Customer Service - Definition, Why is it important? Key Skills for an Excellent Customer Service Representative(CSR) (Soft Skills Needed)
??What is Customer Service?
Customer service is the process of ensuring customer satisfaction with a product or service a company offers.
??Why is it important for every business's success?
The personnel that interacts directly with customers that form customers' perceptions of the company as a whole.
We have been hearing a lot about Soft Skills, this is where the Customer Service Representative display these.
??Key Skills for an Excellent Customer Service Representative(CSR) (Soft Skills Needed)
?Greeting : Opening the call with Smile
? Listening : This is key skill to understand the customers query
?Understanding : Unless you listen, you can't understand
?Acknowledge : Paraphrase the query for understanding
?Empathize: Do not sympathize with customers
?Explore Options : Try to go the extra mile to resolve
?Provide Solution : Make it a First Call Resolution (FCR)
?Close the call : Ask if there is anything else, I can help you with..
?What else do you want to add?
?Do you think you are training your CSR's well?
?Is each interaction with your customer an FCR?
Thanks for reading! Don’t forget to add your own thoughts, tips, ideas and questions in the comments below.
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5 年Customer Service is first priority of Business.For a silly mistake can break a long-term relationship.So everything is one side and customer service is on another site.
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5 年I want to thank everyone who contributed and the one's who didn't contribute. Really appreciate the love and the support!! ????
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5 年This is a great summary about how to provide excellent customer service, especially the emphasis on listening and always being willing to do whatever is required to help.
Solution Architect | Project Manager | Business Process Manager | Application Architect | Performance Architect | Technical Problem Solver |
5 年Smile! Even if on the phone that smile comes through. IT will also help you stay positive about the situation, and positivity goes a long way to solving problems!
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5 年Very well explained Karthik V. Thank you!