Authored by Connie Corder in Careers and Employment
Published on 12-04-2008
Any company catering to a large customer base will always need a customer service department to handle any and all support-related customer issues. Company executives and administrators should concentrate on managing the promotion and merchandising of their products. Let them handle the after-sales customer support and they can lose sight or be diverted from their primary goal – to sell the product and make money for the company. This is where a customer service agent is most needed.
A customer service agent is needed to take the load of handling customer problems and inquiries away from the people responsible on selling their products. It is like delegating or outsourcing additional work to the proper department.
Customer service agents are hired by a company to attend to their customers’ problems and inquiries about their product. Putting up a customer support department expresses the company’s sincerity and dedication to help their clients even after the sale has been made. This is called after-sales support. It is a business strategy to win the customer’s trust and confidence.
A customer service agent is required to perform the following responsibilities:
- Find a fast solution to a customer’s problems and questions through phone.
- Assist in billing and purchase inquiries.
- Handle refund issues effectively. If no refunds are allowed, suggest a suitable replacement for the product in question.
- Inform customer of current and upcoming product launches, sales and promos.
If you want a career as a customer service agent, probably the most important trait you should have is the ability to handle people with the sincere intention to help. A good amount of people skill is required for you to be an effective and credible customer service agent. You should be able to empathize with customers regardless of their race, age, sex, or educational background.
Being slow to anger and patience are two traits that should be cultivated by a customer service agent. Patience is especially needed for customers who are demanding and takes up a lot of time and effort. If an irate customer calls in and starts to get abusive and unreasonable, having a cool head can diffuse an otherwise potentially volatile situation. Speaking in a polite yet firm tone can make an angry customer come back to his senses and realize how much of a nuisance he made of himself.
As a customer service agent, you will be exposed to a lot of customer callers with different problems and questions. Their demeanors will range from timid to sarcastic to downright irate and unreasonable. Stay level-headed and courteous at all times to avert any further outburst. Being able to handle these situations without flying off the handle is a virtue and not every one is gifted with it.
There is a big global demand for good customer service agents. There are only a few requirements to qualify. An excellent communication skill, a great knack in handling people and the sincere willingness to help them with their problems are all you need to make a career in the customer service industry.
There is a big possibility to move up in this growing industry. If you think you have what it takes to be a customer service agent, then you are most welcome to come aboard.