What are the Desirable Qualities of a Successful Customer Service Representative?
Positive Attitude: whether you deal with your face to face or over the phone.
Listen: Let them vent because sometimes that's all they want.
Patience: Sit back and take a deep breath so that you can remain calm no matter what is going on around you.
Accuracy: It never hurts to look over your work and make sure it's correct.
Help: Assist your customer in any way possible that's within your limits.
Time Limits: When you need to call back a customer give them an approximate time frame. If the time comes and you haven't been able to get the information they need. Still call them to let them know that you're still working on problem and will call back ASAP.
You must listen to the customer first to understand exactly what they need or want. If you don't competely understand after they have had their say then begin asking questions until you do understand. Once you understand you then tell them that you will do your best to help them solve their problem and you genuinely make that your priority - if what they are asking is something that you can't possibly do then tell them the truth and help them by finding someone who might be able to. In order to be a really good customer service person you should be able to use empathy and be able to express that to them. Phony personalities usually don't get very far especially if someone has a difficult problem. Their situation is important to them and it should be important to you also.
So I would say that the best qualities to have 1. ability to listen 2. be empathetic
3. know what the proper steps are or where to find the answers that your company has set 4. ability to concentrate and follow through as quickly and thoroughly as you can 5. apologize to the customer if necessary and thank them for their time and doing business with your company
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