Which qualifications have an importance level higher than 60 for a career as a Customer Service Representative? Select all that apply:service orientation.persuasion.reading comprehension.speaking.
A customer service representative is the person who is responsible for providing users with information and support in relation to the products or services that the company in which they work sells. In addition, it is who is responsible for channeling complaints, claims and suggestions.
Usually, customer service management is done by telephone, but the process can also be managed by email, social networks, internet portals or in a personal way, in the store or customer service point.
A customer service representative should be able to hear your needs. As the communication path can also be by email, it is important that the representative has good reading comprehension and speaking in case of telephone contact.
Those who are in customer service know that asking the right questions can yield the necessary answers to solve the problem. The quality questions help to discover the real needs, goals, objectives and concerns of the clients so that the representative can work to solve it and alleviate the concerns. Being persuasive and having a service orientation will help any problem be resolved in a cordial and patient manner and the client is satisfied with the service.
1. Active listening
3. Service Orientation
The qualifications that have an importance higher than 60 for a successful customer service representative are the following:
1)Service orientation: customer service representatives or reps need to have an orientation to providing quality service to customers so skills such as empathy and telephone “smile” are valuable in a customer service industry.
2)Persuasion: a rep has to be able to convince or persuade a customer that the answer or solution provided is the best for a given situation.
3)Speaking: speaking is essential in a rep. The way he speaks, the tone of voice he uses avoiding monotony and giving color to the voice sets the atmosphere in an interaction between rep and customer. Also the language and the choice of words are important to validate rep’s skills. For example, he needs to use positive words and avoid words with negative connotations since this may affect the image customer has on a given product.