It takes a special person to work on the front lines of customer service. The unique person must have qualities such as patience, understanding, a great attitude, and answers.
I was reminded how special the customer service reps in my company are at a recent staff meeting when they gave a brief Q & A on their role in the company. They have to deal with customers of all types, from the disgruntled to the fanatic. They have to have the answers to almost every possible question, from the impossible to the utterly ridiculous – questions that I would want to laugh at.
Unfortunately, those qualities that make an exceptional customer service rep are rare. We’ve all experienced the customer service rep that isn’t patient, could care less about your problem, and has zero answers. When this happens to us, we become very frustrated and it mars our experience with the company.
Yes, it takes a special person to be a customer service rep.
Now think about this; while you might not have the title of customer service rep or work in the customer service department, you still play a role in customer service of your company. Your actions, whether dealing with an outside vendor or writing and designing the company website, reflect on the company and how it values its customers.
How can you improve your customer service?