Customer service is one of the top priorities of every business. It will either strengthen their customer loyalty or cause damage to their brand. Therefore, companies place a high regard in making sure that only excellent customer service is given to their clients.
Having excellent customer service is achievable if those who render the support are excellent themselves. Many may pass the customer service rep requirements but only a few would really stand out in their performances. So how can you spot them? Here’s a list of the best performing service rep traits:
1. High-caliber communication skills
A service rep’s function is to talk with customers and communicate with them about the business. Since customer service mostly deals with customer issues, it is imperative that the service rep knows how to appease an irate customer or assure a potential client about the product or service. Not only is he good at talking but he is much greater in listening to customer’s concerns. Having a good communicator in your service rep roster will reflect a reliable company to your market.
Best performing service reps know how to attend to their tasks simultaneously. They can balance customer queries on the phone while sending an email to another customer and more. They also can navigate through their tools and equipment while still effectively communicating with the customers. An excellent service rep will be able to do more than one task at a time in a faster pace and without compromising accuracy.
Customers can immediately discern if the service rep they are talking to is genuinely concerned about their needs being met. Service reps who perform well in their task know how to modulate their tones, use the right statements and best of all, can relate to their customers’ feelings and address them accordingly.
Because customer service is constantly being improved, it means that some policies and tools may be modified to achieve the company’s objectives and meet customer’s needs. With these adjustments, service reps must be able to adapt well and be flexible to align their tasks and performance to the changes in the business.
While it is important that customer’s concerns are well accommodated, it should not be at the expense of the company. There can be customers who are pushy and being unreasonable, so best performing service reps know when to draw the line to protect the company’s interests. They understand that though their role is to serve the customers, they are the company’s employees first.
6. Superior product knowledge
All the qualities above are great but if the service rep is not familiar with the product or service they are offering, then it won’t be an effective customer service at all. Best performing service reps are adept with the latest in the company’s products and services and well-versed in providing information about it in detail. This trait is equally important to be able to satisfy the customers’ needs and show them how well they know the product.
If you’re hiring a customer service rep or you are a customer service rep yourself, cultivate these traits in you to be more efficient in rendering excellent customer service to your clients.