SALES & MARKETING - CUSTOMER SERVICE REP CUSTOMER SERVICE REP - SALES & MARKETING 11 12 identifies vital pieces of information necessary to help a customer and knows what questions to ask to probe for an answer. 7. Customer Service Reps Have Commercial Awareness Commercial awareness is described as having the ability to understand all aspects of the business world and situations from a commercial perspective. Being able to understand where your organization sits in the bigger picture affects how you make decisions. CSRs demonstrate their commercial awareness by knowing issues that their industry faces and information surrounding competitors. 8. Customer Service Reps Resolve Conflicts, Multitask, and Listen Being a Customer Sales Representative requires a wide range of skills. However, there are a few which are more essential than others. These skills include: • Listening–Active listening is the foundation of effective communication. For CSRs to solve problems, they engage with customers and make them feel special. Active listening fosters an understanding and empathy for the customer. • Conflict Resolution – No matter how hard CSRs try, they will come across a time when a customer is angry and refuses to listen. CSRs have the ability to analyze situations and come up with the best solution to diffuse the conflict and turn it around to satisfy the customer. • Multitasking – When a CSR responds to a phone call, they are also responsible for recording the incoming information that a customer provides. During a call, they look into databases, write down information and sometimes talk with other coworkers. CSRs need to be comfortablemultitasking because it is an integral skill for this profession. job training to learn the specific skills needed for the job. However, depending on the size and scope of the company a degree/diploma in business, marketing, administration or operations management may be required or beneficial. If students are looking to achieve a higher role such as a director of customer service, they should obtain a university degree or equivalent. 4. Customer Service Reps Perform Administrative Tasks After each call, a CSR is responsible for updating their customer service database. A database with inputted information allows a company to identify any present trends. Typically these interactions come in the form of complaints. This however can be a rich source of information as it can help operations discover problem that were observed during production. For example, if they notice that multiple people are complaining about over baked cookie this will start an investigation. This investigation could bring to light that the one of the grills in the oven is over-baking the cookies. Eventually, this would lead to maintenance fixing the oven. 5. Customer Service Reps Have Composure One of the most impressive skills that any CSR has is the ability to maintain their composure during stressful times. An effective customer service representative is can maintain a positive, empathetic and professional attitude towards customers. This can be a difficult task when customers are being difficult, but if the CSR stays calm during the interaction, they are better equipped to satisfy a long-time customer than a representative that can’t maintain their composure. 6. Customer Service Reps Deal with Ambiguity Customers may not always give the full picture when it comes to a problem. They may provide half or even false information needed to solve a problem. Customers do this for a variety of reasons. The former is simply to looking to get a refund or cause distrust of a brand. While the later is caused by a customer genuinely not keeping track of all the information necessary because they are busy and unorganized. A CSR Ontario Jobs | CareersNOW! Mentorship Series - Sales and Marketing https://www.youtube.com/watch?v=9T04zTT0h74 Tune in for an in-depth mentorship session on an in depth view of how a marketing and sales job looks in the food and beverage industry. As well, tips and tricks on how to land your dream career in marketing and sales. This session features two food and beverage industry experts who are active players in the community and offers everything you need to jump start your dream career. If you get a job at McDonalds, in a restaurant or any other food service establishment it will equip you well in customer service. Here are some blog posts to convince you! • Internships: Wake Up & Smell The Coffee! • No Relevant Experience? No Problem • Where to Get the Best Work Experience While in School Niagara College Canada is an Education Partner of ours, check them out on FoodGrads! Click their logo below! Available Programs: Business – Sales and Marketing, Business Administration, Business, Beverage Business Management, Business Administration – Human Resources, Business Administration – Accounting Niagara College Canada 12 skills that all Customer Service Reps need to be successful: • Assertiveness • A sense of humor • Clear communication • Conflict resolution • Depersonalization • Empathy • Listening skills • Patience • Positive attitude • Product knowledge • Self-control • