Disregarding the importance of a good Customer Service department is both unwise and downright ignorant in this day and age, when so much has come to rely on the customer’s experience, often even more than on the product or service provided. With the ascendance of social media, more and more customers are taking to Facebook and Twitter to lament poor Customer Service experiences and to rate said companies accordingly. And popular rating can seriously impact your company’s reputation.
Check out open Customer Service Job positions at Call Centers at the links below
So to sum it up, companies need a strong Customer Service force, and in the lines below, you’ll find the most coveted skills if you’re looking to get a job in the field.
1. Self-control is key
As anyone who’s ever worked in CS will tell you, there will be days when you just want to reach through the screen and strangle the person on the other end. It’s no secret customers can act nagging, entitled, selfish, and sometimes outright absurd. But it’s your job, as a CS worker, not to let this lavish behavior get to you. You’ll have to keep your temper firmly in check, and this is something you should start practicing in your personal life, so as to hone it for your career.
2. Be patient
Sure, some CS calls are a quick in-and-out that’ll only take 2 seconds, but others can drag on for dozens of minutes, with the customer not understanding how to do something, or not being able to communicate his issue/concern to you. This won’t help you or the customer get any closer to solving the problem. Not only that, it might seriously lower the rating the customer will give you and your company, so patience is key.
3. Conversation skills are also a must
While many Customer Service jobs are now focused on online platforms or telephonic support, there are still some that involve in-person interactions. If you’re looking at one such job, you will want to polish your people skills as much as possible before your first day. Eye contact, attentiveness, and conversational engagement will all carry you a long way with even the most disgruntled of customers.
If you’re truly unable to solve an issue, customers may be understanding, but they most definitely won’t be if they consider you a rude and poor conversationalist.
4. Show empathy
When someone calls Customer Service, they’re usually not in the best of moods. They’re more than likely having a problem, and what’s better when you’re experiencing difficulty than finding someone who feels for you? Recognize this as an upsetting and frustrating experience, and try to put yourself in their shoes to show that you understand the trouble they’re having and are on their side.
5. Develop thick skin
We won’t sugar-coat it for you, if you end up working in Customer Service, you’ll probably hear your fair share of insults, condescending tones, and so on. This is why it’s vital that you don’t let such jabs get to you, since this can cause you to lash out at the customer and potentially lose your job. Even if you don’t, it will take a toll on you mentally, so the best thing to do is take a deep breath and just let the insult wash right off.
6. Take charge
That’s why customers reach out to CS in the first place so that someone will step in and begin taking responsibility for whatever’s gone wrong. So whatever you do, act knowledgeable and show the customer you know your way around any problem, even when you don’t!