Sales Advice for Customer Service Representatives

As a customer service representative, you’ve likely undergone quite a bit of training. This training could include how to transfer calls, the best practices for dealing with any problems that arise, and more. But there are some traits of a representative that you can’t be taught—you have to focus on developing them yourself.

Here are some traits that will help you succeed in your work as a representative:

Patience. Don’t rush your customers. Instead, listen to them carefully and let them go at their own pace. This will allow you to avoid getting frustrated with customers and allow them to avoid getting frustrated with you trying to rush them. In the end, this will lead to better sales.

Enthusiasm. Frankly, this trait is quite contagious. If you give off a happy and positive tone over the phone, your customers will definitely pick up on this, and it will rub off on them. This demeanor will reassure them that not only will you be able to help them, but you’ll enjoy doing it.

Commitment. Don’t take any shortcuts—do whatever it takes (within limits, of course) to send the customer away happy. If you need to offer special discounts or free items, so be it. If you need to transfer them to someone who knows the answer better than you would, that’s fine. The ultimate goal is to get the customer what they want, and this takes commitment.

Concentration. It’s hard to help customers have a great service experience if you aren’t giving them your full attention. Concentrate on what they’re saying rather than thinking about what you’ll say next. This will help the problem solving process go much quicker and smoother!

Integrity. If you’re honest with your customers, they’ll be able to tell, just like they’ll be able to tell if your motivations lie somewhere other than helping them get what they need. Remember, your job is customer service. The customer always comes first!

If you manage to master these five traits, you will likely be an outstanding customer service representative. Your customers will be able to tell that they’re speaking to someone who truly cares about their problems and wants to help them find a solution!