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CUSTOMER SERVICE – EXPLAINED!

customer-service

Customer service, customer support, customer care and customer success are all about the same thing: making the customer happy! The service agent’s main duty is to ensure the company’s existing customers remained satisfied with the products and that any issues they may have are resolved quickly and happily.

 

Customer service is an integral component of every product sold. Great customer service can make or break a sale, because it’s a form of insurance for the customers’ investments.  At the point of sale the customer does not know if the product will work as promised, so having a great support team to explain, fix or replace the product is a comfort.

 

What you need to be a great customer service agent?

  • Great listening skills – This is the first and foremost talent for a great customer support agent. Most support calls start with the customer frustrated that their investment is not working as promised, frustrated that they even need to call for assistance and wanting to explain their issues to someone who will listen.
  • An empathetic personality / attitude  – you have to be able to understand the customer, their frustration and take an interest in finding a satisfactory solution for their product related problems.
  • Adept at problem resolution – customer problems can be varied and either might simply need your attention or perhaps might need a little imagination to find an adequate resolution.
  • Telephone communication skills – these skills can be learned, but you need to be able to communicate fluently with the client and get them to hear you as well.
  • Basic computer skills – every company has their own computer programs for their customer support, which they will teach you to use during the training course. It helps, however, if you know how to turn on a computer.
  • Able to handle angry customers – Most customers are pleasant enough, but there is always at least one that will call in upset and ready to release their wrath on the anonymous person at the other end of phone. Don’t take it personally! They don’t know you and as long as you hear them out and earnestly make an effort to help them resolve their issues, they’ll usually calm down and have the potential to turn into your most loyal customers!
  • Patience and a good (and appropriate) sense of humor –  customer support is much more enjoyable if you know how to look on the light side of every issue. And most customers appreciate someone who can both resolve their issues and leave them smiling at the end of the call!

How do I get started?

Many customer service positions don’t require any or only minimal experience, so it’s a great field to get a head start in. Customer service comes in many forms, so if you’ve ever worked in a shop or as a waiter, you’ve got customer service experience!

 Companies usually have their own support training course, even for the most experienced candidates. The course teaches the candidates about the companies’ products, unique support style, how to use the company’s preferred computer programs, any scripts or standard answers for the most common questions and also how to handle difficult customers.

The training courses are usually paid at a lower wage than the work itself and have two purposes: 1. To make sure all the support agents are up to company standards and have the right information before they start dealing with the customers directly and 2. To weed out candidates who are extremely unsuitable, ie. people with the wrong attitude, who have trouble listening or extreme difficulty talking on the phone.

Conclusion:

Great customer support basically requires a certain personality type and a great attitude, but it’s not a difficult job.

If you believe you have the right personality for the position, customer support will serve you well!

 

 

If you want to read more about how to excel at customer service, check out Daniel Blare’s succinct and to the point articleCustomer journey analysis – How to Deliver Exceptional Customer Service.

 

 

 

 

 

 


August 16, 2016

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