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HOW TO BE THE BEST CSR
Although countless numbers of call center jobs have been outsourced to foreign countries over the last decade, customer service representative p0sition still remail plentiful here at home. For many high school graduates,
becoming a customer service representative can be a great way to enter the business world. The experience one gets as a customer service representative can be a great way to enter the business world. The experience one gets as a customer service representative can lead to jobs with increasing responsibility-and even better pay!
No matter what criteria an employer uses to choose the best candidate however, the most successful customer service representatives always seem to display the following traits:
1. KNOW YOUR COMPANY—Before you can even begin to be an effective customer service representative, you need to have an expert knowledge of your company and the goods or services it provides. Customer are coming to you for answers, and knowing your company’s offering inside and out can help you quickly find solutions to your callers issues.
2.PROJECT FRIENDLINESS AND RESPECT—-Customers are your companys lifeblood. Treat all callers with the respect they deserve, and always project an attitude of friendliness and support. No matter how upset or aggressive a caller might be, being calm and helpful is the one and only path to resolving a situation positively.
3. Be apologetic. Don’t be afraid to say “I’m sorry,” even if a problem or error wasn’t directly your fault. Saying “I’m sorry” is a proven way for a customer service representative to defuse a potentially explosive confrontation and allow both parties to work towards a solution.
4. Identify the actual problem. If a customer is calling a customer service representative with a complaint, chances are that caller will be emotional and perhaps even somewhat disorganized in his/her speech. Take the time to dispassionately diagnose the problem to determine what the problem really is. Never assume. Very often, the real problem isn’t even what the caller first says it is.
5. Learn to listen. Effective listening is a customer service skill that needs to be consciously developed. Letting customers do most of the talking is not only a great way to have them blow off steam, but by listening carefully, you can often pick up clues that will more quickly lead you to the answer the customer’s looking for.
6. Avoid jargon. Your speech should be natural and conversational, not peppered with “tech speak” and TLAs (three-letter acronyms). If you must use a technical term, be sure to explain it.
7. If you don’t have an answer, find someone who does. Even the best customer service representatives don’t have the answer to every problem. When stuck for a solution, talk to your supervisor or manager. Never simply abandon the caller just because you don’t have an immediate answer.
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