Are You a Customer Service Hero, Villain or Problem Solver?

Many may envy the job of a customer service agent. It can seem to be easy but in reality, it is nothing like what it seems. A customer service agent is a brand that is speaking and thus a true representative. Now you can figure the enormous burden a customer service agent stays under. Not all queries of the customers are relevant. Even at times many just might be simply impossible to fulfill. Customer service representatives need to be trained well in order for them to handle any difficult situation that they are sure to face in their daily interactions with the customers. they should be trained to adapt and be more flexible. The goal of the customer service representative is to provide satisfactory answers. In order to do so, they need certain skills. Some of such skills to be acquired are:

The art of listening – We all hear, but how many of us do actually listen? As a helpdesk, the agent’s primary job is to listen to the customer and sieve out their query or concern. To avoid customer frustration, the agents need to be trained as to easily identify the crux of the matter or the problem at hand. Once the service agent becomes sure of what the problem is, it becomes easier to handle the query and get relevant information faster.

Attention to detail – Nowadays customers are well-informed, and they do not get satisfied easily. A standard answer to a query they might have will not please them. They are looking for more specifics, even customized answers. So, the agent needs to pay attention and answer what he is being asked. Details should be given the recognition it requires, customers want their time to be valued and does highly appreciate an apt answer rather than a standard one. Giving attention can lead the agent to take note of details that may otherwise seem unnecessary, but a wise agent would use the detail to the benefit.

Improvisation – The more creative the customer service agent is, the better it is for the business. Following stringent rules does not go down well with customers. an improvisation or a creative approach can meet customer requirement. The agent needs to assess the reception of the response they are about to deliver and act accordingly. In order to do so, they have to be highly resourceful.

Problem-solver – Customers are following the trend of calling up agents on unresolved issues rather than simply reporting an incident. The agent naturally needs to be able to solve escalated concerns. The issue brought by the customer would need fast resolution, it can be done by the agent with tact. He also needs to have the relevant skills and knowledge to address the issue. They should take their job seriously and understand the severity or degree of discontent the customer is in, the agent should take note of all scenarios and offer the best possible way to resolve the issue.

Knowledge of the product – The service agent needs to receive adequate training o the product that they are dealing with. The resourceful customer will expect the service agent to know the details of the product, so they can get rapid resolution rather than waiting on the agent to get the relevant information. Technical skills are also expected from the agent. They should be thorough at navigating tools that they use. It would help them deliver a seamless experience for the customer. the agents should receive constant updates on product knowledge.

Skilled – The service agent also needs to possess various skills. Such as communication and agility. Sometimes they even have to multi-task as they are required to work across various channels at the same time. Amazing time-management skills come very handily for customer service representatives.

Individual and team contribution – The service agent has to be a highly-functional individual who can also work very well in a team setting. Each of them needs to imbibe a team outlook to make the customer service experience for the customers seamless. Their individual effort and team effort are equally important.

Training – Apart from training the service agents in technical and product knowledge, training in confidence and delivery is also important. Communication strategies should also fall under their training scope.

Empathy – Even though empathy cannot be taught. The customer service representatives must be trained to appear more empathetic. They should work on their voice modulation and be as genuine in their approach as possible.

Patience – The customer service agents need to have superhuman abilities to stay calm. The best of their patience is stupendous at times. This is also an art and they should help from their employers to cope and adapt with their daily challenges and hurdles.

How a customer service agent performs can get them the epithet of a problem-solver. They might get adoration and be hailed as a hero but any lapse of judgement or failure to deliver, is not treated with kindness. They can easily be shunned as a villain. The customer service representative has an enormous impact on the brand and is the communicator with the customers. on receiving adequate training and support they can give an outstanding performance.