The Importance of Creativity in Delivering Customer Service

We’ve been looking at a variety of skills needed to deliver an exceptional customer service experience, such as empathy, active listening, and being confident. Yet there’s another customer service skill that can really come in handy when dealing with customer issues: creativity. Let’s take a look at why this skill is extremely important.

When handling customer service complaints, or troubleshooting a problem, it will require conflict resolution. When we say “conflict,” it’s important to clarify that we don’t mean “fights.” That said, handling a complaint can be a tense situation, and you’ll need to think of ways to diffuse it, and creative thinking can help with this. In some ways, this builds on the skills we’ve looked at—it will require you to have good listening skills, to make sure you understand the problem. It will also require you to empathize with the customer. Once you have these in place, you will need to offer a solution that best fits the customer, and this is another area where creative thinking can help. It’s not an easy skill to develop necessarily, but it is one that can be of great benefit.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree