If you have ever shopped at a store or used any service provider, then you probably have come in contact with a customer service representative. They are the staff you interact directly with while using services or purchasing goods. Customer service representatives are the face, eyes, and ears of any cooperate organization. They interact directly with the customers and usually build the emotional aspect of the business.
Customer service representatives are concerned with handling customer questions and complaints. They give out information about products and services and also help customers understand what services may be suitable for them. Customer care representatives play a role in sales because they help the intending customer make a final decision on a product or service. Sometimes they are the difference between a YES and a NO.
This post presents the top 30 must-have skills for every customer service representative that wants to excel in the job.
Table of Contents Hide
- Who Can Become A Customer Service Representative?
- What Are The Duties Of A Customer Service Representative?
- What Are Customer Service Skills?
- Who Should Acquire Customer Service Skills?
- 30 Must have skills for Customer Service Representatives
- 16. Attentiveness
- Frequently Asked Questions
- We Also Recommend
Who Can Become A Customer Service Representative?
Anyone can become a customer service representative as long as they are determined, open-minded, and willing to learn. However, aside from willingness, you need to have some communication skills. You need to interact with people naturally and have some experience using computers. Here are a few necessary requirements needed to become a customer service representative:
Most employers insist that customer service representatives have a high school diploma at least. If you have already gotten a high school diploma or a GED, then you are ready to begin your career as a customer care representative.
Businesses require customer care representatives to undergo short-term training on the job. This can last for about 2 or 3 weeks. In this training, they will teach you what to expect from the job and how to handle different situations with customers. If you wish to work in finance and insurance, expect that their training may take several months. This training takes months because they would expect you to learn about complicated financial regulations.
They usually teach trainees the basics of taking phone calls, the use of a telephone and computer and information about the company’s products and services.
Also, trainees are usually required to work under supervision for a few weeks before they can work on their own.
Licenses, certifications and registrations
They may require customer service representatives in finance and insurance to have some state license. These state license requirements vary from one state to another, but in most states, they will require you to pass some sort of exam. Usually, employers provide the training required for you to scale this hurdle.
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What Are The Duties Of A Customer Service Representative?
The customer service representatives are the face, ears, and voice of the business. They respond to their customers’ complaints, solve their problems and answer questions they may have on the products and services. Customer service representatives respond to correspondence from customers either by email, chats, voice, or video calls.
They are expected to be empathetic and put their best foot forward to provide the optimum customer experience.
Many customer service representatives are focused on one medium of communication. Some respond strictly to voice calls; some respond to emails and others chats. However, it is possible for a customer service representative to alternate between mediums. For example, a service representative can go from taking calls to responding to emails during his downtime. This depends entirely on the setup unique to each company.
The roles of a customer service representative are listed below;
When they cannot provide answers/solutions, they refer customers to supervisors, managers, and others who can help.
What Are Customer Service Skills?
Customer service skills are skills that help workers interact with customers. These skills give the customers the optimum experience of using the products and services of your company. It is important that every worker should have some of these skills, not just customer service representatives.
These skills include emotional intelligence, empathy, and something as negligible as smiling. These are skills that will keep the customers coming back.
Who Should Acquire Customer Service Skills?
Every worker needs to have some customer service skills. We should not restrict them solely to customer service representatives. This is because anyone of your staff can come in contact with customers and it is important that each customer leaves feeling like you have heard them and that their feelings matter.
Apart from maintaining customer relationships, everyone working on a product should have the customer/user in mind at all times, because their experience with the product/services should be paramount.
30 Must have skills for Customer Service Representatives
Here’s a list of the top 30 skills every customer service representative must have;
1. Product knowledge
Good product knowledge is the first thing to gain as a customer service representative. When you have an excellent knowledge of your products, how it works and their costs, you could answer almost all the questions a customer might have. A genuine passion and belief in your product will also go a long way.
Empathy, according to the Miriam Webster English dictionary, is the action of understanding, being aware of and sensitive to the feelings of another person without having these feelings or thoughts fully communicated explicitly.
When a customer feels understood and cared for, they are more likely to return for a similar experience. You must always try to put yourself in your customer’s shoes and make their lives easier.
3. Communication skills
When attending to a customer, it is important to know the right words to use to convey information calmly and politely. Communication is important in every human relationship and we cannot overlook it here.
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You must be patient with customers if you want to provide the best customer service. Some customers may be difficult to handle and may have some problems understanding you. This is where patience is most important. All customers are different and you need the patience to handle each one and meet their needs.
It can also get very frustrating for you to listen to the same complaint repeatedly. It is important that you remind yourself that these are different people and they all have a share of a common problem. The patience offered to client number 1 should also be given to client 100.
A good customer service representative must have sharp problem-solving skills. It is important that you listen attentively and genuinely try to help solve the customer’s problem and not read through workable solutions from the FAQs list.
