Customer service professionals in the fast-paced financial services sector play a crucial role in ensuring that clients receive the support and service they need, while facing a multifaceted array of challenges. From navigating regulatory complexities and managing highly charged situations to addressing technological issues and meeting elevated customer expectations, their role is both demanding and vital. Success in this field requires a healthy balance of people and technical skills; a combination of technical knowledge, emotional resilience and highly effective communication skills so that customer trust, loyalty and satisfaction can be consistently achieved. 

In our extensive experience of training financial services professionals around the world in our proven Mindset, Language & Actions Toolkit, in an industry as intricate as finance, equipping people with specific tools to enhance their people skills will enable technically proficient service providers to build long-lasting relationships and deliver truly top-tier customer experiences. 

We have found five key people skills required by financial customer service teams to provide exceptional service and responsiveness to be: 


1 – The ability to self-assess and self-manage 

The ability to recognise, understand and manage your own emotions, as well as those of the people you interact with, is an essential component in delivering outstanding service. Having confidence in your own abilities will allow you to manage your responses under pressure, ensuring that even in stressful situations you can maintain a positive and solution-focused approach and respond to customer frustrations in a composed and thoughtful way. 

Customer service representatives who are adaptable and capable of adjusting to new information and flexible in their approach to finding solutions will be able to manage the constant changes in regulations, policies and products in the ever-evolving financial services industry. 

This resilience also means that customer service givers can focus on finding solutions and improving the overall customer experience. This is especially important in finance where the stakes are often high, and handling complaints can be complex and challenging. 

2 – Assessing options, alternatives and solutions 

In the financial services industry, customers often come to customer service teams with unique and sometimes complicated issues. These could range from disputes over charges to issues with accessing funds. Service givers need to be skilled solution finders who can think critically, assess the situation and come up with the best options and ways forward to resolve the issue.  

Access to specific how-to tools and step-by-step frameworks can provide an array of possibilities that can be tailored to suit the situation and provide appropriate options and alternatives. These may involve collaboration with other colleagues guiding the customer through the process while keeping them informed at every step. 

3 – Having a ‘Make the difference’ mindset  

Customer service teams who demonstrate a solution-oriented mindset are a powerful indicator of the organisation’s overall ability to handle challenges in a positive way, boosting the customer’s confidence in the service the representative can provide.  

A healthy, optimal mindset for service thinks what can be done first, is optimistic that a way forward can be found, while valuing and respecting the views of others. Perhaps most importantly of all, there is a certainty that ‘I make the difference’ every time. 

4 – The ability to find ways to communicate Positive 1^st in any situation

The confident and capable service giver is then able to communicate this optimal mindset to customers and colleagues to manage more effectively whatever comes their way. In an industry filled with jargon, technical terms and complex processes, the ability to always communicate the positive first while translating these concepts into straightforward, clear language is a hugely important skill. Starting on the positive with sincerity keeps the other person open, listening and engaged, while clear communication empowers customers to make informed decisions. This builds trust and enhances their confidence in the service provider and the organisation, strengthening long-term relationships.  

Mastery of excellent communication skills means that service givers are also more able to read the emotional cues of customers and adapt their communication style to fit the needs of the client, fostering more productive and empathetic interactions. This adaptability also extends to dealing with different types of customers – what works for one person might not work for another. Having the ability to tailor their communication styles and solution-finding approaches to fit the specific needs and preferences of each customer is more likely to lead to successful outcomes. 

5 – Listening skills and empathy

Active listening is, of course, a foundational skill in any customer service role, and it’s particularly important in finance where clients often come with complex issues or significant concerns. Customers might be stressed about a financial emergency, confused by complicated terms or seeking clarification about their account. When service representatives engage in active listening, the customer feels heard and valued, significantly enhancing their trust and satisfaction with the service. It also allows service teams to pick up on subtle cues which may reveal additional issues that the customer might not be articulating directly, and to demonstrate empathy. When we ask service givers if they truly listen carefully in all interactions, they generally acknowledge it is a skill they could focus on more.  

Whether a client is dealing with a declined transaction, a lost credit card or an unexpected overdraft, financial matters are deeply personal and there is a need to express empathy. Expressing empathy in business is a specific skill and in our experience is best delivered by recognising the impact a situation has had on the customer so that they are aware of our understanding. Then it is most helpful to move quickly to action to work on a way forward or a solution. This builds rapport and trust. When a customer feels that the service giver genuinely cares about their situation, they are more likely to feel reassured, even if the resolution isn’t immediate or exactly what they were asking for. 

Financial customer service teams require an excellent balance between their technical capability and interpersonal skills, demonstrating confidence and capability in both. While understanding complex financial products is crucial, the ability to connect with customers on a personal level, show empathy, communicate clearly and solve problems effectively is what truly sets excellent service apart from the rest. By honing these people skills, customer service teams can builder stronger, more trusting relationships with their clients, enhancing both customer satisfaction and loyalty in a competitive industry. 

Get in touch here to find out how MGI’s Mindset, Language & Actions Toolkit can equip your financial customer service teams with the supercharged communication and people skills required to deliver exceptional customer experiences. 

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