Remember the old (well, 80s) song by Bonnie Tyler I Need a Hero? “Where have all the good men gone? I need a hero!” Many people want their customer service representatives to be a hero. Customers call with a problem and they want to hear you say “no problem, I’ll handle that for you”. Customers email a quote over and they expect to receive a response in a timely fashion. And when they place an order, they expect top notch service from beginning to end. This is true in the consumer world just as much as it is in the business world. Do you expect to walk into Apple and not get greeted within 15 seconds and asked “how may I help you”? And when you order something on-line from Amazon and it’s out of stock, you expect to be told immediately, not three days later after you thought your order was being processed.
Customer service representatives take a lot of abuse on the front lines and a lot is expected of them. That is why your best men/women need to be your front line. They should also have a couple important qualities about them.
Listening to the customer. Allow the customer to give all of the details regarding the situation, and then ask questions to find out even more details so that all of the information required to deal with a situation is available. Repeat what you heard back to them, letting them know you are listening and understand what they are telling you.
Quick Responsiveness. Providing prompt,
efficient service is key to customer satisfaction. Customers want to feel that
their time is valuable, and a disappointed customer can be a liability to a
company's reputation. Customer service representatives must be able to quickly
yet thoroughly address each customer's needs. Whether it’s returning an email or quote in a timely
fashion, or following through on a special project to get the answer needed.
Being prompt is expected.
Being Organized. A customer service representative needs to remain organized during each call, and keep general product and company information organized as well. A customer service call requires rapid responses from the associate, and only an organized associate that has kept good notes during the call, and has product and company information readily available will be able to handle the situation properly.
Being Pleasant. Being cheerful in the face of adversity is an important quality of a good customer service representative. Customers can sometimes unleash tirades that would make the average person crumble, but a good customer service associate is able to maintain that cheerful demeanor, and calm the customer down or at least know that they did the best job they could.
At Habasit America, we know how important our customers are….how important YOU are. It is our goal to exceed your expectations and to become “Best in Class” in the light weight conveyor belt industry. Let us know how we are doing. We welcome your comments and feedback.