5 Skills That Makes a Good Customer Service Representative
By Justine Gado | Apr 18, 2019
Good customer service requires more than just the fluency to communicate with the clients.
There are a lot of reports about companies who provide bad customer service. Now, if you want to be different, see these 5 excellent skills that make a good customer service representative:
Skill #1. Patience
Every now and then, you’ll inevitably come across with difficult clients who will test the extent of your patience. If you’re dealing with customers every day, make sure to be extra patient. Avoid easily getting pissed and practice effective breathing exercises that’ll help clear your head and be more composed while talking to clients.
Derek Sivers explained that quality service always beats fast service. He emphasized the importance of better understanding the client’s enquiries and needs than getting all worked up.
Take time to figure out what help they might need and then calmly assist them in solving their reason for calling. Be the level-headed person between the two of you and provide them with answers. Make sure to let them know that you are more than willing to help on whichever matter they are dealing with. At the end of the day, you never know how much customers appreciate good customer service.
Skill #2. Knowledge of the product or service
The best customer service representative has a deep understanding of the product or service that the company offers. If they are not well-informed about it’s every nook and cranny, how will they help the client about its many enquiries?
More than anyone in the company, the customer representative should know the service offered from the front to the back. It is the only way to make sure that they can attend to every client’s concern without a hitch.
Skill #3. Clear communication
To achieve clear communication between the company and customers, the agents should have a clear voice. In addition to that, an agent should be cautious about the words they use to avoid any misunderstanding with the client. By doing so, will eventually help you to stay away from bad circumstances.
Mimicking the customer’s tone and language is one way to communicate clearly because it shows that you understand and acknowledge their issue. It helps in creating rapport and establishing a better relationship between the client and the agent. Thus, marking it as a great call.
Skill #4. Empathy
Another requirement that makes a good customer service representative is the ability to empathise with the client. Empathy is a character trait that can be improved and learned upon. To understand the client’s dilemma and share their feelings would make a great impact on the customer as they will perceive the agent to be caring.
For instance, the client’s concern regarding your service has no hope and it is clear that they are at fault. Now, the client was asking you on what can they do to refund the certain service but you know that there’s no solution. The client was old and is clearly upset. But because of your empathy, you feel the client’s dilemma and you’re trying to calmly make them understand that there’s nothing else that you could do.
The ability to empathise gives the agent an automatic gentle voice while relaying the message. And thus, making it a great skill as a customer service representative.
Skill #5. Goal-oriented focus
One of the vital customer service skills that a company has been looking for is the goal-oriented focus. Aside from giving heart-warming customer service, agents also have numbered goals that they need to fulfil.
Business goals + customer happiness can go hand-in-hand without resulting in poor service. Thus, agents should be comfortable in achieving both.
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For more information and pricing quotes, contact DBOS for a FREE consultation today!