OP-Responsibilities Customer Service

Customer service is the process of ensuring customer satisfaction with our products and services.

Specific skills that every customer service employee needs:

  1. Patience - It's important to let customers fully talk about their issues.
  2. Attentiveness - Pay attention - really listen to customers.
  3. Clear Communication Skills - Focus on getting to the problem at hand.
  4. Product Knowledge - You must know our products, policies and procedures.
  5. Positive Language – Turn “I can’t” into “I can”.
  6. Positive Self-Control - Maintain upbeat personality when dealing with grumpy people.
  7. Time Management - Get to what customers want in an efficient manner.
  8. “Read” Customers - Look for clues about their mood, patience level, personality, etc.
  9. Calm Presence - Stay cool under pressure.
  10. Goal-Oriented Focus – State and understand the customer service goals.
  11. Ability to Handle Surprises – Know who is your go-to person.
  12. Persuasion Skills – Ability to convince customers that your offering is right for them.
  13. Tenacity - Refuse to just do the “status quo” when it comes to helping someone out.
  14. Closing Ability - Ability to end the conversation with confirmed satisfaction.
  15. Empathy - Ability to understand and share the feelings of another.
  16. Willingness to Learn - Personal desire to constantly seek to improve.