In the field of customer service representative, it is important that you maintain your composure at all times when dealing with the public. Some of them can (and will be) very difficult! You may also have secret shoppers who will come in and test you, to the extreme with demands and unruly children! Oh, regular customers will do this as well, and you won’t be able to tell the difference. Many institutions today offer Customer Care & Service course in India but what you really put into practice is more important than a course.
Being a good customer service representative is made up of the following:
Empathy
You need to be able to understand the customer point of view and smooth the transaction. Remember, the customer is always right (even if they are dead wrong!). A good Customer Care & Service Course in India would always strive to help you understand this fundamental of this field.
Being Positive
What is going on in your personal life should be left at the door when you step through it to go to your job. That sour puss customer doesn’t care if someone flattened your tires and you had to take a cab in today, so don’t pass it on. Smile and greet cheerfully. Stay away from words that may be negative like Unfortunately, as you know- things that are certain to have bad news following them.
Patience
This job requires the patience of a saint! Even more than with a 5-year-old who is asking why the sky is blue for the thousandth time. Customers will get mad at you for not actually giving them the answers they are looking for or validation of a claim they may be making. Or, they cannot understand the instructions on that digital coffee pot and you need to walk them through how to turn it on. Take a deep breath, let it out slowly and calm yourself before reciting the instructions to the customer.
Clarity
When explaining to a customer, being precise and clear is the key, Imagine you are talking to that 5-year-old again, take a deep breath, exhale and begin your explanation slowly and clearly. Make sure the customer understands the directions or the problem is resolved.
Honesty
Being honest is a big part of being a customer service representative. Falsehoods reflect on the company and take away from your value as a representative. Don’t make a promise or statement you can not back up! Stop and reflect a bit on what you would do if faced with the dilemma you are trying to solve and be polite!
Do More than the Customer Expects
Give that little extra few minutes to answer the questions, call a supervisor if you need help, make sure the customer is happy when they leave if at all possible. The person you are dealing with could be having a difficult day too. You are human, and so is your customer! Focus on the problem at hand and be as helpful as possible in any situation.
You have it in your capacity as a customer service representative to make that person’s day who called you, or you are chatting with. If you are on a keyboard, remember to smile from the wrists down: it will make your job much easier! Start today with a great Customer Care & Service course in India.
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