Customer service supports are the people in the frontlines and the point of contact between a business and customers. The efficiency and ability of a customer service support in addressing a customer’s issue will reflect on how a business cares for its customer.
More often than not, customer service support or customer service representative (CSRs) takes the brunt of an irate customer’s tirade against a particular product or service. Every CSR should have a good grasp of the product knowledge and inter-personal skills in order to help every costumer who calls with regards to a particular product or services.
I’ve been in the Business Process Outsourcing industry for almost 3 years now. Starting from a back office position, my duty back then is to scan and process the application papers of job seekers who will be deployed to various warehouses in the US. The 2nd company that I work for gave me an opportunity to experience how is it to handle billing concerns of customers as well as basic technical trouble-shooting for customers who are having issues with their internet service. The 3rd job that I had, gave me a chance to teach English to students from varying professions and age level. The 4th was a tough cookie. In this particular job, I have to call business owners and offer them free-listing to a Business Listing Website; this one gave me the ultimate test for patience, resourcefulness as well as tact and diplomacy in the case of people who just hang up on you at the onset of the call.
All in all, I could say that I never regretted the choice that I made, to shift careers from being a salesman to a guy who answer calls and deal with customers who have issues with their bills, a person who teaches students on the fundamental as well as intricate use of the English language. The guy on the other side of the phone, who offer you free-listing on their business website, which, more often than not, ends up being told “No thanks, we’re all set.”
Maintaining a positive attitude in work is crucial, not because you want to impress your boss or employer, nothing beats the feeling that you are just a phone call away for a person to call when he/she has some questions that you can help him/her with. An attitude to help should be ingrained in every customer service representative in order to ensure that every customer who calls is left with an impression that the CSR that he/she talked to: exerted every effort and explored possible means to address the concern or issue. It’s like driving a car, your attitude speaks a lot.
There will be more blogs to follow about the life and work of a Customer Service Representative. So, watch out for them.
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