10 Customer Service Skills that Every Customer Service Representative Must Have

Jacada

When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service.

6 Habits of Highly Successful Customer Service Representatives

CSM Magazine

At the heart of every business is a great customer service team, always striving to deliver an exceptional service to their clients with the goal of turning a first-time customer experience into repeat business. Richard Branson truly is the face of customer service.

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How to Be a Great Customer Service Representative

CSM Magazine

Being awesome at customer service is all about having the needed skills and personal characteristics. Some think that communication skills are most important for customer service professionals but this isn’t the case. Understand Your Product or Service.

What Every Customer Service Representative Should Know About Helping Customers

LiveChat

Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. I’ve round up a couple of tips and best practices customer service representative should know when working in support or sales.

These Are the Interview Questions You Need to be Asking Customer Service Representatives

Myra Golden

There was a time when customer service departments/jobs were solely reactive. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer Service .

Treat Customer Service Representatives Like Customers

Talkdesk

Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. Customer Service Call Center

What Customer Service Representatives Can Learn From Doctors About Delivering Bad News

Myra Golden

There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. Help them cultivate an attitude of empathy, walk them through how to be clear, direct and concise and make sure they make customers feel completely comfortable asking questions.

What it takes to succeed as a customer service representative

Service Untitled

The best customer service representatives focus on people. For anyone considering a career in customer service, one must initially be able to handle stress, handle pressure, maintain friendly interactions with customers, and follow through on tasks.

Customer service representatives are heroes too

Service Untitled

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone.

When a customer service representative is limited to talk time

Service Untitled

Many of her friends and customers who I work with have had positive results modifying their loans; the process although at times frustrating and record intensive has helped many families remain in their homes with a more affordable monthly payment.

Lose the Customer’s Confidence and You Lose the Customer

ShepHyken

Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. My wife and I were on the phone with our bank.

2016 Customer Service Trends: The Rise of Service Talent

Tricia Morris

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. Understand the shortcomings of the current service workforce.

Why Must I Repeat Myself Again and Again?

ShepHyken

Customer Support. Have you ever called a company’s phone support number, talk to their customer service rep, have that rep transfer you to another person, only to have to repeat the story all over again? Why did she ask for my account or customer number?

Customer Service Employees are Among the Least Engaged: What’s One Way to Change That?

Tricia Morris

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement.

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Guest Blog: The Power of Training in Customer Service

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. Brainstorming better ways to say “no” to a customer complaint.

7 Types of Customer Service Representatives You Should Hire Now

Magellan Solutions

Looking to beef up your customer service? Hire agents with formidable customer service representatives skills. It’s the only way to ensure customer satisfaction and high service levels.

Create a training plan that helps customer service representatives succeed

Service Untitled

Front-line customer service representatives impact our everyday lives. Why then, are service people often treated as among the lowest paid in many organizations? Be watchful of social media, however Twitter isn’t really the way to solve customer service issues.

4 Easy Steps To Improve Your Communication Skills and Be An Effective Customer Service Representative

Magellan Solutions

In the bustling call center and BPO industry, it is always the case that the most effective customer service representatives possess the most advanced communication skills. When in doubt, don’t hesitate to repeat what your customers said by using your own words.

You Can NEVER Do Customer Service without Doing Sales

Win the Customer

Have you ever called to speak to a customer service representative who didn’t listen to your problem? Did it sound like the customer support person was reading answers off a page and wouldn’t let you get a word in edgewise? Call Center Customer Service

‘Your Call is Important to Us.’ Seriously?

Customer Interactions

Yep, 16 minutes of my life until someone answered my phone call to the customer service line. Do you think it is reasonable to wait 16 minutes to get a customer service representative to answer and provide some online help Sixteen minutes! Seriously.

Building a Culture of Customer Care Isn’t Easy

Kayako

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. But, it’s the first step in helping your customer.

The Words to Avoid in Live Chat Communication

Provide Support

While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. Quite often customer service representatives over-estimate customer knowledge about their products or services.

10 Warning Signs That Your Customer Service Sucks

Comm100

We all want our customers to be happy with our products and services. As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. The problem might be with the quality of your product/service.

10 Ways to Prevent Customer Service Agent Burnout

Provide Support

How to Prevent Customer Service Agent Burnout. I wish I knew it before, when I just started my career as a customer service representative. Burnout is a widespread issue in customer service today. Articles burnout in customer service job burnout

Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance

Provide Support

Customer Service KPIs for Live Chat Teams. Customer service representatives play a key role in business growth and promotion – by supporting customers they build trust and improve brand awareness, reduce the number of complaints and facilitate your marketing efforts.

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Myra Golden

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion.

How to help call center representatives improve customer service

Service Untitled

Centralized call centers receive and transmit an enormous volume of telephone requests daily, with the purpose of collecting and handling information, ranging from product inquiries, questions about transactions, and customer service.

Evolving Customer Service to the Next Level in 2017

BlueOcean

The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available.

Celebrating the Impact of Customer Service Teams

CSM Magazine

Customer Service Week is a time for employers to celebrate their hard-working customer service teams—those on the frontline who are the unsung heroes of delivering a positive customer experience. But a good customer experience isn’t as simple as it often seems.

How Self-Service Support Improves Customer Experience

Merlin

Customer service has always been a topic for people all over the world. It’s either you’ve read a viral excellent customer service you want to experience yourself or a bad customer service you want to avoid. Customers favor knowledge bases at 91%.

Customer service journey map can lead to instant gratification

NewVoiceMedia

How’s this for a customer service strategy: Instant Gratification. During the customer experience there are multiple touch points, or moments of interaction with the company’s employees, website or product. How can you provide Instant Gratification for the customer?

Social CRM: An Idea Whose Time has Come?

Customers Rock!

Thanks for chiming in on Customers Rock!, That’s the perspective many customer service experts have had toward social media-based customer service, or social CRM. But to a marketer that pristine forest of social media represents opportunity to be harvested.

Customer service: what not to do when you don’t know

NewVoiceMedia

She called again and spoke to another representative who offered a completely different answer. So she called a third time and reached a knowledgeable customer service support person who was able to explain how to handle the situation in terms that made complete sense. .

Multichannel + Escalation Management = Omnichannel

Verint

Unlike multichannel service, omnichannel customer service considers the entire customer journey, and manages the escalations and transitions between channels and customer service representatives that sometimes need to occur to successfully resolve a customer issue.

6 Useful Examples of Apology Letters to Customers

Comm100

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.

Service Untitled» Blog Archive » Working on customer service skills

Service Untitled

Service Untitled The blog about customer service and the customer service experience. The second customer is a young, good-looking man dressed in an expensive business suit and says, “Excuse me, but I need to get into my safe deposit box immediately.&#

Will Customer Service Reps Be Replaced by Chatbots?

Topdown

Consequently, chatbots and other autonomous customer service channels are a hot topic for customer communications managers. The biggest question of all is whether human customer service representatives will lose their jobs to robots.

The Best Advice I’ve Ever Heard For Getting Customer Service Reps to Convey Empathy

Myra Golden

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion.

The Subtle Differences Between Customer Support and Customer Service

Kayako

The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.

6 Useful Examples of Apology Letters to Customers

Comm100

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. When our customers are unsatisfied with an interaction with or a purchase from our company, the best thing that we can do is apologize to them.