SO YOU WANT TO BE A CUSTOMER SERVICE REPRESENTATIVE?

As long as there are customers or consumers, meaning people who buy or people who uses products or services, practically all businesses and major industries would need customer service representatives. Depending on the business, they go by different names and titles such as customer service representative, account service representative, customer care representative, customer support representative, or simply, service representative or agent. However,  what is common is they interact with customers usually on the telephone to provide information about products, promotions, services, billing, payments, statements, invoices, receipts, orders, cancellations, returns, shipping or delivery; as well as update customer’s information, correct records and adjust errors.  A crucial role the customer service representative performs is to tactfully handle customer's requests, resolve customer complaints and service problems. A customer service representative normally has to do a follow up by calling back the customer or replying through e-mails or correspondence. Aside from a high school education or in certain businesses,  a college degree,  what different skills are needed by a customer service representative? Here are eight (8) different skills that a customer service representative should learn either through work experience or training.

1.    Active Listening Skills

2.    Product, Sales or Service Knowledge Skills

3.    Computer Skills

4.    Telephone Skills

5. Information Gathering, Processing, Analyzing, Documentation & Recording Skills

6.    Multi-tasking Skills

7.    Organization and Time Management Skills

8.    Decision Making,  Problem Solving  & Conflict Resolution Skills