A successful customer service representative is a valuable asset to business growth and customer relationship. They have to provide excellent customer service experience.
Attributes of a successful customer service includes:
- Excellent listening and communication skills.
- Good interpersonal skills.
- Strong speaking skills.
- Knowledge of the product and services
- Ability to use positive language
- Acting skills
- Time management skills
- A calming presence
These key attributes will enable customer service representatives to provide an excellent customer service experience to the customers. Good customer service experience is a strong marketing and branding tool.
Proper training and support is essential to the growth and success of a customer service representative. They have to be up to date with all the activities that affects the customers. A well trained and supported customer service representative will be useful to the customers.
The biggest challenge facing the customer service is dealing with the irate and angry customers. These customers can a times really push you to the wall not forgetting some of them may in the process take it out with you, and you have to manage the situation ASAP. I always wish that customer also remember that the customer service representatives are humans too and have feelings that can be hurt.
I remember one day while I was working as a customer service representative, I encountered a very irate rude client who tore me into a billion pieces. As I was busy doing my best to offer him the best customer service experience despite his unrealistic demands, he was busy lashing out how stupid and poor I was to work as a customer service representative. He shifted his service frustrations to my personal life he thought he knew.
Customer service representative is the contact between the customers and the business, and the customers depend on them for their solutions, queries, information, among others.