Customer service can make or break a business. Dimensional Research found consumers rank customer service the number one factor impacting whether or not they trust a business. When Microsoft surveyed consumers around the globe, 96 percent of them said customer service was the deciding factor in brand loyalty.
Good customer service wins trust and loyalty, but poor customer service loses business. Eighty-nine percent of consumers report they’ve switched to a competitor because they had a bad customer service experience. That’s what makes the right customer service representative indispensable to East Texas employers.
At Brelsford Personnel, those employers sometimes ask us to send them workers who will be an asset to their customer service department. Here’s what we’re looking for when we evaluate customer service representatives.
People don’t typically chat with, call or visit customer service because they’re having a nice day and they have positive things to say about what the company offers. They call because they have a problem and they need help. Problems make people feel confused, frustrated, angry and impatient. Often they wear those negative emotions on their sleeves.
A strong customer service representative can act professionally even in emotionally charged situations. They remain polite and friendly, even if the customer is rude. If they can’t resolve the issue or the customer’s emotions get out of control, they know when to transfer the situation to a supervisor.
A good customer service representative can turn problems into positive interactions because they empathize with the customer. They can identify the emotions that person is feeling and remember a time they felt that way. It helps them form a connection with the person they’re helping. That connection helps the customer feel heard and eases their frustration.
Strong customer service representatives realize just having to contact support is a headache most people would rather avoid. They’re sensitive to the feelings that come from having to navigate a long phone menu or wait on hold. They make things a little better when they sincerely thank the customer for their patience and loyalty.
Great customer service representatives have strong listening skills that allow them to answer questions quickly. They’re attentive and engaged, even when they’ve been on the clock for hours. Customers know they’re listening because they note small details. They never sound bored or like they’re reading canned responses from a script.
Sometimes there’s not an easy solution to a customer’s request. It’s not just a matter of issuing a refund or providing an exchange. That’s when a good customer service representative’s problem-solving skills become invaluable.
Consumers appreciate when support representatives take personal responsibility for their care. When you stay positive and don’t give up, customer loyalty often results.
Workers who come with all those traits are so hard to find, employers sometimes wonder if they’re unicorns. Brelsford Personnel has an extensive database with highly qualified customer service representative candidates. Learn more about what we offer employers or get in touch today.