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The knowledge needed to be an effective customer service representative varies greatly depending on what industry your company specializes in. However, being a successful rep doesn’t just depend on intelligence. When it comes to providing the best service possible, there are three things all customer service representatives should keep in mind, regardless of their company’s industry…

Callers need to feel like you’re on their team
When customer complaints, problems, or inquiries come rolling in it can be easy for customer service reps to feel ganged up on. At times, it’s difficult to refrain from having a defensive attitude towards customers, especially when they feel you’re to blame for their issues. Representatives need to understand that any misdirected anger or frustration customers are conveying are not personal, and that callers are expecting you to help regardless of their own behavior. No matter their behavior, all customers need to be treated as if they are in control, you have their backs, and you are ready to resolve any issues they’re facing.

You control first impressions
Whether it’s potential customers calling for more information, or existing customers reaching out via phone for the first time, customer service reps are often the first voice a person hears from your company. As such, it’s important to remember that the company’s reputation is in your hands every time you pick up the phone. No matter how unimportant a single call may seem to you, it has the potential to be integral to how the caller on the other line views the business as a whole. A helpful, caring representative conveys a helpful, caring business method and culture.

Projecting happiness is key
When times are tough and someone is calling with a problem, it’s not enough to be as helpful as possible – you also need to be as positive as possible while sorting out the issue. Efficient problem-solving and extensive knowledge of your industry means nothing if it comes with a bad attitude. Callers may be having the worst day of their lives and although a cheerful voice alone won’t solve their issues, it may calm them enough to make things a bit easier. You need to be a positive presence during potentially the least positive of circumstances.

With exceptional, experienced customer service representatives from all over the country, Insta Answer offers only the best for your business. By pulling from the best talent available, Insta provides highly effective phone reps that will be by your customers’ sides with a smile in their voice and the training to instill a positive impression on first time callers. Give us a call to see how we can handle your calls.

Picture of Steve Samuels

Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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