SALES & MARKETING - CUSTOMER SERVICE REP 10 9 SALES & MARKETING Customer Service Rep. The day has come where your favourite cookie wasn’t quite up to your standards. Although you could post about it on social media you decide to send an email to the company expressing your concern. After all, you love the brand but don’t want to call them out in public. You head over to the company to look for ways to reach out and find out you call, email or direct message the company directly. No matter which option you choose a customer service representative is on the other end of the line. These professionals work hard to keep their customers happy and making the business aware of how they can keep making high quality cookies. 1. Customer Service Reps Interact with Customers Customer Service Representatives (CSR) interact with customers on behalf of a company. Theyanswer customer questions, resolvecustomer complaints and process orders. Customer service identifies problems and concerns for customers by communicating effectively. They resolve product or service problems by clarifying customers’ complaints and determining the cause of the problem. Using the information provided and company standards, they select and explain the best solution to solve the problem. For example, if the cookie you received was over baked the immediate solution that a CSR might take is to reimburse the customer for their purchase. However, if the complaint involves a food safety issue such as foreign material in the product they will ask the customer to send back the product for further investigation. CSRs work with food safety departments to track and identify the root cause of food quality issues. In some smaller food businesses CSRs are responsible for inputting customer orders and taking payments. This is more common in business-to-business (B2B) transactions where a business is buying product from another. If a customer needs help placing an order or wants to change an order, a CSR walks them through the proper steps. In addition, they are responsible for promptly informing customers of shortages on their orders. This includes communicating with various departments to find out the status of shipments. 2. Customer Service Reps Build Customer Relationships Customer service representatives build and foster customer relationships by showing customers that they genuinely care about them. If during a (B2B) transaction they know that the shipment is going to be late, they communicate this ahead of time and show appreciation to the customer. Customer service communicates with customers regularly and uses communication to assess, monitor and develop the relationship. 3. Customer Service Reps Don’t Need Postsecondary Degrees Customer service representatives have a variety of educational backgrounds, as this is a profession in which there is no standard degree. Typically, these professionals have at least a high school diploma because they receive on-theCustomer Service Rep. Ensuring that customers are happy with every purchase Why is customer service so important? Customer service covers all the direct one-on-one interactions a customer has with a company while making a purpose. Many companies see this direct interaction as important because it is critical to business success. Good customer service can encourage long term brand loyalty or instantly break it. The key to good customer service is ease for the customer, timely attention and adequate follow-up. Photo by Drazen Zigic/iStock/GettyImagesPlus
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