February 26, 2016
Representative. Representative. REPRESENTATIVE!
How many times have you shouted this at the phone? By the time you actually reach a person, you’re exhausted and testy. A good customer rep can quickly calm you down, but a bad one can make the situation even worse.
According to a Gartner report, 89% of companies plan to boost their customer service in 2016, a dramatic increase from 58% in 2015. But hiring customer service reps is a tricky business. You want people that are “trainable,” who can quickly learn about your products and your company. But you also need people who have some natural tendencies too.
For example, a good customer service rep can:
This trait tops the list. Not only is patience important to customers, who often reach out to support when they’re confused and frustrated, but it’s also important to the business. Great service beats fast service.
Keep Their Cool
The best customer service reps will keep a customer from tearing their hair out. It’s their job to be a rock and to stay calm under pressure.
Not all problems are going to be found in the customer service handbook. People are unpredictable, and a good customer service rep can think on their feet.
Have Great Acting Skills
Some people will never be happy and will work to drag others down with them. A good customer service rep won’t let this happen.
Be Subtly Persuasive
Experienced customer service reps find opportunities to broaden the conversation when people who are curious about a product as opposed to having a problem with it. This is where the power of persuasion comes in.
A great work ethic and a willingness to do what needs to be done (and not take shortcuts) is a key skill when providing the kind of service that people remember and tell their friends about. It’s about going that extra mile for the customer.
Be Willing to Learn
Those who don’t seek to improve what they do, whether it’s learning a new process or expanding a skill set, will get left behind, especially as companies invest more and more in their customer service departments.
Learn more about predicting success in customer service.