Industry-leading businesses understand the importance of quality customer service. The role of a customer service agent is more than just an entry level position … they are the voice of the organization. Their skills and decisions determine your customer’s overall experience with your brand, both good and bad.
Companies experiencing customer retention issues often find poor customer service at fault. Agents with negative attitudes or lack of knowledge can drive customers away to competitors. To optimize the level of customer service within your organization, we would like to share five important qualities for a customer service agent, as originally published in the article, “Important Qualities of Customer Service”:
Being cheerful in the face of adversity is an important quality of a good customer service representative. Customers can sometimes unleash tirades that would make the average person crumble, but a good customer service agent is able to maintain that cheerful demeanor, and calm the customer down or know that she did her job the best she could.
A customer service agent needs to remain organized during each call, and keep general product and company information organized as well. A customer service call requires rapid responses from the agent, and only an organized agent that has kept good notes during the call, and has product and company information readily available will be able to handle the situation properly.
Each customer call is a different experience, and each customer is looking for a different result with their situation. A good customer service representative is able to adapt to changes in customer situations, and to changes in customer demeanor within the call itself. Customer can sometimes switch topics or introduce new information without warning, and the customer service agent needs to be able to adapt to those changes.
4. Good Listener
Memorizing a script and then repeating it back to the customers is not good customer service. Listening to the customer is an important quality of a good customer service agent. Allow the customer to give all of the details regarding the situation, and then ask questions to find out even more details so that all of the information required to deal with a situation is available.
5. Being Thorough
A good customer service agent knows the product information, understands how to apply it to various situations, can analyze a situation with the information given by the customer and can suggest multiple solutions. Being thorough is an important quality of a successful customer service representative.
Is there a quality that is most important to you?