We call them when we can’t solve a problem ourselves. We chat with them when we know it’s quicker and less controversial, and we yell at them when we don’t get our way. Who are they? Customer service reps.
I’ve worked in customer service for nearly 8 years, from selling newspaper ad space to showcasing restaurant equipment, and now digital publishing. I understand both sides – as the customer and as the customer service rep, also known as a CSR. Working as a CSR really builds patience, problem-solving skills, and regular communication skills.
Customer service requires a LOT of patience on both sides.
You understand how frustrating it is to wait…and wait…and wait for an answer. Maybe your TV provider no longer includes your favorite station, or your streaming service just increased its once affordable price.
You want an answer…now! Because you are important and your life would be easier if this was solved. I understand.
On the other end of the spectrum, when we communicate with a CSR, that person might have to contact 2 or 3 different people (such as technical support) to resolve our concern. The CSR might not be ignoring us – but a CSR needs to set realistic expectations.
In my own work, I try to get back to customers as soon as possible, or at least within an hour either by phone or email depending on the situation. I’ll let the customer know I’ll call him or her in an hour with an update, whether I do or don’t have an answer for them. That way, we keep the customer in the loop.
Sometimes a CSR sets an expectation but doesn’t follow through. That’s a no-no! It’s always best to follow up with a customer, even if it’s a “no” or an “I don’t know yet.”
CSRs must multitask – accurately!
Many customer service reps speak with customers through three means of communication: on the phone, in an email, and in professional chats. We’ve got a lot going on, and organization is key!
I use Asana to organize my freelance work, and to set my own blog and photo deadlines. Asana is a great way to stay on track with personal goals, and to communicate with clients or team members through comments and due dates.
At my full time job, we use Zendesk, which works more like a ticketing system. Customers send us an email, and we receive their questions or work orders in a fancy format. We organize our tasks by importance, when we received them, and who sent the request.
Regardless of the program, we definitely have to stay organized with our work to make sure it’s accurate.
In a nutshell, we are professional multitaskers!
We love feedback.
Whether it’s good feedback, bad feedback, any feedback – it’s always good to know what we need to improve on!
Customers are more likely to comment when something goes wrong rather than when something goes right because, let’s face it – we’re more passionate and we feel stronger emotions sometimes when we’re upset!
However, as CSRs, we try to make a good impression. So when we hear that we’ve done well, that helps too! That feedback will usually go back to managers who reward the CSR with an award, a gift card, or just a good old fashioned “great job” verbal recognition.
We politely educate customers when they ask for services we don’t offer.
Sometimes as customers, we try to create our own solutions or our own services to meet our needs. Sometimes this works, and other times it doesn’t.
In my current job, we ask customers to send us certain file types to make the experience as seamless as possible. We want to address customer questions quickly without anything slipping through the cracks.
However, customers still try to send us their own files, asking for their own services that we do not support. At that point, we explain to the customer why we don’t support a file or a feature, and we try to offer alternative solutions to help them out.
A positive attitude goes a long way.
I’ve had people yell at me on the phone with billing questions when I’m not in the billing department. I’ve given customers the phone number and email they should reach out to when I really can’t answer their questions, but for some reason they still reach out to me. It’s all a matter of the tone we set, and of course, patience.
CSRs can easily get snippy with customers, but that’s not professional, and we all know that would worsen the situation.
I think it’s important to approach situations with a positive attitude. I know, how cheesy, right? But really! A good attitude keeps the CSR smiling and can sometimes change the customer’s mood and perspective. We don’t want to sugarcoat anything, but we do want to accommodate the customer.
Customer service is a balancing act between emails, phones, keeping customers happy, and getting work done! Do you have any interesting customer service stories or tips you’d like to share? I’d love to hear about it in the comments below!