Most often, the only person your customer will come into contact with during a phone call to your business is one of your customer service representatives. Every email, phone call, and transaction serves as a reminder of why your customer chose your product or service above others in the industry. For this reason, it's extremely important that your customer service representatives share the same company culture that you do. Each representative should display the same positive professional qualities you want your business to be known for.
One of the top qualities you need to look for in a customer service representative is patience. When customers call in, they are often confused, frustrated, or in need of assistance. It's the job of the customer service representative to find out exactly what that person needs and provide it. A good representative won't make the customer feel rushed but instead will take the time and make sure when the person is satisfied before leaving the business or hanging up the phone.
Excellent customer service representatives are even better communicators. The ability to truly listen to what a customer is saying is essential for success. The customer service department of any company is designed to ensure quick and efficient delivery of products and services, and a good rep will know how to listen well, have excellent verbal skills, and possess strong typing, spelling, and grammar skills.
Many customer service representatives are trained in a call center environment. Scripting is often used to keep reps on track and ensure they understand the tone and objectives of the company. One quality a good customer service representative will have is the ability to know when to veer from the script and take care of a problem immediately. A fast response time can ensure repeat customers.
A customer service representative should be enthusiastic about the job and have a willingness to help others. You want to find someone who has the ability to go above and beyond the call of duty to make sure the customer is happy. When you have someone who puts forth extra effort, you will have happy customers who refer you to others.
Perseverance is a quality many people lack. It's easy to give up when something is not going your way or when you are tired and ready to call it a day. Someone with excellent professional qualities will be persistent and not give up until the customer is calm and happy and the goal of excellent customer service has been achieved.
It takes a special person to work with irate and unhappy customers every day. Make sure you find an excellent customer service representative who will follow the rules and possess the qualities you want reflected in your business. As a result, your customer base will have a chance to grow.
(Photo courtesy of Freedigitalphotos.net)
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