As a customer service representative at MarketingProfs, I'm fortunate that many phone calls I receive are regarding learning more about MarketingProfs and accessing materials. But now and then, I do get a call from someone who is frustrated for whatever reason and speaking harshly. Those are the days when I think that, yes, you definitely must have certain traits to be an effective and caring customer service representation.
Here's a quick look at three traits that a customer service reps needs... and to keep in mind when hiring a customer service rep.
An effective customer service rep needs to be able to put herself in the client's shoes.
I've gotten my share of grumpy people calling. Just the other day, one lady called, and she kept asking all sorts of vague questions. But I just thought, "By the time we get out of this, we're going to be best buddies."
A lot is going on in people's lives---so you can't take their frustrations and complaints, or even their harsh tone, personally. You don't know how their personal life may have affected their day and ended up in a grumpy person calling you.
I just have to take a deep breath and remind myself that they are calling about something bothering them. I step back and think about how I can help them the best way I can. I want the phone call to be a positive experience for them.
2. Belief in your company and product
Membership at MarketingProfs is optional. You don't have to be a member. So, we really value that fact that people do become our subscribers.
We know that people's time is valuable, and we need to form a relationship at every turn. We want folks to come back to us. Our callers are real people, and so are we. That's one reason we don't have a routine script to follow at MarketingProfs. (You know the ones that some companies have. "Hi. May I help you? Let me get this information. Allow me to direct you to so-and-so.")
I really love working at MarketingProfs, and I want that love to show in the service I provide. So, when I'm off the phone with someone, I want them to have felt my hug. We're not robots, and neither are our subscribers.
Sometimes, people get frustrated about something but can't articulate it. It can even be something as simple as not knowing how to find something on the site. So, I have to pull out my Sherlock Holmes hat, find out what they need, and think about how I can make them happy.
Though you do have to have a certain personality type, you also have to work on what you have. You may be a patient person in general, but you have to work on developing even greater patience. That usually takes experience and time.
So, what would you add to the list of must-have traits for a customer service rep? Chime in on the comments. I'd love to hear your thoughts.