Being a customer service representative is a challenging task for any employee in a company or firm. Everyone expects you to act nice even if the clients and customers are treating you in a bad way. At the same time, you are expected to keep a good composure despite the presence of pressure from people and things surrounding you. According to Guy Winch Ph.D., “The goal of the customer service is to ensure customer satisfaction and to enhance customer loyalty.” In this article, we are going to list down the top skills that you need to acquire if you want to be appreciated and admired for what you do.
Top 1: Patience
Every single day can be complete torture, especially if you are still not used to handling irate customers. These are the types of individuals who will keep on complaining about the products and services they bought from your company. Since they paid money to avail of what you offer to the public, these people are most likely to look at themselves highly. They think that they can say anything they want because your company received cash from them.
Instead of answering them back, the best thing to do is to be more patient in dealing with these individuals. Make them feel that their negative attitude or tone will not shake you at all. You have to avoid taking things personally and instead, make an effort to extend your patience. According to Jane Bolton Psy.D., M.F.T., “We can all work to develop more patience. An important idea here is that developing patience is just that. Developing a skill. We aren’t born with it.”
Top 2: Attention To Detail
As a person who has a regular encounter with customers, it is essential to become attentive to every single thing. Be sure to listen to what the clients are saying so that you can be prepared for whatever question that they will ask. At the same time, it is also significant to ensure that they will feel valued by the company. Remember that the goal is to change the way they will look at the firm where you work.
You can achieve this by paying attention to all their instructions or comments. Avoid asking them the same questions over and over again because it signifies the fact that you were not listening correctly. When this happens, they will quickly become annoyed and may even give you a negative rating for the service.
Top 3: Effective Communication
Effective communication needs to be two-way. As such, it is essential not only to talk to your customers about your concerns but also to listen to them whenever they raise something to be discussed by the top executives of the company or even from the marketing or sales department of the company. Always remember that these people are too busy with their busy lives and most of them do not have sufficient time to make a call to your office for the sole purpose of complaining.
Once the communication line is established, the next thing to do is to create a structure or system to facilitate more accessible medium of communication among people.
“If the customer has abused the system and is trying to obtain an advantage outside the terms and conditions, then it is a simple case of legality. If the terms and conditions were made clear beforehand, then the ticketing company can take a tough stance,” says Dr. Nigel Marlow
Aside from this, you must also learn how to use the right language when talking to them. The safest thing to do is to explain everything, especially if it comes with specific penalties or charges.
You can develop all these skills with proper training and assistance from the right people. Do not hesitate to attend seminars or classes that can help you improve in providing excellent customer service. Believe in yourself that you have what it takes to be good at what you do. Fortunately, you can also ask for advice from those who are already considered as “senior customer reps” in the office. Seek wisdom from these experts so that they can help you improve your functions. Lastly, you can also go directly to your boss if you have more questions about this.