Recruiting the Best Customer Service Advisors
Let’s begin by asking ourselves, what is ‘customer service’. Some describe it as “The assistance and advice provided by a company to those people who buy or use its products or services.” Great, so we know what it means from a customers’ perspective but what do you need to become a successful Customer Service Advisor? We have pulled together our top 5 traits that we feel you should possess to be a great CSA!
Get to know the industry like the back of your hand! Trust me, it will make your life a whole lot easier. Not only do your clients want to speak with an advisor who can… advise but it will make your day to day tasks run smoother and faster.
It doesn’t stop there, impress your managers! Show them you go that extra mile that you promised them in your interview. Don’t worry, we’ve all been there! This is an all-rounder top tip, that seeks to make everyone’s life that little bit easier.
Show a little empathy
So, this is a prime example of a skill that I have learnt and can personally say has helped me in my previous customer service roles. This is now a skill that I look for when I’m recruiting the perfect CSA.
How many times have you been on either end of the phone with someone totally unhelpful who couldn’t care less about the outcome? More times than I can count on one hand that’s for sure. Showing a little bit of understanding, will help clients trust you, build up a rapport with you, leave you great reviews and may even come back to use you again. Ding Ding!!! This is something your company wants to see; you building up a relationship with clients, persuading clients to come back and use your products or services again.
Listen to your customers
This couldn’t be simpler, BE ATTENTIVE! Imagine having someone help you book your next vacay. You think you’re going to jet off to the south of France and end up with quotes for South Wales…you wouldn’t be best pleased, right? No, nor would I.
Don’t make it harder than it needs to be, your client wants to be on and off the phone with you as quickly as you want to be off the phone to them! Listening to the needs of your clients will make it a lot easier for you to make a decision on what the most suitable product or service is for them. You have them on board and are almost on your way to securing that next deal.
Ability to manage your time effectively
You will encounter hundreds of customer service experiences one way or another in your lifetime, from both perspectives. It’s great when you speak with an advisor who knows their stuff, doesn’t want to waste your time and gets the job done!
Assess and stay in control of the call, there is only a certain amount of time you can spend listening to clients’ problems until you intervene, and come up with a suitable solution. Ensure your tone and language is friendly yet concise enough to keep the call a short and sweet length of time.
Also, if you can’t help the customer, don’t waste time trying to find the answer; pass them onto someone who can give them the answer in a split second! Organisation is paramount when effectively managing time, they go hand in hand!
I’m pretty sure that you have either noted on your CV or mentioned in your interview how great you are at working within a fast-paced environment, you work well under pressure and thrive in both a team environment as well as individually. Put your money where your mouth is if that’s the case!
Customer service is totally driven by targets, you must be able to work both with your team to achieve goals but also have your own individual targets to help you continue your own professional development. You can bet that if you bloom in a target driven environment, you’ll have successful appraisals hopefully followed by commission and bonuses!
Are you thinking of taking the leap to a new opportunity? Look no further…
These above 5 traits will be your go-to hacks when you find yourself a new Customer Service role. Although don’t be fooled, these are all highly transferable skills that will see you through your entire career.