This is your training manual:
This manual is designed to keep you current and fresh on what exactly customer service is all about.
Its work environment, methods of successful customer relations, and career advancement tactics.
The fundamental duties of a customer service worker are to answer questions and resolve problems.
The success in this regard depends on one ability to connect with the customers on a personal level.
You must have the proper attitude; a strong first impression, and communicate well; both verbally and non-verbally and most importantly understanding just what the customer wants and needs are.
As a customer service worker you will be assigned various work stations equipped with a telephone, computer, and a calculator. Or you might meet customers face to face; witch makes it more personal.
You will develop the ability to asses a situation effectively and be prepared to do what is necessary to d-escalate the issues and establish a rapport with the customer; witch allows for customer participation in resolving the matter.
As a customer service worker you will have to defuse anger, and work with a wide range of people and cultural backgrounds. So you will need tools and technologies to make it work.
Customer service workers need to multitask sometimes to manage their time, and network.
So the first tool you will need is telephone skills. By positively projecting your voice over the phone you set the customer in a relaxed posture and can effectively communicate.
The next tool is good writing skills. Because allot of people do not have allot of time to read e-mails or text messages; So you have to be straight to the point and you must proof read your correspondence for any typos or grammar issues before sending.
The correspondence must be concise and comprehensive. Lastly, the most important tool is teamwork.
you must have effective team work to resolve difficult matters.
A valuable customer service worker would be one that can deliver sound advice, professional, empathetic, friendly, and knowledgeable on the product or service provided. He or she must posses proficiency in observational learning, speaking, investigating, and the uncanny ability to work with detail. He or she must have active listening skills, data entry skills, and working knowledge of effective communication through social media.
He or she must be a problem solver and have proper phone edicate; you must listen and respond to customers needs and concerns, take orders, determine charges, and over see billing and payments.
You must review and /or make changes to customer accounts. You must research solutions or answers as needed.
Copying, faxing, scanning, e-mailing, texting, trouble shooting and live chat, may be needed.
This all needs to be done in a friendly and professional demeanor.
You must be able to work full time, and must develop impeccable team work ethics.
Everyone you will come in contact with will have their own opinion on how any given situation should be approached. Do the necessary research to gain substance. You must be considerate of others points of view.
Assessing customer wants and needs is a mater of simply asking a question. Most customers will tell you exactly what’s needed to keep their business; and others will like to see customer satisfaction in action.
The demand for customer service workers has increased. However, competition will be highly competitive.
So if this is the career path your on for long term or short term, you must have patients and good preparation skills. The salary starts off low but there is good chances for advancement within the industry; witch allows for raises to increase income.
In the customer service field you need to be open to suggestions from team members and accept constructive feed back.
This will sharpen your abilities and teach you new ways to approach new situations.
On the job training is often given with each new customer service worker because it gives the new hire a picture of what to expect on the floor or in the call center. Be carful in the choice of words you choose when the class is reviewing lessons, and comparing notes. Seek to stand out by showing the value of your skills sets compared to the common standard. Do home work and see what is being the most complained about in the industry and implement a plan to overcome it, or correct it.
When you think of a customer service workers one thinks telephone or computer. Customer service is in retail, sales, marketing, advertising, food service, public relations , community service, volunteer service, emergency services, policing, fire fighting, tax preparation; that’s just a few things.
We also have the internal customer; witch are your team mates. They deserve the same respect as if you were dealing with an external customer. There are internships available for those who don’t get hired on the first try. This will help you get use to/ or familiar with time management, and dealing with lots of different people.
Another important part of excellent customer service is taking proper notes with as much detail as possible, so should the customer call back there will be a note that has all the necessary components to solve the matter.
Customer service requires much if the customer service worker is not up to the task. Service is the key word in this mode of employment. We are servants not managers. We are to follow the orders given and always deliver consistent application of great attitude. We must stay consistently diligent in our quest to satisfy our customers and this will increase the profitability of the company we represent and provide job security,
We also get the value of learning new ways to deal with many scenarios in our personal lives as well. We are faced with issues daily in our professional and personal lives. Specialized customer service training not only prepares you for dealing with business, it pushes you to a whole other level of cognitive thinking.
It teaches you how to be supportive and aware, knowledgeable, emotionally prepared, and self reliant. customer service workers are always resourceful and inventive.
Customer service workers excel in the art of resolution. The customer service worker practices the science that coordinates the devices, systems, and physical conditions, with the capacities and requirements of the consumer. It is better to be patient than proud; be wise when making decisions concerning resolutions to small and large problems.