In an ever-expanding world, there’s now a more stringent need than ever for competent customer care departments that can properly meet customer needs, while also ensuring the business is flourishing as it was always meant to be. Considering the high demand for customer care representatives, many people nowadays have a quite distorted view of what being such a representative really entails.
Having said this, the precise skills you need to have as a customer care representative are more complex and humane than one would initially think. If you’re considering becoming one, here are four secrets you can start implementing right off the bat in order to kickstart your career and shine throughout the years:
1. A Thorough Understanding of Your Customer’s Needs
There’s listening and then there’s active listening. As a customer care representative, it’s absolutely crucial that you engage with your customers in such a way that you actively focus on learning more about them and what their needs are.
As Harvard researchers have found, good listeners set themselves apart from average ones because they engage in four different processes while listening to the talker.
The first process good listeners engage in is thinking ahead of the talker, drawing in clues as to where the oral discourse is headed and what the takeaways of the conversation can be. The second thing they do is to compare the evidence the talker brings forth to support their claims and try to establish its validity. The third step the listener takes is to make a mental summary of everything that’s been spoken thus far in the conversation. Finally, the listener pays close attention to any meaning that the talker has not overtly conveyed through their words during the discourse – this is where paying close attention to the tone of voice, gestures, and facial expressions makes a world of difference.
2. A Willingness to Further Advance Your Studies
It’s a well-known fact that becoming a customer service representative does not typically require any extensive studies. However the reality of pursuing this career has more layers than initially anticipated, so it really pays off to further your studies.
Getting qualified as a customer care representative will not only impress your employer, increasing your chances of getting noticed and properly compensated, but will also help you soar in your chosen career.
You’ll learn how to better communicate and understand your customers, maintain daily store operations, build customer loyalty and effectively use retail technology. With adequate qualifications, you’ll manage to learn so much quicker than you would through years of hands-on experience.
3. An Ability to Show Calm, Patience, and Empathy
Customer care so often deals with frustrated, impatient customers, that it’s easy to lose yourself in the fleeting moments these interactions can bring. Having said this, emotional discipline in customer care is key in dealing with upset customers that ultimately look to you to set their worries aside and suggest solutions that temper their high spirits.
Regardless of what claim or accusation comes flying towards you, you will need to perpetually decide if that is a battle that’s worth your time and loss of emotional stability.
Being deferential in a high-temper scenario will often disarm the talker, enabling you both to reach a common ground and find a solution that ultimately addresses the issue at hand. This is why it’s worth strengthening your ability to remain calm in any storm that may arise with the talker, patient with their claims, and empathic with their trouble.
4. A Capacity to See the Essence of an Issue
Customer care is often the playground where issues come to find their resolve and it’s your responsibility as a representative to bridge this gap. So often you’ll find yourself amidst a sea of complaints, angry emails or phone calls, and distressing meetings.
In these cases, it’s essential that you laser through the issue at hand and understand that you’re not the problem. Regardless of the tone of voice anyone is using to approach you, remember there’s always a message the talker wants to get across to you and that’s the only thing you actually need to focus on. This ultimately boils down to your ability to cut through the white noise and pinpoint the core of the discourse and the original intention behind the talker’s discourse.
Ultimately, working as a customer care representative is not at all as easy as it is collectively deyypicted nowadays. On the contrary, it requires that you develop technically, mentally and emotionally to such a degree that not only can you address your customer’s needs successfully, but that you can also become a high-graded conversationalist that’s fully engaged and dedicated to the interaction at hand.