We have all experienced bad customer service at one point or another. When this happens it really makes you think about what characteristics a good customer service agent should embody. When you think of a customer service agent, what are some characterisitics of a good customer service agent?
Patience is huge when it comes to customer service. You will get angry customers and you need to be able to have patience. It’s not only important for the customer, but also important for yourself. Making sure not to respond to anything out of anger and keeping your focus and remainging calm is a huge key to being the best customer service agent.
Being attentive and listening to your customer is really important. Customers can tell when you are not listening. Being attentive will save time from asking information again, or might even help diffuse an angry customer if they know you are listening.
Clear communication skills
Some people tend to mumble or speak too fast. Be very clear when you are talking to a customer not only in the way you speak, but also what you say. Make sure you get to the problem quickly but also make sure your customer understands what you are saying. As an example, by not using abbreviations that your client will not understand from your everyday work.
Knowledge of the product
This should be a given. You should have a good knowledge of your product. This saves time, and also won’t make the customer think that you can’t handle the situation which could lead the customer to think poorly of you or the company.
Ability to use positive language
What sounds better? “I can’t get you that product until next month; it is back-ordered and unavailable at this time.” or “That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse.” The second one sounds better right? Focus more on what you CAN do rather than what you can’t do.
Ability to read customers
Look and listen for clues about how a customer is feeling. Usually you can tell by the tone of their voice if it’s over the phone or how they stand and act if it’s in person.
A calming presence
This is super important, sometimes you might want to get heated but that just adds fuel to the fire. Once a customer knows they can break you down, they will think they can walk all over you. If you have a calming presence, this will lead to diffusing the situation with the customer.
Willingness to learn
Nobody will know everything. So having a willingness to learn will help you be a better customer service agent. You will learn new ways to do things. Your way isn’t the only way and sometimes it might not even be the best way. So open yourself up to learning new things.