A customer service representative is undoubtedly the most important employee in any organization. They serve as the link between an organization and its customers.
When a client enters an office, their first point of contact is with the customer service personnel because, in most organizations, the customer care staff also functions as the Front Desk Officer.
While attempting to resolve problems that customers may encounter while using their products, customer service representatives make friendly comments and compliments. They seek to resolve customer issues in person, over the phone, or via email or fax.
Every business requires a customer service representative.
A good and effective customer service structure is required for any company to flourish and secure customer loyalty in order to maintain customers’ trust and continuous patronage. That is why, in most cases, when the Customer Service Personnel is pleasant and welcoming, the customer feels at ease.
If you’ve been looking for a career to pursue, customer service is a good shot. It is important that you understand what it takes to be a good one as well as the skills required to be a successful customer service representative because you do not want to chase your customers away due to gross incompetence. We will be looking at what customer service is all about and the necessary skills required to make you stand out.
What is Customer Service?
Customer service is the process of attending to all the demands of a customer by providing professional, valuable, and top-notch service and assistance before, during, and after the customer’s needs are met. It is the assistance you give your customers both before and after they purchase and use your products or services, enabling them to have a simple and pleasant experience with you.
Every business is competing for the patronage and loyalty of its customers.
The important aspect of customer service is retaining customers once you bring them in, which means that organizations cannot function without a customer service person.
Becoming a customer service representative necessitates a lot of development and hard work, as there are so many processes that have to fall in place. Here are six essential skills for Customer Service Representatives.
Read also: How to Deliver Excellent Customer Service in Your Business
Skills Required for a Customer Service Personnel
Phone calls skills
Customer service reps can enhance the overall customer experience in companies by utilizing the right phone answering tips.
The extent to which clients want to do business with your company is influenced by how you make phone calls and respond to them as a customer service representative. When a customer service representative sounds excited when making phone calls, the Client will trust the company and feel at ease.
Phone tips include using a professional greeting phrase and answering with a smile; the customer does not need to be in front of you before you smile; your gesture will determine your response and flow. Also, be empathetic and keep your manners in check.
Professional phrases include:
- Good morning”
- Hello, my name is…
- Can I know your name and where you are calling us from?
- “How may I help you today?”
- “Thank you for calling.”
- “Please,” “thank you,” and “kindly.”
Whether on the phone or physically, a customer has to listen carefully.
Customers always want to be listened to and want to be assured that you understand their demands and plights. Please focus on the conversation to make them feel cared for and valued. Avoid multitasking during the call.
If the caller realizes you are doing something else, such as typing on a keyboard, it sends the message that their concerns are less important. Let them know if you need to take notes. It’s unprofessional when a customer rep asks the customer, “Please what were you saying again?”
Good communication/interpersonal skills
Customer service duties are mostly about communication; therefore, Strong communication skills and habits can serve as the foundation for positive interactions with clients, whether pitching a sale or addressing an issue.
A customer service representative should be able to communicate information effectively. A customer service personnel should be able to speak clearly and emphasize important details.
Every customer service representative goal should be to handle situations empathetically and to use Emotional Intelligence when communicating.
Read also: 10 Essential Interpersonal Skills for Career Development
Great computer skills
Computer skills are becoming increasingly important; they are the fundamental skills that any Customer Service Representative must have as the era of pen and paper draws to a close.
Typing, taking notes, and preparing weekly or monthly reports or presentations are all required skills in the profession. You may not have technical knowledge, but having basic computer knowledge is an added advantage.
Microsoft Office Suite and Google Drive Suite are required computer skills, as are fast typing skills, email and letter writing, and database storage.
Knowing how to handle conflicts and a tense customer is part of problem-solving skills. To respond appropriately, you must listen carefully.
As a service provider, you must put yourself in their shoes, face the problem, and devise a solution. You may not be the one to solve the problem, but be sure you know how to go about it. Direct the customer to the exact desk where his or her problem will be resolved.
You don’t want to turn the customer around the office or keep them waiting because they have other options that offer the same service as you. You can only gain the customer’s trust when you assure them that their problem will be resolved quickly.
Read also: What is Customer Self-Service Reporting?
As a customer service representative, you must learn to be patient and endure a world full of people with diverse perspectives, concerns, and personalities. They say, ‘The customer is always right,’ but the customer isn’t always right, but they are the ones who make the company’s vision a reality. After all, it’s not a business until it’s making money.
As a result, the customer service representative must be understanding, sympathetic, and empathetic in all circumstances.
Being patient helps you understand what the customer needs and saves you time because if you start arguing and acting like you don’t care about the customer, the issue will never be resolved or the questions answered.
You can develop a customer service career and become a professional without even taking communication courses such as Mass Communication, English, Linguistics, Human Resources, and so on.
In fact, you do not need to be within the four walls of a classroom to become one, and you can learn Customer service skills for little or no money.
Another advantage of beginning a career as a customer service representative is that you will meet people from all walks of life; the rich, the average, the poor, the rude, the stubborn, the nice, the patient, politicians, and just about everyone else.
If a customer needs a service from any department, it must go through you; if the CEO or any of the staff needs to respond to the customer, it must go through you; this simply means that you are the middle man, and you never know what meeting these various customers can do for you.
If you want to be one, you must put in a lot of effort, passion, dedication, and selflessness. Developing these necessary skills and attitudes listed above can help you build a successful career in customer service.
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