6. Positive language
Optimism never goes out of style. You should use positive language when communicating with customers, give them a sense of hope and make them feel like they have more to look forward to. When a customer feels like his situation is bleak, he will try to find solutions elsewhere. Your aim is to earn their trust and keep them with your business.
7. Positive attitude
Attitude is everything, both in work and life. A positive attitude towards your personal life will reflect on your work. A positive attitude is also essential to a human relationship. When handling customers, they must have felt your positivity.
8. Listening skills
Most people can hear but not everyone has very good listening skills. To be a good listener, you must pay attention to what the customer is saying. Want to understand their question or complaint, not merely waiting your turn to speak. Good listening skills will reflect on the quality of your conversation.
9. Willingness to go the extra mile
When customer satisfaction is your priority, you will go above and beyond for them. You wouldn’t merely stick to the set script or rapport. The customer would sense your willingness to assist him/her.
10. Personal responsibility
When you make a mistake as a customer service representative, it will go a long way if you admit your mistakes. Merely admitting mistakes is not enough. You should also rectify the situation. This is a very important example of personal responsibility.
When a customer interacts with a service representative who is not confident, it is difficult to trust them. That you are not confident shows, and as a customer service representative, they can interpret it as a lack of confidence in the product or service. It is important you improve your confidence by increasing your knowledge of the product/service. Undergoing pieces of training and knowing what to expect may help you grow your confidence.
In customer service, the customer is number 1. Their interests must come first. However, selflessness is the rarest skill to find because many humans are inherently selfish and this shows in their attitude towards customers who come to you for help.
Customers always call with problems or questions and this may not be easy to deal with. You must be resilient in keeping a positive outlook and responding politely all the time.
Be your authentic self with the customers. Care genuinely, beyond earning a good paycheck. These things matter and customers can often tell the difference between when you are being genuine and when you are not.
Customers are different, their complaints and concerns vary. Therefore, you must be able to adapt to every conversation flow and to the personality of each customer in order to provide optimal service.
We all love the feeling we get when someone pays attention to us. This is the same with customers. Even when you feel that the call is unnecessary and a waste of your time, you have to be patient and attentive.
17. Willingness to learn
Be willing to learn at all times. Products get updated and services may change. It is important that you are always willing to learn more about the products and services so you can help the customer better.
Time spent interacting with a customer must not be spent chatting about personal affairs. Some forms of conversation are still inappropriate, even though you are expected to be warm and polite to the customers. Professionalism helps you draw the line.
19. Acting ability
This is basically the ability to act. To smile when you don’t want to, to laugh at a joke you do not find funny. You may need to do these things to make the customer feel more comfortable and build a rapport with them.
20. Quick response time
You should learn effective time management, especially if the business is not well staffed. You should attempt to get to customers in the order their calls come in and minimize wait time as much as possible. It is the duty of the management to ensure that the customer service section is never understaffed.
21. Time management skills
I have mentioned time management earlier in quick response time. However, time management is also important while you are engaging a client. Be smart about the time spent researching the customer’s problem and the time it may take to refer them to someone who may be in a better position to solve their problem. Time is of the essence as other customers are being kept waiting.
22. Decision making
Decision-making is an everyday activity. It can make or mar us. As a customer service representative, you need to make quick decisions on what responses to give, how to act or react in the interest of your customer.
This is a skill you should not take for granted. A smile can brighten someone’s day. Even when you feel customers cannot see you, they can sense a smile through a voice call.
24. Ability to overlook
Think of this as a forgiving spirit. You should learn to not hold a grudge against customers no matter what they say. Customers may try to frustrate you or upset you, but you should insist on being polite and helpful.
Hospitality is a need for clients. Whether they are at a hotel, a store, restaurant, people love to feel welcome and accommodated. Every customer service representative should have hospitality ingrained in their being.
26. Emotional intelligence
This is the best skill to master when dealing with people anywhere. It makes for smoother interactions and better human relationships. When a customer starts shouting at you and being unnecessarily rude, emotional intelligence teaches you to respond calmly and try not to get provoked.
27. Social intelligence
This is the ability to get along with others and get them to cooperate with you. This is simply called “people skills”.
28. Intra-personal skills
As much as we try to be the best versions of ourselves with our customers, we should maintain a healthy relationship with ourselves, too. Your psychological welfare is important and mental health is an asset. Extend the positivity to yourself.
This is like attentiveness. Try to hear even the things the customer is not saying by paying attention to their tone and subtle cues.
This is the ability to share opposing views without causing resentment. It is not always what you say that matters, it’s how you say it.
Frequently Asked Questions
The most important customer service skill is product knowledge, problem-solving, and empathy.
No, all you need is at least a high school diploma and companies can train you as a customer service representative.
On-the-job training for customer service representatives can last from a few weeks to 3 months depending on the company. Finance and insurance company pieces of training may take longer.
Customer service representatives are the face and voice of the business and their roles are very essential. If you enjoy working with people, then a job as a customer service representative may be suitable for you, especially seeing as they have minimal requirements.