What makes you an excellent Customer Service Representative?

What makes you an excellence Customer Service Representative

I started working on a BPO industry for the last 7 years. I always manage to reach all the goals that my companies always give out to us. You need to make sure that you will reach a certain scorecard or else your job security will be at stake. Well, for me it is easy because this is what I always want in my life to be part of the call center’s world. And by the way, this is my dream job. But come to think about it, how do you know that you are an excellent Customer Service Representative. You are free to judge me on this article. Anyway, we are in a free world.

Let me start by telling you that almost all my job that I’ve been with are all about serving or assisting a customer. As one of my interviewers told me “ You always smile, I’m gonna put you on assisting customers”. Not to brag about it, I am good at it. Trying to impress the customer. Smile at them. Make sure that everything they have on their meal is all complete. These are all my fast food years. Now on the BPO (Business Processing Outsourcing), I do these all the same way I assist the customer over the phone. It quite difficult but a little bit of a smile and persistent sure enough you will hit the bullseye.

Thank you for hearing my story. Now let us back to business. What makes an excellent Customer Service Representative. The first thing is always to see your self on the other end of the line. Try to imagine, what will happen if I will be on her shoes. What will be my feelings if for example my problem doesn’t resolve? Those are some sample questions that you need to answer on your mind while you are talking to them. Remember, the customer is the reason why we have work and why we are there. Do not mind if they are shouting or yelling at you. They are only frustrated because they have problems that need to be resolved.

Another one, you know how to listen. This is different from listening and them you just throw it away on the other side of your ear. Listen to them and make sure that you will not lose focus on the words that they will tell you over the phone. Listening is a piece of the puzzle that will help you out to figure out the resolution of the problem. And listening to the customers will make them feel they are important.

The best thing also that would do is Smile. I already mention this one earlier that I always smile. I always smile while talking to someone over the phone. Customers can feel your emotion over the phone whether you are sleepy or lazy. If you smile it means that you are happy to help them and easy for you to talk to the customer over the phone.

I do not have a really specific answer on how to be an excellent Customer Service Representative. Each one of us has a different opinion and different views on this topic. As I said at the start of my writing, this is only my opinion. I’ve met a lot of people in this industry and ask this question to them but they have different answers. You can answer this to your self, what makes you an excellent Customer Service Representative?