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The importance of a Customer Care Agent in any reputable organization cannot be downplayed. It could be either be a face to face conversation or via the telephone.
The Customer Care Representative serves as the conduit between the company and the customer and invariably the first Public relations officer as it were.
He/she is expected to possess some vital attributes so as to perform optimally in his/her as a Customer Care Representative.
Qualities of a Customer Care Representative
“Politeness is the practical application of good manners or etiquette.”—skillsyouneed.com
Politeness may have varied definition because it’s a culturally defined phenomenon. What is considered polite in one culture can sometimes be quite rude or simply eccentric in another cultural context.
Whatever the meaning of politeness is, the customer care representative (CCR) must be polite (by applying what is considered “polite” in his/her immediate society) at all times irrespective of the perceived aggression of a customer, efficiency is key so as to deliver a mind blowing service. Respect plays a vital role not minding the profile of the caller, subscriber or customer.
Friendliness and Cheerfulness
“Friendliness or civility is the art of oiling the wheels of social interactions.”
Friendliness and cheerfulness at all times not allowing your own present challenges or emotions affect your job. Enthusiasm at all times to give your best without settling for less.
Tact/diplomacy is key because whatever you say wrongly might be perceived as rudeness to a customer which might lead to the company losing the customer or affect your performance as most times customer care agents are been assessed by the Quality Assurance Department.
Communication and Conversational Skills
“Effective communication it’s not only how you convey a message so that it is received and understood by someone in exactly the way you intended, it’s also how you listen to gain full meaning of what’s being said and to make the other person feel heard and understood.”—helpguide.org
Good communication and conversational skills are pivotal for any agent because this serves as a good brand for the organization. Every customer either wants to make an enquiry/request or complaints so in this regard the problem-solving skills is Sine qua non for any well trained agent.
“Effective listening is a skill that underpines all positive human relationships, spend some time thinking about and developing your listening skills-they are the building blocks of success.”—skillsyouneed.com
Listening is one of the key attributes a good customer service representative because “it’s the ability to accurately receive and interpret messages in the communication process.”
Inability to listen effectively may lead to misunderstanding a message, it could as well trigger break in communication process.
So, listening skills must be championed so as to fully grasp what the customer needs and avoid interruption when necessary.
Some of the listening skills principles that you need include: stop talking, help the speaker to feel free to speak, try to understand your customer’s point of view.
Read more on The 10 Principles of Listening
Nonetheless, in most organizations particularly in our immediate environment, the importance of customer care agents is nothing to write home about in every sense of the word.
It will in no small measure do every right thinking organization who is customer-centric to treat this department well as it ensures that the parlance “The customer is king,” is indeed upheld at all times.