The Anatomy of a Customer Service Rep

Mastermind

MastermindGreat reps exhaust all their resources to solve a problem, but they’re mindful of others’ time.

Foresight

ForesightFollow-up questions from customers are anticipated in advance. Great reps think about ways to avoid similar issues in the future.

Open Ears

Open EarsCustomers will tell you what’s wrong. Account managers know about prior issues. Listen for cues.

Thoughtful Tone

Thoughtful ToneEmails and help articles are as concise as possible, but thorough. Every customer interaction is friendly and cooperative.

Funny Bone

Funny BoneHumor puts customers at ease. People remember the names of reps that let their personality come through.

Kind Heart

Kind HeartEmpathy is critical. Contacting support is the last thing a customer will try before giving up.

Helping Hand

Helping HandCustomer service is a team sport. Great reps improve the knowledge base and train newcomers.

Iron Stomach

Iron StomachConfidence is key when offering recommendations and instructions to customers. It instills trust.

Fast Feet

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.

Thick Skin

Thick SkinCustomers may say things in the heat of frustration. Great reps take it in stride.

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