- Patience/Good listener
- Must be able to take the time to listen and hear what the customer needs. Must be able to identify, repeat, rephrase what customer is saying to guide in the right direction
- Product knowledge
- If you are guiding customers you must know what products your company offers and what they do. If you direct customers to the right products the first time you save them and the company time. If you know how best to address a customer’s need and fix a problem in a timely manner it can turn a negative into a positive
- Ability to “read” customers
- Is the customer frustrated? And what is causing the frustrations? Does the customer need support with a product? Are they using the wrong product? You need to be able to identify an issue quickly and offer a solution
- Time management skills
- Need to be able to balance your time efficiently so customers aren’t waiting for you. That is a waste of their time and would reflect poorly on your professionalism
- Good memory
- Customer service reps need to have lots of knowledge at their fingertips. Ability to remember products, the knowledge to know where to go for answers quickly and efficiently
- Willingness to learn
- Customer service reps must always be learning, searching and growing. Staying on top of products, tech or computer updates and changes.
- Understands the difference in communicating in person vs virtually
- Reps must know how and what is appropriate when meeting customers face to face, on the phone or virtually. Must know and realize what is inappropriate when emailing, texting or chatting with customers
- Friendly personable nature
- Customer Service reps must have a friendly demeanor that customers will relate to or appreciate. The ability to handle customer questions, issues, and complaints without a negative reaction
- Ability to leave personal life at the door when getting to work
- Customer service reps must not share personal life or issues. Those issues must be left at the door, customers should only see a friendly demeanor
- Computer friendly/tech savvy
- Reps should be comfortable with current technology
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