Customer service employees are the backbone of any company’s reputation. Bad customer service can quickly make even your oldest customers hate you!
Despite this, brands often don’t take the time to understand what skills they should promote as a customer service employee. But don’t worry, we’ll help you sort it out!
Key Characteristics of Customer Service Employees
To bring you this article we teamed up with OracleCMS who are experts in outsourced customer services to major brands in Australia and currently employ over 500 people. Here are some traits to look for in your customer service employees.
A customer service employee has to deal with different kinds of customers. So them not having a cool and calm demeanour can be a big problem.
It is crucial for a customer service employee to handle the customers with utmost politeness. Loss of temper worsens the user experience and drives away customers quickly.
A tech-savvy customer service employee is the need of the hour. With new technologies coming in, the spectrum of problems for a product is increasing. Having a tech-savvy customer service employee ensures that the customer feels at home with such new technologies.
These employees aren’t caught off-guard by technical jargon. Plus, they will be quick to adapt to emerging technologies that your brand acquires in the future.
Communication skills are the ultimate need for a customer service employee. Customer satisfaction is a direct result of communication quality. If an employee can make customers understand things better, they create brand trust in the customers.
A customer service employee must also communicate the troubleshooting steps well to your customers. Also, whenever the product needs on-site service, they must be clear about the charges and the conditions. Not having proper communication can lead to misunderstandings and poor user experience.
Every customer service employee must have a good knowledge of the products launched by the company. Having good knowledge brings confidence and conviction to the employee’s voice. It provides a better vibe to the customer as well.
Having complete knowledge also means that they can surprise the customers by showing some extra features.
Also, when responding to a complaint, they can go one step ahead of the troubleshooting guide to tell the customers what might work. It exponentially increases the rating of your service.
Listening is a major chunk of any customer service employee’s job profile. And present good listening skills helps to interpret the correct meaning of what the customer wants to say.
As they are not facing the problem themselves, understanding it from the customer’s description needs high-quality listening skills.
With proper listening skills, a customer service employee can pass on the problem correctly, making it easier for the serviceman to repair the product.
Also, sometimes, customers may mention a small but crucial detail about the fault, and not having good listening skills can make employees omit it, causing a significant loss in service ratings for the company.
It is crucial to have good problem-solving skills to solve minor issues on the spot. Without proper problem-solving skills, calls can quickly become unpleasant for the customers when they can’t even get small solutions without waiting too long.
Good problem-solving skills also include identifying problems. If they can’t identify the problems quickly, there’s no way they’ll solve them.
Not identifying the problem also means the customer service employee can’t report the problem correctly to other departments, should that be required.
This results in more extended processing periods and a frustrated customer.
As a customer service employee, you must talk positively to the customers. This creates a positive impact, and the customer believes that their issue can be resolved.
Moreover, being positive lends them a pleasant demeanour, something that is extremely important while dealing with customers.
Every customer service employee may be stuck in some unknown territories. Questions like these can leave the employee searching for answers. As customer service employees, they must have the skill to improvise to get a solution for their customers without being frustrated.
Improvisation improves customer satisfaction by reducing the time taken to resolve a query. This, of course, leaves your customers pleased.
If you are looking for a top-quality customer service employee, you can contact Oraclecms to help you out. You can find all the characteristics given above in the employees provided by Oraclecms. Comment down below your idea of a perfect customer service employee!