What Makes a Good CSR?

 

Business owners know that excellent customer service is an essential component of having a successful operation. So, knowing that good customer service means meeting the needs of your clients in a prompt and professional manner, what is it that makes a good customer service representative (CSR)?

At TeleDirect Call Centers, we have made a name for ourselves by offering excellent customer service for more than two decades. Simply put, our CSRs are not your ordinary call center employees. We pride ourselves on training our CSR professionals to respond to customer needs effectively and professionally. 

First and foremost, a good CSR understands the importance of listening. CSRs are the first line of contact for your company and they are responsible for ensuring that customer needs are heard and met. In order to meet these needs, they must be experts in the nature of your business, as well as the effects your products and services have on the consumer. Listening goes beyond the act of hearing words: by detecting inflection and tone, CSRs can determine the customer’s overall mood, allowing them to handle situations using the appropriate methods and techniques with professionalism.

In addition to exceptional listening skills, good CSRs are genuine and sympathetic. It is simply not enough to hear customer concerns, but to understand them. If someone calls with a question, a good CSR listens carefully and offers a number of solutions suited for the situation. Under no circumstance will a good CSR attempt to rush a customer, but instead will serve them with care and detailed attention.

Above all, good CSRs are professional and courteous at all times. Being treated with understanding and respect makes customers feel appreciated, making them more likely to return to your organization.

When it comes down to it, CSRs are the shepherds of your valuable customer flock. They engage and inform simultaneously, providing customers with the ins and outs of your products and services. By listening and responding to customers with sympathy, sincerity and professionalism, good CSRs can help your organization develop meaningful relationships that last for years. 

Contact us, TeleDirect Call Centers, today to learn how our professional team of CSRs can bring your level of customer engagement to a whole new level. Visit us online at www.teledirect.com today!