How to Succeed as a Customer Service Representative

Here are some basic guidelines to succeed as a desktop support technician, at the help desk, or at any other customer service field.

Instructions

Difficulty: Moderate

Things You’ll Need:

• Commitment
• Communication skills
• Patience
• Humor
• Confidence

1. Analyze and know your responsibilities. While this is a must, many representatives are not always up to date with the latest implementations that take place in an organization. If most communication is done by e-mail, keep it open at all times in order to keep up with up-to-the-minute information.
2. Be prepared, especially for the unexpected. It is common to see hell break lose at most call centers within a company. Thus, one must always be one step ahead of every possible outcome. Always do your homework on the toughest issues that may arise, which will help you get through those unpleasant moments with ease.
3. Read all documentations you think might be useful at one point or another. If the priorities are low, at least file it somewhere within your office space, or keep it in a safe directory in your computer. When the time comes, you will be grateful to have kept all documentations handy.
4. Take initiative whenever possible. If you are skilled at anything in particular, do not just read existing documentations and scripts, but create one of your own. When written, re-read it and send it off to your manager, or directly to your colleague's mail inbox. Everyone will know you as someone who comes through for the team.
5. At a call center, you get to communicate with all kinds of customers. Some of them will be down to earth, while others simply need some pampering... and fast. When someone is having a bad day, put yourself in their shoes; tell them how much you understand their current situation, and remind them you are doing your very best to reach a resolution.
6. When appropriate, use humor. Noticed a sarcastic customer on the line? feel free to join him/her and make the day better by introducing some honest, harmless humor into the scene. Simply make sure it is with the right person, at the right time.
7. If you are already excellent at what you do, let yourself be known to your customers. You would be surprised at the many times clients will send your manager a nice, complimentary e-mail for your hard work and efforts. These types of e-mails are priceless to supervisors, for they will know exactly how much everyone appreciates your work.
8. If a little manpower is needed, do not hesitate to stay in a few more hours lending a helping hand. Most people do this reluctantly, but if you go to your boss and simply say "I'd be happy to do it" he/she will appreciate the fact that no one had to ask YOU instead. Let everyone know you are not just another pretty face in the office.
9. When helping customers, always try to send a follow-up e-mail on any difficult issue you might have worked on. Ensure that your client is satisfied with the resolution, and clearly let your client know that you will be available if he/she has any questions.
10. Communication skills are very important. Be able to communicate clearly, explaining every problem and solution with ease (both to clients and colleagues.) You would save everyone an unbelievable amount of time.

Tips & Warnings

• Do not lose patience; you will always meet someone who will let their anger out on you. Again, put yourself in their shoes to express much better communication. Knowing you fully understand the situation, this often calms the person down.