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Why Customer Service Is Imperative To Every Company

April 24, 2012 | Comments: 0 | Views: 242

There is one thing that most businesses cannot survive without and that is the customers. Someone must be in charge of dealing with customers when there are issues, complaints or when mistakes have been made. Products can sometimes be faulty, and services do not always work as well for some as they do for others. Quality customer service representatives need to have good people skills and an organizational mind.

Representatives should always approach each situation differently, keeping in mind that each customer's complaint will be different than the others in some way. Most simple fixes can be done on the Internet today on almost any account someone has. The company's website will almost always offer a Frequently Asked Questions section, a live chat area, an email or some other means of electronic help. Technology has made it possible for many issues to be resolved without ever getting an actual person involved.

Employees working on a customer service team should be trained to give simple and quick answers to customers. They shouldn't beat around the bush and should be very clear in their responses without causing any more issues to come up than what is already in play. Reps who are experienced can easily deal with customers who are angry or are cursing at them. In most cases, reps are allowed to hang up if a customer is being completely outrageous and is acting disrespectfully toward them. These reps should get some respect from customers if they are being friendly and helpful upfront. But reps should also be smart about when it is time to place the call on hold on pass it on to someone else like a supervisor or higher authority in order to avoid further problems with the situation.

Call reps should realize that the customer is right most of the time. But if a customer is angry for some reason, it could be tough to reason with them over the phone. The representative may have to take a step back and calm down themselves to properly take care of the situation. The biggest thing is that reps need to remain calm during the entire phone call. If they can't handle it for whatever reason, they should pass it to someone else.

Customer service representatives are a necessary part of many businesses, the backbone of the customer relations. The people working in these positions must be knowledgeable about the company and able to answer questions without guessing or misrepresenting themselves. They must maintain a calm and cool personality, even when they are being confronted by an angry or unruly customer. Many times, people have been dealing with the situation for much longer than the representative and have already become frustrated with the problem. Representatives should keep this in mind for each and every encounter they have with a customer.

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Source: EzineArticles
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