Today it has been shown that customer service is one of the most important aspects of any business as, recently when the quality of customer service dropped in many businesses, so did their clientele. To address this drop in sales, those businesses paid more attention to their customer service and recouped the shortfall. Other businesses have learned from this experience and are now paying close attention to their customer’s needs and requests. Due to this increased need for good customer relations, software companies have created several to assist the customer service agents, making it easier and quicker to successfully deal with the needs or requests of the customers. Some of this software also embodies the ability to deal with a customer service ticketing system and also analysis of incoming calls.
As much of the time of a customer service agent is taken up answering the same questions with the same answers, some of the software will allow for automatic answers to certain questions, freeing the agent to be able to handle the more taxing and unusual enquiries. Obviously the quicker and more efficiently the customer’s concerns are addresses, the happier the customer is and the less time and expense is spent on customer service.
Although many people may think that a customer service agent only has to have the ability to answer the phone or e-mails, they are very much mistaken as, a good customer service agent needs to have several qualities in order to provide the best service and among these qualities is patience, having to deal the same questions time and time again and yet still sound courteous and alert, presenting a professional response from the company. The best customer service agents will be able to learn whilst on the job, building on the experience that they receive each and every day. The customer service agent has to be attentive, listening to and fully understanding the customer’s concerns in order to respond correctly in a professional and correct manner. All customer service agents need to have a full understanding of the products or services which their company provides in order to be able to respond to enquiries in a positive and knowledgeable way. As many of the customers calling in will be a distraught manner, a good customer service agent will have the ability to quietly calm the customer’s agitation and thereby ascertain what the cause of their distress really is, enabling them to deal with it in the most speedy manner.
Whilst possessing all of the skills above, the best customer service representatives will also be able to be firm enough whilst still being courteous, to end a call when necessary, once the problem has been resolved as many customers may want to prolong the discussion to know particular advantage to either the customer or the company. In a busy customer service department, in order to be efficient and save on time and money, enquiries have to be answered cordially but quickly and so that is where the proper software can assist.