What Role Does the Representative Play in Providing a Positive Customer Service Experience?

What Role Does the Representative Play in Providing a Positive Customer Service Experience?


What Role Does the Representative Play in Providing a Positive Customer Service Experience?

Role of a company representativeCustomer service is utterly important for any big, developing or successful organization. It gets in touch with the customers who have some inquiries, troubles, questions related to such significant issues like the quality of services, the progress of orders/deals, the settlement of terms, the methods of work and something of the kind.
82% of customers every year pass a company owing to improper customer support experience and stick to other services.

To gain a positive customer service experience, each big partnership will need a competent representative. It is necessary to set goals for customer service representatives. They will need to communicate with the customers, understand their needs, and solve their issues. They may play a defining part in the relationships between the customers and the company.

So, what role does the representative play in providing a positive customer service experience?

  • Connect with the customers using different channels (learn more about the difference between channel, multi- and omnichannel customer support) to provide them with the information concerning products and services. During such communication, a representative may receive or cancel orders as well as obtain some complaints concerning the offered services/products or the quality of work. 
  • Record the details of all interactions and transactions between the company and the customers (including inquiries, complaints, and wishes).
  • Resolve different issues between the two sides if a representative is authorized to perform such actions.
  • Verify the necessary changes and confirm that all wishes of the clients were met.
  • Get in touch with the clients to provide them with the information concerning the progress of their orders or answer any questions associated with the company’s duties.
  • Identify and direct the unresolved customer’s problems to the departments that should fix the problems.
  • Define charges for the offered services, gather payments and arrange billing.
  • Accomplish contract applications.
  • Verify the relevant information to assess the validity of complaints and define all probable factors that could make the utility bills more expensive.
  • Evaluate the insurance terms to make sure that the insurance would cover any loss.
  • Deal with the claim adjustments of the dealers concerning any defects of services/products to prove or disapprove such claims.
  • Testify products to define the reasons of their defects.
  • Advise various improvements of the products and services as well as billing methods to avoid/prevent the troubles in future.

Three Most Important Characteristics of Customer Service Representative

In brief, the customer service representative is supposed to interact with the company’s customers actively. This is required to provide the customers with the needed information concerning services and products, find effective solutions to different problems and complaints, etc.

A customer service representative will have to deal with a great variety of problems, assist in sales, fulfill some clerical tasks and some other specific duties (everything depends on the specification of the company and industry). Consequently, the success of any company that sells its services/products will strongly depend on the efficacy and personal qualities of its representatives.

Therefore, three most important qualities of a good customer service representative are:

  • Advanced communication and time management skills.
  • Good expertise in the products/services.
  • Ability to “read” the thoughts and desires of the customers.

Positive customer experience and role of the company representative in itYour representative should obligatory possess all of the qualities listed above so that you could be sure that your customers will be satisfied.

Adaptability and Flexibility

As nowadays, customers have the highest standards for services ever, support agents need to ensure the best customer experience possible, replying to requests with minimum time response, quickly adapting to business changes, operating multiple communication channels with the same efficiency, and so on. 

A readiness to go the extra mile is vital in providing the top-level services. At the same time, customer support should be flexible enough to play by ear. Support agents that show adaptability and flexibility can:

  • Multitask effectively;
  • Be proactive with new tasks;
  • Eager to learn new technologies and approaches;
  • Be comfortable with a challenging load and requests.

7 Must-Have Qualities of a Stellar Customer Service Rep

Exceptional problem-solving skills.

It a must-have skill a support agent needs to provide high-end support services. Basically, every part of customer support duties involves problem-solving. The main job of customer support is keeping customers happy and pleased with the company’s goods and services. Even if a user experiences some issue with the product or needs assistance with complex settings, customer support should process the request problem-free.

1. Great communication skills.

A customer support representative won’t be able to handle the customer’s requests successfully if they can’t communicate their explanations and recommendations clearly. Effective communication means being able to understand the customer’s pain moments and provide concise and helpful responses to solve their concerns as soon as possible.

Besides ensuring great communication with customers, professional support agents should be able to maintain the same high level of communication within the customer support team. Thus, each support team member should comply with the same instructions, follow the same protocols, and manage customer data and requests with the same workflow and attentiveness.

2. Friendly attitude.

No customer wants to be treated as a one-more-request number who-knows. Most users prefer human agents over chatbots when they need assistance with the service. That’s why for a customer support representative, it’s crucial not to fall under the routine and show a friendly attitude, even if the customer asks the most common question. This will allow customer support to provide great customer service that clients expect from the business.

3. Empathy.

A good support agent should be able to put themselves in the customers’ shoes and understand their concerns, frustration, and worries. Empathy allows finding the solution that covers the needs of a particular customer perfectly. In some cases, users may complain just to see that the company cares about its customers, and when receiving a friendly and empathetic response, they will quickly calm down and may even become advocates of the brand.

4. Business sense.

Although customer support and sales are different workforces, for a stellar support agent, it’s vital to have business acumen, as well. This will allow cross-selling and upselling services seamlessly, meeting the customer needs, and even unspoken wants.

Customer support solution plays a business role, too, and represents the business interests of the problem. Thus, while assisting customers, support agents need to think about the needs of users and the brand and settle on the compromise between the two.

5. Hands-on knowledge of the company’s goods or services.

A great support agent has an in-depth knowledge of the products and services provided by the company and how business processes within the company work. For customers, nothing is more frustrating than speaking to a customer support rep that has an arguably better understanding of the company’s goods.

To understand the customer’s problem, a support agent should be well-versed with the brand’s products, inner workings, and technical aspects.

6. Exceptional time management skills.

Usually, customer support deals with multiple customer requests simultaneously. To ensure great customer satisfaction, a support agent should have top-level organizational and time management skills.

At the same time, the customer support representative should ensure a personalized approach and friendly attitude that require even more effort into each conversation. Thus, only with exceptional time management ability, a support agent can deal with a load of requests without sacrificing the quality of provided customer support assistance to each user.

Why Is Having a Positive Attitude so Important When Speaking with Your Customer?

Creating a positive attitude will make your customers deal with you more eagerly because they will be happy to understand how important they are for you. Therefore, you should train the needed skills in your workers to make your customers satisfied, which will benefit your business.

If you are looking for a proper support team, you can use our assistance. We will not only provide you with a single skill for customer service representative but also offer a great variety of options which will bring you a lot of benefits. We can recommend you the most efficient and dependable methods that will help you build strong and friendly relationships with your customers. We know how to resolve any problems associated with your services or products and guarantee your success.

Just let us know what the problem is, and we guarantee that it will be resolved within the shortest terms.
We are always here to assist you most appropriately!
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What Role Does the Representative Play in Providing a Positive Customer Service Experience?


Maya Momotok

Reviewed by Maya Momotok
CEO and cofounder of Wow24-7

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