A customer service representative’s occupation is as a liaison between the customer and the company. Usually, they work within the company’s contact centre. As such, a customer service representative is trained to possess certain qualities that are congruent with company policies, yet considerate to the customer’s needs.
A customer service representative’s duties usually begin after a purchase is made or a service is performed. Essentially, communication skills, a positive attitude, knowledge about the products or services, efficiency, and sufficient training and orientation are among a few of the necessary qualities that a customer service representative possesses.
Communication skills come naturally or are learned. This skill flows from the initial contact with the customer to the conclusion of the matter. The skill to Communicate effectively has a subset of skills. These skills begin with listening. Listening to the customer’s problem, complaint or praise can set the tone for a successful completion and customer satisfaction.
A positive attitude often reflects the representative’s willingness to help the customer resolve a situation. When the customer has made contact with a company, one of the first things that’s generally assessed is the attitude of the representative. It is important the customer feels that a representative is willing to investigate and resolve issues that arise efficiently.
Knowledge about the product or service is paramount when dealing with the customer. The customer wants to know that the conversation is two-sided, and that they are speaking to a person who is familiar with the product or service.
When the representative displays efficiency, the customer will usually feel safe and protected. The positive flow of trust is created and often disarms the displeased customer.
Ordinarily, the customer feels more relaxed when they can assert that the representative is well trained. The customer often sees the representative as being the company itself. The expediency that’s displayed usually calms a distrusting customer, and it allows them to fluently flow while communicating their needs.
On the whole, a customer service representative is present for the customer. They help to resolve issues and process claims, help the customer understand a product or service, give instructions for the use of the item, etc. This liaison, generally, is the company’s first line of communication when, during, or after a product or service is purchased. The essential qualities of a customer service representative usually are effective customer communication, courteous attitude and demeanor, and sufficient company knowledge.