With more companies focusing on improving the overall customer experience in the 21st century, it’s important that they find experienced and knowledgeable customer service representatives to join their teams. It’s often a fast-paced, diversified, and challenging role – but it’s also one that offers great rewards for those who are committed to helping others.
However, the field of customer service does require a specific skill set. Although many new job seekers make their start through a related role, it takes a true champion of customer satisfaction to progress through the ranks and achieve senior status.
- Communication: Communication is the cornerstone of your job as a customer service representative. As such, it’s critical that you present yourself as an amiable, communicative, and enthusiastic professional. Since you’ll often serve as the customer’s first impression of a company or brand, it’s important to make your impression a strong one.
- Flexibility: Many customer service jobs are multifaceted roles. In some cases, you might participate in sales, merchandising, marketing, account management, and even more on a day-to-day basis.
- Optimism: Today’s customer service representatives need to optimistic and positive-minded, too. This doesn’t mean that you need to view the entire world through rose-colored glasses, but customers are relying on you to act as a voice of reason when they’re panicked or concerned.
- Responsibility: Customer service representatives need to be responsible and accountable, too. With today’s focus on the customer experience, customer service and support is no longer as cut-and-dry as it once was. Instead of focusing on coming up with a solution as fast as possible, more companies are putting an emphasis on individualized and customized solutions that are created and implemented on a case-by-case basis.
- Patience: You’ll also need to demonstrate a great deal of patience as a customer service representative. Not only will you need the tolerance required to work with angry or worried customers, but you’ll need patience when escalating calls and general troubleshooting. Employees who work well with others – including customers and teammates alike – often make great customer service representatives.
Customer service is an ever-evolving sector. While employers used to emphasize speed and efficiency, more companies than ever before are shooting for complete customer satisfaction – and they’re willing to go to nearly any means to achieve it.