In the business world, of course customer service plays an important role in the running of a business or work activity. This is of course because of the role of customer service as a company representative to provide information, services and also help to resolve problems or obstacles faced by customers. Customer service can also be called a liaison between the company and customers.

 

Understanding Customer Service

 

Customer service is the help and advice provided by a company via telephone, online chat, mail, and email to those who purchase or use its products or services. Every industry requires a different level of customer service, but ultimately, the idea of ​​service done well is to increase revenue. To become a reliable Customer Service person, there are various skills that a Customer Service person must have. Starting from good communication skills, being able to solve problems quickly and efficiently, having good resilience, and so on. So, to help you find out more about what skills Customer Service must have. The following is the list:

 

Empathy

 

Empathy is the ability to understand the feelings and appreciate the perspectives of others. Having the ability to empathize with consumers is an important thing that Customer Service must have. The reason is, Customer Service must be able to read and understand the attitudes that consumers show when they have something they need when purchasing a company product or service. By having empathy, Customer Service can show good service to consumers.

 

Problem Solving 

 

The ability to solve problems is important for Customer service. It is inevitable that every customer will have their own problems or obstacles. So here the problem solving skills of a customer service person are very necessary so that customers feel that the company provides good service to their customers.

 

Active Listening

 

Active-listening refers to a person's ability to focus on listening, paying attention, understanding and responding to the person they are talking to. For a Customer Service person, listening, understanding, and responding to all consumer questions and complaints is a daily job.

 

Adapt

 

Many companies currently use various channels to connect consumers with company contacts. Starting from social media, email, live chat, and others. With the variety of channels currently used, of course a Customer Service person must be able to adapt and be able to provide services on various channels owned by the company.

 

Intuitive

 

Quickly understanding consumer needs is one of the factors that determines the effectiveness of Customer Service work in serving consumers. When consumers provide questions, criticism or complaints, Customer Service is required to immediately understand consumer needs so that consumers do not need to repeat what they have said.

 

Analyze

 

Even though it is often considered trivial, a Customer service must also be able to analyze, understand and comprehend the needs of their customers. Good analysis can speed up the resolution of customer problems, so customers will also get satisfaction because their needs or problems can be resolved quickly.

 

Persuasive Skills

 

Persuasiveness is the ability to provide effective arguments and influence the person you are talking to. Persuasive skills for a Customer Service person are needed when providing solutions and suggestions to consumers who experience problems during the purchase of products or services.

 

Resilience

 

When receiving consumer criticism, Customer Service not only needs to ensure that they respond to the criticism patiently and remain positive. However, Customer Service must also maintain self-resilience and not be easily pressured by harsh criticism conveyed by consumers. Especially if the consumer actually gives harsh criticism not only to the company, but also to Customer Service itself personally.

 

Product And Service Knowledge

 

Having a good understanding of the products offered is a skill that customer service must have. Of course, this can help Customer service in providing complete information regarding the products offered. Good product understanding among customers can increase interest in buying or using the products or services offered.

 

Time Management Skill

 

As explained above, a Customer service needs to help customers solve their problems. Of course, the customers a Customer service faces are not small, so here a Customer service must have good time management so they can serve all their customers well without any exceptions.

 

Conclusion

 

Customer service is an important role in a company, so HRD needs to recruit a customer service person who has the skills above. Recruiting competent employees can certainly help the company grow further. Of course, quality employees are also influenced by HRD in managing employees. 

So that employee management can be more effective and easier, HRD can use  Ipresens which has many advanced features. Starting from employee attendance reports, overtime reports, sales visits, cash receipts reports, permit/leave reports and also automatic employee payroll calculations can be found using  Ipresens. With all these conveniences, it can certainly help HRD to do other work. So what are you waiting for? Register your company now only at  Ipresens.