Being a Customer Service Representative could be really tough especially if the employee isn’t trained well or isn’t able to develop the skills needed for the job. But with good training and the drive of the employee him/herself, it could be unexpectedly easier.
First and one of the most important aspects of being a Customer Service Representative are the basic skills. Probably the top on the list is listening. As a Customer Service Representative who stays on the phone for hours a day, he/she needs to apply active listening to his/her caller. Nothing could be worse than not to respond correctly to the inquiry or statement of your caller. For example, the caller asked “What options can I have?” and the representative responds “Oh, I’m fine thank you.” That is inappropriate and may irritate the caller and he/she may end up having a bad mood.
Active listening is to listen carefully to intricate details of the question and responding effectively. Try to know what the caller needs then give him/her the appropriate answer. Focus on the call and try not to get distracted by outside factors such as noise.
Next would be speaking. Well, speaking can be a given but it is still essential to have good delivery both grammatically and politely. Lately, I’ve encountered really rude Customer Service Representatives. I made sure their supervisors knew what happened. I mean, it’s just so simple. Do not treat your customers badly.
After the basic skills, the Customer Service Representative should be trained on the process and the systems. There are lots of types of Customer Service and it depends on the company. It could be billing, sales inquiries, directory assistance, and a whole lot more. Processes will depend on the minimum standards of the company. Then, the systems training will help the representative use all the available tools to perform his/her job. It is usually required to have basic knowledge of computer operation since most systems are now computerized.
Training a Customer Service Representative isn’t that difficult but it has to be customized depending on the responsibilities of the employee. Practice usually helps a lot and it would be good to put the employee on live calls immediately after training. Then guide them well and note what they may miss so that they’d be corrected early on and it won’t become their habit. Try to keep their motivation and drive because an employee with little motivation may not be able to absorb the training as much as those who are. As trainers and representatives of the company, do your best to guide the employees so that when they hit the production floor, they would be ready.