Find out how new CRM innovations from experienced Customer Service Managers help
companies empower their employees and gain a competitive edge.
Introduction about Customer Services:
Customer service representatives work in various kinds of companies. It is their
responsibility to make sure that the customers of the company are provided with
sufficient service regarding customer concerns and questions. The customers are
usually individuals who want to inquire about something, or a company asking
about the service.
What A CSR/CSE does?
A customer support representative communicates with the customers in order for
them to give out information. This information answers to the concerns which
consumers have brought up regarding services or products that they have obtained
from the company. They are responsible for managing and solving the complaints
of the customers. There are many ways wherein customer support representatives
reach out to their customers. They may offer their help through:
3. Mail correspondence
5. Personal service
There are some client service representatives who deal with common inquiries and
concerns. On the other hand, there are also some who focus on certain matters.
The inquiries of customers are usually regarding the balance of their credit
cards, or they want to see the status of their order. To provide the consumer
with solutions, a customer service representative looks up the information over
Sometimes, concerns which have been brought up need further research and
explanation. When handling the issues of a customer, a customer support
representative tries to solve it through following the established guidelines of
Usually, the guidelines include validating the complaints through questions,
providing potential answers. A customer support representative might offer
customers with exchanges or refunds. Sometimes, client service representatives
have to check up on the issue of a certain customer, to see if it has been
Customer service sales involve a client service representative assisting
customers with their purchasing decisions. He or she may advise consumers which
product is suitable for them. Sales and customer service go hand in hand,
especially when the company is selling services and products.
A lot of employers only require a high school education from interested
applicants. On the other hand, there are also other employers who want their
customer service representatives to have excellent communication skills.
Employers want their applicants to have acquired a bachelor or associate degree.
When you want to work as a customer service representative, you should have
knowledge on the computer. You also need to be excellent with your communication
skills. Plus, you also have to be good when it comes to solving the problems and
concerns of customers...
Conclusion / My Experience:
Customer loyalty is shaped by great service experiences. The basic ingredients
of usability, findability and a healthy knowledgebase combine to help provide
users with accurate, complete, and personalized answers to their questions.