Knowledge, Skills, and Attitudes Required For Customer Service Representatives
Importance of good customer relations
It is common for some institutions to regard their customer service representatives as an afterthought. In such organizations, when a consumer becomes a customer and pays for goods and services, that becomes the end of the deal, which is wrong. McVey (2017) cites that remarkable customer service is a competitive advantage since approximately 89% of enterprises compete by the degree of customer experience they deliver. Training of customer service representatives is, therefore, vital for a business’s success. However, training such individuals is complex and time-intensive since it requires thorough scrutiny of individuals involved, and the trainer should know their background knowledge, attitudes, and skills.
Knowledge, attitudes, and skills required by customer service representatives
Knowledge of how to deal with customers is vital for all CSRs. Even when the customer is always right, sometimes they can be unruly, and it needs the CSR to deal with such difficult customers to ensure success in business. For instance, each CSR should understand the importance of empathy when dealing with clients. Besides, fulfilling promises, always remembering that they deal with humans who can have bad days and valuing listening to build rapport with every client and assuming that every client is watching is essential in ensuring excellent customer relations (McVey, 2017).
CSRs should also understand the value of resourcefulness in customer relations, especially when dealing with problems, including unsatisfied customers. For example, each CSRs should understand the difference between responding to a challenge by “I don’t know” and “I will find out.” Resourcefulness aligns with problem-solving skills and initiating a process. This would be helpful, especially for those CSRs who understand what to do and fail to follow procedures when attending to clients.
Communication skills are vital for understanding the needs of customers. Effective communication is one that is clear, compelling, polite, and efficient. When dealing with unhappy customers as in the case provided, effective communication ensures that the CSR understands the client’s needs, their mood and cannot shout at a client. McVey (2017) argues that communication also involves listening, and CSRs should listen first while asking questions to understand the client’s needs and avoid judging them.
Enthusiasm and a positive attitude is a critical component for customer satisfaction. Enthusiastic CSRs show interest in serving customers are time managers, and demonstrate a willingness to learn, listen, and try new things (Lam et al., 2018). Enthusiastic SCRs approach customers proactively and seek for solutions to problems encountered to ensure customer satisfaction
References
Lam, W., Huo, Y., & Chen, Z. (2018). Who is fit to serve? Person–job/organization fit, emotional labor, and customer service performance. Human Resource Management, 57(2), 483-497.
McVey, D. (2017). Leadership Development and Internal Communication as Key Components to Evolving Customer Service (Doctoral dissertation, Pepperdine University).