The secret to your business success and the backbone of your e-commerce company is your customer service representative.
Regardless of how impressive your advertisements are or how great the quality of your products and services may be, customers won’t patronize your business if your customer service leaves a lot to be desired.
That is the very reason why it is fundamental to have a team of rockstar representatives. The only problem is that superstars are not easy to find. Definitely, when you know you have one in your nook, don’t let him/her off the hook!
How would you know if you’ve found your diamond in the rough? Check this out!
- They are goal-oriented
A good customer service representative gets the job done, but a GREAT customer service representative gets the job done right and achieves the goal of the company.
What is your company’s goal? Is it to generate more revenue? A great CSR can get you those loyal customers who are generous with reviews and recommendations. Perhaps your objective is to be number one in the market? Well, a great CSR can get you headed to that path too.
When your business representatives are focused on their goals, they are able to achieve them. Focus and determination are powerful! What more if their goal is to achieve your goal too? Then you have the perfect recipe for success!
2. They are problem-solvers
Customers contact your support team in order to solve a problem or an issue they might have. Oftentimes, however, customers are unable to self-diagnose their problems and they rely on customer service to figure that out.
Giving what the customer wants is very often only a temporary fix. A great customer service representative is smart enough to figure out what the problem really is and offer a workable resolution that will ultimately result in customer satisfaction. A study among US companies dictates that businesses lose approximately $62 billion annually because of unresolved customer service issues. Furthermore, seven out of ten customers would claim that they are more likely to do business again with a company that has previously helped find a solution for their problem.
It is not enough to ask, “How can I help you?” Rather, say, “I will help you!”
3. They are warrior communicators
It takes more than just understanding and utilizing the target language to be called a good communicator.
Someone who has effective communication skills can inform and explain in simpler terms. Being too wordy and complicated will only confuse customers even more. Communicating effectively also means having the charismatic ability to persuade, to sound polite on all occasions, to use the right words in the right situations, and to sound genuine regardless of whether the interaction is by phone, email, or chat.
Take it from Mark Twain when he said, “The difference between the right word and the almost right word is the difference between lightning and a lightning bug.”
4. They smell opportunities to market
One thing about ideal employees is that they want to succeed in their careers. Well, you know you’ve won the jackpot when that employee also wants YOU to succeed.
In reality, customer service and marketing are interconnected. Representatives can very easily generate sales, promote your product or service, or gather recommendations that will produce more paying customers in the process. Since CSRs are the faces and voices of your company, they get to interact directly with past, present, and prospect clients, and what they say and how they say it will matter a lot in order to translate that inquiry into a purchase.
Elyse Roach of Help Scout once said, “Customer service representatives got the best tricks up their sleeve to help customers navigate even the most complex situations and help them build an understanding of their customer experience so that they can become their strongest advocate.”
5. They are master multitaskers
Talking with the customer, bringing up records, jotting details of the conversation, writing necessary reports, liaising with suppliers, and checking tracking records are among but not all the duties of a CSR. Some also need to navigate through the company’s social media pages, attend to live chat, follow up on escalations, send out tracking numbers, and so much more. With the handful of tasks expected for a customer service representative, definitely, one who can do them all is a multitasker. However, one who can do them all without sacrificing quality is a MASTER multitasker.
Multitasking is a difficult feat. It requires sheer focus, present-mindedness, and mastery of all the processes. It’s wonderful what a master multitasker can accomplish for your company in a short span of time.
6. They have a high EQ
“The greatest technology in the world hasn’t replaced the ultimate relationship building tool between a customer and a business; the human touch.” — Shep Hyken
Emotional intelligence or otherwise known as emotional quotient refers to the ability to manage and control one’s own and other people’s emotions. Those with high EQ can effectively recognize negative feelings and empathize and communicate with others in order to neutralize or defuse conflict.
A customer service representative with high emotional intelligence is a gift wrapped in a glittery box with a huge bow. A delight to your company and to your frustrated customers, and a peacemaker in this ever chaotic customer service world.
7. They are consistent
All these characteristics are significant to the triumph of your business and the success of representatives’ individual careers. However, one thing that makes the complete package is consistency.
Consistency is the key. Your representatives may be superstars during the onset of the business, but eventually, the enthusiasm may also die down along the way. This can be preventable in many cases, but most of the time, it’s people’s intrinsic motivation that determines how steady one’s job well done will be.
Arsene Wenger once said, “When you look at people who are successful, you will find that they aren’t people who are motivated, but have consistency in their motivation.”
Choose the right people to represent your company and let these rockstars groove you to your success. Rock on!
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