Have you ever thought of what are the qualities that make one a great customer service representative? Are those the qualities that one can develop in order to get better at this job or is it something that comes naturally?
We've defined seven skills necessary for a customer service agent to succeed and listed them all below!
1. Knowledge of the product
The best customer service representatives have a deep knowledge of how their employers’ products work. Getting to know about the product is one of the most crucial steps of taking a new project. After all, nobody would want to stumble onto a support agent who’s just as confused as the customer himself.
Your knowledge has to exceed that of a customer so that you’d be able to handle the most complex situation. Take time to go through it from their perspective, this way you’ll have a more clear understanding of what they’re going through in order to help them.
If you work for a company that sells something, it is important to know the product inside and out.
2. Organizational skills
Time management is another core characteristic of a customer service employee.
You’ll need to organize your processes right as you’re most likely to be dealing with multiple requests at a time. In order to please everyone in a limited amount of time, you need to be exceptional at time management so that you always deal with customers’ requests in an efficient manner and don’t come off as robotic at the end of the day.
An ideal customer support agent knows what to do when he gets a ticket. He’ll read its content and know-how to come up with the best solution.
3. Capacity to learn
To be a quality customer service professional willingness to learn is the most basic skill requirement. The industry is constantly progressing so it is important to stay on top of the latest services or features developed. It’ll save you the risks of getting left behind by those who invest in their skills.
Make sure you’re always in the learning mode. Work on your communication skills, learn more about your product, keep picking up new tools and processes. Everything will come easier as soon as you prioritize learning.
4. Goal-oriented focus
It’s important to remember that aside from your primary goal which is being a customer needs representative you also represent the business interests of your company so you need to find a balance in compromising the two.
While you aim to solve a customer’s issue make sure not to get lost in the desire to please them. It’s not poor service when you take your company’s needs and goals into account as well, all you do is steer the customer into a direction that is beneficial for both the company and the client.
5. Strong communication skills
All in all, customer service is about communication. A great customer service representative knows how to successfully translate some information onto their recipient. Although it’s not as easy as it sounds it’s extremely important to be able to put one in their customers’ shoes.
You’re going to have a hard time solving other people’s problem if you can’t articulate explanations clearly or are unable to find a solution as quickly as possible. Effective correspondence implies the use of a positive language and an overall soothing presence.
6. Staying cool under pressure
The very nature of the job makes unflappability a crucial skill for customer service representatives. One can easily become overwhelmed by having to deal with negative feedback and finding complex solutions on a daily basis. This type of job requires somebody who’s able to keep their cool, stay calm and even persuade others when things get out of control.
You’re most likely to succumb to the stress if you’re not good enough at stress management. As a result, you’ll lose in the level of support, empathy, and their experience will become poor.
Maybe the problem you encounter isn’t specifically covered in the company’s guidelines, but a great customer service employee stays genuine and shows the client that they matter no matter what.
Empathy as a personality trait can help a person understand others and their situations at a much deeper level. Such representatives are able to feel the frustrations of the customers and keep that in mind when responding to them.
When you acknowledge their problem, listen to what they’re saying and add concern and understanding to your response it will push you to the high lengths. We’ve already discussed how important it is to use positive language and how greatly it’ll affect how the customer hears your response. An ability to put yourself into your client’s shoes and empathize with their problem can often make a great difference.
Empathy is necessary to offer the right solution. Often when people complain they really just want their problem to be acknowledged and to see that you care. Being empathetic can ease frustrations and maintain your brand’s reputation.