For my 5 years of job experience for phone and email support, I've learned that behind the scenes at most companies are people who never meet or greet the people who buy their products. The customer service representatives are the ones who have direct contact with the buyers. And a good customer service is critical to business success, ensuring brand loyalty one customer at a time. Most successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer. Timely attention to issues raised by customers is critical. Requiring a customer to wait in line or sit on hold sours an interaction before it begins. Customer service should be a single-step process for the consumer. If a customer calls a helpline, the representative should whenever possible follow the problem through to its resolution.
And through the years of working as a customer service representative I've acquired some skills such as being accessible, knowledgeable, and courteous. It also requires excellent listening skills and a willingness to talk through a resolution. Training in conflict resolution can be beneficial. Strong speaking skills are important. This means speaking clearly and slowly while maintaining a calm demeanor even if the customer isn't.