Customer service is one of the most essential functions of a business, and is also extremely challenging especially with a business that has only started recently. Attention to detail and efficiency in solving customer queries not only enhances your brand’s reputation but also contributes to better brand loyalty from your audience in the long run.
Picking the right team members is important and these are a few traits you should look for in your employees that would make them good customer service representatives:
1. Good listening skills: A good customer service representative has an ear for feedback, and has the ability to patiently hear the customer out on the issues he/she is facing, assess the issue and be able to provide a feasible solution.
Good listeners are more likely to grasp what the customer’s needs are at that moment accurately and precisely. Observing the way an employee responds to feedback from his/her manager, for example, will tell you if he/she has good listening skills based on how much they allow the manager to talk and their approach to the feedback.
2. Patience and persuasive skills: This is the most crucial trait you must look for. Customers usually contact the customer service representatives when they run into an issue with the product, payment options or are disappointed with the service received. Often, customers calling in can lose their temper and could also pose some challenging requests. Good service is always valued more than just fast service, and a patient employee is more likely to be able to resolve the issue no matter how difficult the customer can be.
3. Attentiveness: Paying attention to individual customers and addressing them individually instead of just repeating certain standard phrases gives customers value. The customer service representative should be mindful and attentive to the feedback that customers provide while paying attention to the tone and language used in order to gather useful insights to improve the brand’s service the next time.
4. Clear communication skills: An employee that can relay simple as well as complex information crisply and clearly to people is likely to fit into the role of a good customer service representative very well. Being able to convey a positive tone is an added bonus. If a product is not currently available, the positive way of informing the customer would be to promise to inform them that it will be delivered the moment the next batch of product arrives, as opposed to just telling them that it is not available.
5. In-depth knowledge of the product: Look for employees who take the effort to understand the product thoroughly and its inherent benefits. Those who are well-versed in every aspect of your brand’s product will have the requisite technical knowledge as well to resolve any doubts or clarifications that customers might need when they contact support. Not truly knowing the product inside and out will make one unable to help with customer problems.
6. Problem-solving skills: A good customer representative is able to see the problem even before it is explicitly spelt out. Paying careful attention to detail when the customer is beginning to explain the issue helps the representative to also uncover additional possible issues or areas that could be improved. The ability to follow up on the problem and execute a feasible and favourable solution is extremely useful to have in a customer service representative.
These are some of the traits that would make an employee stand out as a potentially excellent customer service representative. Identifying these traits and effectively training such employees would go a long way in enhancing your brand’s relationship with its customers in the long run.