively understanding and sharing the feelings of others, ensuring customers feel heard and valued.
- Patience: maintain calm and composure, especially with frustrated or difficult customers.
- Positive Attitude: Consistently exhibit a friendly and optimistic demeanour to enhance customer satisfaction.
- Resilience: It’s important to not let small setbacks or complaints affect you personally by professionally responding to them with solutions.
You can improve and develop your interpersonal skills by being mindful of your language use, showing genuine interest in the customers' needs and being patient and understanding during the conversation.
Join our Customer Service Team at Legal & General
We are looking for passionate professionals to join our team. If you are ready to make a positive impact on people's lives and grow your career, then we want to hear from you. We offer a diverse and inclusive environment where you can make an impact and learn.
Start your customer service career with us today, where your skills are valued and your career development is our priority.
Explore our recent Customer Service Jobs and apply today.
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