What Is a Customer Service Representative?

Customer Service Representative (CSR), that is, on behalf of an enterprise or company, thoroughly understands and understands the company's products or services provided by the company through a variety of channels (phone, fax, email, Internet, video images, SMS, Modern integrated information processing methods such as databases) provide pre-sale, on-sale or after-sale services to customers, with the purpose of improving the company's image and customer satisfaction.

Customer Service Representative

Customer Service Representative (CSR), that is, on behalf of an enterprise or company, thoroughly understands and understands the company's products or services provided by the company through a variety of channels (phone, fax, email, Internet, video images, SMS, Modern integrated information processing methods such as databases) to provide customers with pre-sale, on-sale or after-sale services to enhance the company's image and

Customer Service Representative (CSR)

definition

On behalf of the enterprise or company, thoroughly grasp and thoroughly understand the company's products or services provided by the company, and provide customers with a variety of channels (telephone, fax, email, Internet, video images, short messages, databases and other modern comprehensive information processing methods) Pre-sale, sale or after-sales service to enhance the company's image and

What is a Customer Service Representative (CSR)? So far, a CSR is still not appropriate

In short, CSR mainly establishes and improves the close psychological connection between customers and the company through comprehensive services, helping the company to build a safe, reliable, long-term and durable

Customer service representative dissolves frost with a smile

As the saying goes: "Raise your hand and not smile at people." Smiling can resolve contradictions and win unexpected results.

"Hello, glad to serve you!"

Every customer service representative will start with this simple and cordial opening phrase to welcome every customer who calls for inquiries or complaints. The call center is an invisible external window, and the communication with customers depends on the words on the phone.

Whether the customer service representative communicates with the customer with a pleasant mood or a depressed attitude, the customer can feel it at the first hearing. (Whenever you pick up the phone, please smile, because the customer can feel it at the other end of the phone.) How to convey the inherent beauty of the customer service representative to the customer is a matter of careful study. Smile is an image, smile is a realm, and it is an effective weapon for handling complaints. Smile is also a responsibility to every customer service representative. Services without smiles are indifferent services; services with only smiles are mechanical and rigid services; and only stand on the customer's stand, think what the customer thinks, urgency the customer's urgency, with sincere and meticulous service, with a considerate smile It is the best service that the discourse and the customer achieve a certain spiritual fit. Allow customers to smoothly experience and feel the smile of customer service representatives in communication, to convey value in smiles, to reflect value in smiles, to achieve "success in creating success with customers" in smiles, which is the highest state of customer service representative service .

Customer service representative shifts topics if necessary

If a customer is constantly arguing over a particular detail and is unable to handle a complaint, an experienced customer service representative will shift the topic or pause the discussion to ease the tension and look for new entry points or more appropriate complaint handling opportunities.

The dragonfly drew in water: "I'm clear about the problem you said. I heard ... last time. Then you have heard ..."

Pretend to be deaf: deliberately misinterpret a word spoken by a customer to shift the subject.

Hengdao straight-through: "I understand your situation, I will inform you of the result as soon as possible, can you wait for our notice?"

Customer Service Representative Avoids Complaint Processing Breakdown

An experienced customer service representative will not let the complaint handling be completely broken. He will always leave a little escape for the client until the next complaint handling agreement is reached. On the other hand, the customer service representative must state that it is better to not reach an agreement than to reach an agreement, because a barely reached agreement can have endless consequences. For the client, you have to constantly tell him what you have done for him and make him feel that you have paid a lot.

Customer service representative with a positive tone

In the handling of complaints, if customers have constructive or consider smart opinions and speeches, if they adopt a negative tone, they will easily irritate the customers and make them lose face, making it difficult to handle complaints, and may still be behind you. Black trick. Customer service representatives should try their best to affirm their customers, praise them, and give them full face. In this way, customers will be willing to give you face.

Be a good listener

Generally speaking, customers always think they can speak well and prefer to speak. The customer service representative knows this and should try to get the customer to talk as much as possible. From what they say and do, customer service representatives can hear their strengths and weaknesses, as well as their stand on complaint handling.

Speak from the customer's standpoint

Many people mistakenly believe that in the handling of complaints, they should rush to kill them without giving in. However, it turns out that most successful complaint handling can only be achieved in a harmonious atmosphere. On the same negotiation conditions, it is often more convincing to explain the problem from the perspective of the client. Because customers will feel more: the premise of achieving "satisfaction" is that both parties can obtain the expected benefits.

Customer Service Representatives Retreat

Some things may go beyond the authority or knowledge of the customer service representative. The customer service representative should not be in a hurry, should not pretend that they have the right or know something, and make a decision that should not be done. At this point, it may be advisable to retreat and ask the leader or colleagues to study and understand the facts, it is not too late to reply or decide, after all, no one knows everything. A hasty decision is usually not a good one. The wise always thinks carefully before making a decision. At the end of the complaint handling process, you claim that it is up to your manager to decide to give yourself more time to consider rejecting or redrafting a resolution plan.

Speak with facts

Always be fact-based. Speaking with facts, customers can't overstate things and keep your principles. Before the complaint is handled, what are your goals? You must adhere to the company's principle, and even if you have to make concessions, repeatedly emphasize the principle, and this principle is supported by data and analysis. The customer service representative should always maintain a professional style, so that the opponent can deepen the impression that "you are right, because you are very expert in this area".