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    Customer Service Representative

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    Jasper Cahulugan
    A customer service representative interacts with and assists customers. Their main duties include handling customer issues, providing information about products and services, processing orders and payments, and addressing returns or complaints. Good customer service is important for building customer loyalty, generating positive word-of-mouth, and increasing profits. Key skills for the role include strong communication, problem solving, and listening abilities. Customer service representatives also need to be able to manage stress and handle angry customers in a calm and productive manner.

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    © All Rights Reserved
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    Customer Service Representative

    Uploaded by

    Jasper Cahulugan
    27 views28 pages
    A customer service representative interacts with and assists customers. Their main duties include handling customer issues, providing information about products and services, processing orders and payments, and addressing returns or complaints. Good customer service is important for building customer loyalty, generating positive word-of-mouth, and increasing profits. Key skills for the role include strong communication, problem solving, and listening abilities. Customer service representatives also need to be able to manage stress and handle angry customers in a calm and productive manner.

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    RamosLeaPatricia.CustomerRelation-Copy.pptx

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    A customer service representative interacts with and assists customers. Their main duties include handling customer issues, providing information about products and services, processing orders and payments, and addressing returns or complaints. Good customer service is important for building customer loyalty, generating positive word-of-mouth, and increasing profits. Key skills for the role include strong communication, problem solving, and listening abilities. Customer service representatives also need to be able to manage stress and handle angry customers in a calm and productive manner.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    27 views28 pages

    Customer Service Representative

    Uploaded by

    Jasper Cahulugan
    A customer service representative interacts with and assists customers. Their main duties include handling customer issues, providing information about products and services, processing orders and payments, and addressing returns or complaints. Good customer service is important for building customer loyalty, generating positive word-of-mouth, and increasing profits. Key skills for the role include strong communication, problem solving, and listening abilities. Customer service representatives also need to be able to manage stress and handle angry customers in a calm and productive manner.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 28

    Customer Service

    Representative
    Customer Service Representative

    Interact with customers in behalf of


    organization.
    They work in contact centers, insurance
    agencies, bank or other places contact with
    customers.
    ROLES AND DUTIES OF
    CUSTOMER SERVICE
    REPRESENTATIVE
    1. Handling Problems
    2. Assisting in Sales
     Listen and respond to customer’s need and concern.
    Provide information about product and services.
    Take orders determine charges and oversee billing
    payments.
    Handle returns or complaints.
    Review or make changes to customer account.
    ADVANTAGES OF
    CUSTOMER SERVICE
    REPRESENTATIVE
    ■ Loyalty of the customers
    ■ Generates references
    ■ Starting business
    ■ Work with management team
    ■ Impacts the company’s bottom line by
    problem solving.
    MAIN ADVANTAGES OF
    GIVING GOOD
    CUSTOMER SERVICE
     It returns the customer
     Gets you more references
     Creates word of mouth
     Increases profitability
     Gives employees confidence
     Create holistic marketing scenario
     Competitive advantage
    Centricity
    ■Customer focused leadership
    ■Understanding your customer
    ■Design the experience
    ■Empower the frontline
    ■Metrics that matter
    ■Feedback drives continuous improvement
    REQUIRED SKILLS FOR
    CUSTOMER SERVICE
    REPRESENTATIVE:
    ■ Ability to establish rapport with customers
    ■ Problem solving skill
    ■ Strong listening skill
    ■ Strong commercial awareness
    ■ Team working
    MERCHANDISING KNOWLEDGE
    Is sometimes called as manufacturing sales representative are tasked with selling
    product to retail stores directly from the wholesalers they work for.
    They must possess strong customer service skill and be able to identify the
    products needs of the retail stores they supply based on the stores locations and
    demographics.
    They also must be able to project and track sales of their products in order to
    replenish stock when it becomes low, and to provide product placement
    direction to the retail sales associates they work with.
    STRESS MANAGEMENT
    TIPS FOR CUSTOMER
    SERVICE REPRESENTATIVE
     think beaches, palm trees and blue
    1. Take a water. Even the idea of such a
    relaxing vacation vacation can make some of your
    stress melt away.
     Sometimes dealing with stress entails
    tackling the problem head on. When
    2. Put yourself in customer gets especially angry, don’t
    another’s shoes take offense. instead, put yourself in that
    person's shoe.
     Thinking positive can be a key to
    dispelling a stress, but it’s certainly not
    3. Keep a easy. One way to jump-start a more
    positivity diary positive mindset is to write down all the
    positives that happened.
     Every customer service representative
    should have a breathing method to employ
    4. Learn to when tensions get high. It’s essential not to
    engage with angry customers who are
    Breathe looking to pick a fight, and it's also vital to
    stay focused so you can resolve issue.
     Grab a friend or cubicle and talk through
    your struggles. Sometimes venting a little
    5. Talk it Out yourself lets the heat out and enables you
    to handle big challenges.
     Taking just few minutes out of your lunch
    6. Walk during break for a brisk wall will not only make
    you healthier but will also help to
    Lunch dissipate some of that stress.
     When customer gets really enraged, there
    7. Handle are proper ways to handle it. You can’t let
    yourself be a sponge for customer
    Customer Anger
    frustrations because that will make you
    Properly angry and everything will get worse.
    CUSTOMER COMPLAINT
    PROCESS
    Stay calm

    Listen well

    Acknowledge the Problem

    Get the Facts

    Offer a solution
    RESPONDING TO ANGRY CUSTOMER
    a) Remain calm- when a customer starts yelling or being rude, there is nothing to be
    gained by responding in a similar manner.
    b) Do not take it personally- the customer is not angry with you, they are displeased
    with the performance of your product or the quality of the service you provide.
    c) Use your best listening skills- customer need someone to listen and, for better or
    for worse, you are that person.
    d) Actively sympathize- respect and understanding go a long way toward smoothing
    things over.
    e) Apologize gracefully- whether the customer’s complaint is legitimate or not is
    really irrelevant. A simple, straightforward statement is often all that’s needed.
    f) Find a solution- once you understand why the customer is unhappy, it is time to a
    offer a solution.
    g) Take a few minutes on your own- after the situation has been resolved and the
    customer is on her way, it’s helpful for you to take your own “time-out”.
    5 WAYS TO UNDERSTAND
    CUSTOMER BEHAVIOR ONLINE

    1. Speak to you customers


    2. Measure interaction
    3. Create alternative behavior pathways
    4. Use split testing
    5. Analyze data
    HOW TO HANDLE
    ANGRY CUSTOMER?
    Be Professional- stay professional no matter irate the customer
    gets. Calm minds can solve problems.
    Be Patient- do your best to help them articulate their problem
    and what solution they would see as a resolution.
    You can’t please Everybody- there are ways which you can
    make them feel validated and respected. Try rephrasing what they say
    to show you understand it.
    4 TYPES OF PERSONALITIES

    1) Thinkers- considered as analytical types. They are highly


    organized and conservative.
    2) Drivers- called as masterminds. They are fast-paced.
    3) Expressive- also known as Olympians. They are the
    dreamers.
    4) Feelers- well-known as the Diplomats. They are amiable.
    2 WAYS TO IDENTIFY YOUR
    CUSTOMERS PERSONALITY

    1. ONLINE PERSONALITY TEST- you can do this


    in a form of a quiz. This can help you customize the right
    response in an email that promotes your product or service.

    2. TESTIMONIALS- are appearing for readers. Give your


    audience a snippet of 4 different testimonials. Link each snippet
    to the full testimonial on a page that caters content to one of the
    four personality types.

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