A customer service representative (CSR) plays a key role in a company’s success. Since a CSR often serves as the first point of contact to a business, he or she sets the tone for the customer experience. If a CSR has what it takes to thrive in their role, this representative is well-equipped to tackle all types of customer problems.
What Qualities Do You Need to Thrive As a Customer Service Representative?
1. Emotional Intelligence (EI)
EI refers to the ability to recognize, understand and manage your own emotions and those of others. So, a CSR with high emotional intelligence can relate to customers. This representative has no trouble stepping into a customer’s shoes. Then, the representative can work with the customer to find the best way to fulfill their request or handle their problem.
2. Positive Attitude
A CSR may be forced to deal with angry, frustrated and irritated customers on a daily basis. Through it all, this representative maintains their composure. When faced with adversity, a CSR must have a positive attitude. Because, if a CSR cannot put their best foot forward, he or she is unlikely to be able to meet customers’ expectations. Even worse, this representative may inadvertently create problems for a customer, which can lead him or her to dismiss a business altogether.
No problem is too big or too small for a CSR. In fact, the representative is willing to adapt on the fly in the hopes of finding common ground with a customer. Ideally, a CSR will go above and beyond the call of duty to serve customers as well. The representative will learn as much as possible about a customer and offer flexible solutions to ensure he or she is fully supported.
Typically, a CSR may be required to respond to dozens of phone calls or emails during their work shift. The sheer volume of customer requests or queries may be overwhelming at times. However, a CSR remains patient. The representative focuses on the task at hand and performs it to the best of their ability. And, even though challenges may arise during the day, a CSR knows there is a solution to every problem.
A CSR pays attention to what a customer is saying and how he or she is saying it. The representative practices active listening, regardless of whether he or she engages with a customer in person, over the phone or via email. Also, a CSR responds to customer requests and queries promptly. He or she is willing to follow up with a customer to verify their needs are met, too.
Want to Become a Top Customer Service Representative? Marquee Staffing Can Help
If you have what it takes to be a top CSR, partner with Marquee Staffing. We are a professional staffing agency that can keep you in the loop regarding customer service roles at top companies in Orange County, Los Angeles and San Diego. Visit our job board to see what customer service roles are currently available.