Customer Service is one of the most difficult positions within a company. You need someone who is able to withstand the ranting of an irate customer, and respond with a smile and sincerity. A great Customer Service employee will be able to empathize with the customer without giving away too much profit. The profit for that transaction is probably lost, but can you satisfy the customer and retain them?
Customer Service agents need to do more then read from a script. They need the ability and authority to solve problems on the fly. They need to evaluate the situation very quickly or the call will worsen. Notice that I said the C/S agent must have the authority. Few things are more frustrating then have responsibility without authority. If your C/S rep does not have the authority, their manager must be able to offer compensation to your customer. The manager must also be readily available.
Obviously something has gone wrong or your customer would not be calling. C/S people need to be good listeners. They also need to be secure within themselves not to react to the anger they are receiving from the customer. It would be helpful to have someone who is laidback and detail oriented in this position. They want to establish peace between the customer and your company.
A controlling person is likely to argue with your customer; and a fun loving person could be perceived as not caring and further enrage your customer. Thus having your former customer vow to never do business with you again; but worse they will also tell anyone who will listen to their tale of horrors.
A good manager of this department will give out praise and use good exchanges as training examples. This will encourage the entire department to do an even better job. Remind them of their importance and continue to thank each member of your department for a job well done. Customer Service can be your tipping point to profit ans success.
Ken Bear Cole
A Second Look Business Consulting LLC
