Be an Effective Customer Service Representative

6 Parts:

Customer Service Representative (CSR) Responsibilities

Tips on How to be an Effective Customer Service Representative

Impact of Being a Good Customer Service Representative

Tips for Handling Concerns

Questions and Answers

Comments

A customer service representative (CSR) has one of the most important roles in the hospitality industry. CSRs are essentially the face of a business, meaning that they provide assistance, answer questions, resolve issues and address any concerns that customers might have. Providing excellent customer service is one of the best ways to retain existing customers and attract potential new ones.

Some of the qualifications of a good customer service representative include good verbal and written communication skills, computer skills, and most importantly, problem-solving skills. You'll also need good interpersonal skills and the ability to work under pressure, since it's possible that you'll be working with irate customers or guests on a regular basis. Here are some of the basic qualifications necessary to be an effective customer service representative.

If you want to excel as a customer service representative, it's important that you know what the job entails. Listed below are some of the responsibilities of a CSR.

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   Fielding incoming calls, emails or chats from customers

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   One of the biggest responsibilities of a CSR is answering phone calls, emails or chats in a timely manner. In some cases, you'll have to make outgoing calls to provide customers information or sell them products or services. You'll need to handle each interaction with positivity, patience and professionalism.

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2. 2
   Answering customers' questions

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   It is the CSR's responsibility to provide answers and information regarding products or services offered by the company in a helpful, polite manner. You might have to perform research and get back to the customer with an answer quickly.

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3. 3
   Making changes to a customer's account or setting up new accounts

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   CSR's often have to make adjustments to a customer's account or set up new accounts. This is usually done by computer, but in some cases a CSR will have to fill out paperwork.

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4. 4
   Learning about the company's products or services

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   As a CSR, you're the knowledge gateway between the company and the customer. You should study the company's product, service or promotions, and stay up-to-date at all times so you can better serve the customer and answer any questions they might have.

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5. 5
   Collecting customer information and processing orders or payments

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   As a CSR, it is your responsibility to collect necessary information from the customer. This might include the customer's name, address, email address and even credit card information. Some of this data might be kept for future reference so that the company can send out brochures, invitations for offers or promotions that can generate revenue.

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6. 6
   Handling issues or complaints

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   Customer Service Representatives are expected to listen to all customer complaints about the products or services offered. The CSM is expected to handle these situations with understanding and politeness, gather the necessary information and resolve the issue as quickly as possible. If they can't solve the issue, they'll likely have to transfer the customer to another person or department to resolve the problem.

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7. 7
   Selling the product or services

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   Although the main job of a customer service representative is providing information about the product or services that the company offers, they might also have to pitch products or services for sale. If a customer has already purchased an item, a CSR might have to try to up-sell the customer a complimentary product or service in addition to the original purchase. This can provide a big boost for the company, and many companies are willing to pay bonuses or commission for additional sales.

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Since the customer service representative is the first contact between the company and the customer, it's important to know how to handle each interaction with attentiveness, patience and care so that they keep coming back. One wrong move can make or break a business deal and turn off a customer for good.

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   Watch your tone

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   Once the CSR answers the phone or when a guest walks in and asks a question, make sure that the tone of your voice sounds cheerful and eager to help. A CSR should always be aware of the tone of their voice, as the wrong tone can come across as sarcastic, annoyed or bored. Your attitude and confidence level shows through the tone of your voice, and this is especially true when you're dealing with customers over the phone. Make it a priority to sound helpful and interested, even if you're having a bad day or dealing with a frustrated customer.

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2. 2
   Active listening

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   Listening and understanding your customer or guest is are very important keys to achieve customer satisfaction. Be sure to take note all of their concerns so that you can provide the proper action needed to resolve the situation. Repeating or paraphrasing their concerns back to them can help you confirm the issue and lets them know you're listening. Being attentive to their needs makes customers feel appreciated and important.

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3. 3
   Build rapport

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   Personalizing your spiel or having the conversation on a lighter note would be better to use to make your customer feel comfortable. This can be done by addressing the customer by name and asking a simple question about their day like "how's your day sir/ma'am?". These simple things can make a customer feel more comfortable and at ease, which can be beneficial for you, too.

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4. 4
   Maintain professionalism

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   A customer service representative receives inquiries and questions everyday, and sometimes repetitive or simple-minded questions can irritate you. Be sure to stay calm, maintain professionalism and avoid using sarcastic words that might make your customer feel belittled. This can lead to an uncomfortable situation for you and the customer. If you're sick, tired or having a bad day, try not to let it show to the customer. All our personal concerns or issues should always be set aside during work hours. Be sure to maintain professionalism at all times.

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5. 5
   Proper use of empathy

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   Expressing empathy is very important, especially if the customer is complaining about experiencing an inconvenience from the product or services that they received from your company. Showing empathy can also make them feel important and provide them with the assurance that you truly care about their satisfaction. You can do this easily by simply stating "I understand how frustrating it is when..." or "I'm sorry to hear that...". If the customer knows that you understand their feelings, they can express their concerns clearly. In turn, this will help you find the best resolution to suits their needs.

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6. 6
   Be responsible

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   One of the important keys to being an effective customer service representative is to take your job responsibilities seriously. If you promise your customer that you will provide an answer within 2-3 days, you should do your best to accomplish it within that given time frame. Always advise your customer if you have to place their call on hold, and specify the reason or give them a time frame, if possible. If it's taking longer than anticipated, let the customer know so they can call back at a more convenient time or offer to call them back with the solution. Failing to do that will lead to more frustration for the customer, which can result in more pressure on you to resolve the issue. Always bear in mind that the customer needs your assistance to resolve an issue quickly and without hassle, so you shouldn't make it worse through a bad customer service experience.

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7. 7
   Make sure to provide accurate information

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   You need to be knowledgeable on all products and services available by the company and have the ability to provide the customer with accurate pricing, features or benefits. If you're unsure about certain information, do not hesitate to ask for assistance from your superiors or any manager on duty. Always remember that giving false information can confuse the customer, escalate an issue or lead to future inconvenience.

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It's proven that good customer service is vital to almost every single company from a business and marketing standpoint. People naturally assume that if you provide excellent customer service, you also provide good products or services. If you offer the best customer service experience possible, this reflects positively on yourself and your company. You'll set a good example for your coworkers, and you'll likely earn recognition from your superiors. The following list provides a few reasons why customer service is so important to a company's overall well-being.

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   Generates revenue

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   Excellent customer service can increase the chances that a customer will be attracted to products or services that the company offers, resulting in more money.
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