4 Key Personality Traits for A Perfect Customer Service Representative

Key Personality Traits for A Perfect Service Rep
Key Personality Traits for A Perfect Service Rep

Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team. While perfection can hardly ever be achieved – some people just happen to possess the qualities that make them more suited for the role of a customer service representative, while others simply don’t. Before we jump into exploring what makes a fantastic customer service employee, here are the key questions you should ask before hunting for a perfect support agent:

  1. What is the ideal support personality for YOUR company culture?
  2. What hard skills are absolutely necessary for the job?
  3. What soft skills are ‘must-have’ and desirable to have?
  4. What exactly will the agent be responsible for?

Having those questions answered in detail will give you a better understanding of what you should be looking for in your ideal candidate. But beyond that, there are certain characteristics and qualities that set excellent customer service employees apart. >>>

How to Write a New Customer Welcome Letter

 welcome letter
How to write a welcome letter

New customer welcome letters have been utilized by many businesses that hold customer relations in high regard. It is considered as good customer relations, and it enhances personal relationships between business and their customers. Writing new customer welcome letters promotes friendly exchanges with the customer, and it sets the tone for subsequent communications with the customer. It also fosters customer engagement. When a business writes this letter, it manages the customer’s expectations and introduces them to what the business is going to offer in terms of products and services. All pertinent information that relates to the core business of the company is disclosed. >>>

Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses

 Cheat Sheet for Live Chat Operators
Cheat Sheet for Live Chat Operators

Chat etiquette plays a huge role in customer service. Professional and authentic interaction with clients goes far beyond the opportunity to make a sale. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand.

How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Customer service training is the most important part in achieving these goals.

Professional line of communication is not that obvious to expect your service agents to get at it intuitively. It is especially true with new employees who often need help finding the proper style of communication which would stick with your business objectives and allow them to maintain their authenticity.

Below are some guidelines on how a service agent can best handle the major key points in a live chat conversation. >>>

FAQ Page for Customer Self Service: How to Choose the Questions to Cover

FAQ page for self service
FAQ page for self service

More and more customers take an advantage of self service options before contacting customer support representatives. In fact, Gartner reports that improving the self-service experience of consumers is among the top 3 priorities for companies that aim to improve customer experience and service. According to Zendesk 50% of customers think it’s important to solve product or service issues themselves. By creating a page for customer self service with most frequently asked questions and answers to them you will not only empower your online shoppers to find information they need in your support portal, but will also cut down on customer service costs. Here are the most important benefits of a FAQ page:

  • Assist your customers proactively by anticipating their needs before they have to ask for help
  • Cut down on customer service costs and save time of your customer service team
  • Offer your customers a portal where they can find not only answers to their questions but also read more about your company
  • Your FAQ page can be a valuable SEO and PPC asset
  • Educate your customers on the topic related to your business

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10 Questions to Ask When Collecting Customer Data

Collecting customer data
Tips for collecting customer data

Customers are putting a great deal of faith in you, when they’re telling you personal information. It’s essential that you understand the gravity of this relationship and the level of trust a customer is instilling in you when they disclose these things to you.

Spamming them, selling their information to another company or letting it fall prey to a cyber attack are all situations where the trust given to you will immediately be shattered. Keep their information safe and secure, and take seriously the trust they have given you.

Here are the top 10 questions you should be asking before you start asking your customers to collect their personal information. >>>

A Complete Guide To Using Canned Responses in Live Chat

Canned responses
Canned responses guide

Predefined, canned or saved responses in some cases help to facilitate and enhance live chat communication. However, live chat agents should keep in mind that misusing this feature may lead to their chat sessions sound robotic and unfriendly. All bread is not baked in one oven. The same should be applied to live chat canned responses for your company’s customer service. They should be unique and adjusted to your business needs.

Though, it seems quite clear what kind of responses to add, I would like to describe some scenarios which will help you to create canned responses for your live chat.

Greeting your customer

Most live chat providers offer an ability to customize system messages, which appear automatically when the chat is initiated. Definitely, adding valuable for your customers information to such messages will save your team’s time and will give your customers clear directions what to do further. You can include some basic instructions, greet your customers or just thank them for contacting your support chat. Here are a couple of examples of such messages: >>>

How Business Leaders Listen to Their Customers

listen to customers
How to listen to your customers

Many companies tend to focus too much on the service or product they provide and forget about listening to their customers. Inevitably, this results in revenue and profit reduction. The main goal of any business is to make money. However, it is easier to reach it when we listen to our customers and understand their needs.

In fact, there is nothing more effective for the quality of our service than listening to what our customers say. Still, businesses often do not solicit their customers’ opinions and thus they lose that precious connection with them that creates smooth experience.

In this blog post I would like to share with you the experience of business leaders who deliver excellent customer service and listen to their customers. >>>

12 Worst Things Never to Say to Angry Customers

12 Worst Things to Say to Angry Customers
12 Worst Things to Say to Angry Customers

It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. In this digital age only a few people will call your support to inquire about a product or service when most of the answers can be easily found online.

While you obviously can’t control problems caused by malfunctioning products or service errors, you can control how you respond to complaining customers. The stats show why you should take them seriously:

  • Nearly 70% of customers quit doing business with an organization because they felt they were treated rudely or with indifference.
  • 95% of customers share bad experiences with others, 54% share bad experiences with 5+ people, 45% share negative reviews on social media.
  • 66% of customers are most frustrated from interacting with employees who are rude or unfriendly.

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6 Reasons Why You’d Like a Career in Customer Service

6 Reasons Why You'd Like a Career in Customer Service
6 Reasons Why You’d Like a Career in Customer Service

If you are a student or contemplating a career change, you know that there’s plenty of career advice out there. However, it tends to offer pointers on careers that are currently hot or that will be in the future. Some of these jobs are indeed great employment prospects, and some of them will be occupations that are extinct a decade from now. And then there are the “solid” jobs, jobs that offer vital services and are always in demand.

Customer service positions are proving to be the best of both worlds, offering a much in demand career that is projected to grow within the next decade. Read on to learn why customer service is definitely a field to consider. >>>

What Elements Matter To Customers During Their Service Journey

Customer service journey
Customer service journey

It is sometimes said that success in business is less about what you sell and more about how you sell it. While this obviously means that marketing is important, so too is the journey customers go on. After all, even businesses with great quality products will struggle if they provide a poor customer experience.

As a result, companies need to make sure they are equipping their employees with the necessary customer service skills to deliver on the elements that truly matter to customers during their service journey. In this article, we take a closer look at some of those elements and explain why they are so important. >>>