the anatomy of a customer service rep
TRANSCRIPT
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The Anatomy of a Customer Service Rep
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Mastermind
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MastermindGreat reps exhaust all their resources to solve a problem, but they’re mindful of others’ time.
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Foresight
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ForesightFollow-up questions from customers are anticipated in advance. Great reps think about ways to avoid similar issues in the future.
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Open Ears
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Open EarsCustomers will tell you what’s wrong. Account managers know about prior issues. Listen for cues.
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Thoughtful Tone
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Thoughtful ToneEmails and help articles are as concise as possible, but thorough. Every customer interaction is friendly and cooperative.
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Funny Bone
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Funny BoneHumor puts customers at ease. People remember the names of reps that let their personality come through.
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Kind Heart
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Kind HeartEmpathy is critical. Contacting support is the last thing a customer will try before giving up.
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Helping Hand
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Helping HandCustomer service is a team sport. Great reps improve the knowledge base and train newcomers.
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Iron Stomach
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Iron StomachConfidence is key when offering recommendations and instructions to customers. It instills trust.
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Fast Feet
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Fast FeetBe proactive. Move towards the problem. Great reps are quick to pick up a ringing phone, eager to pick up slack, and show an ambitious streak.
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Thick Skin
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Thick SkinCustomers may say things in the heat of frustration. Great reps take it in stride.
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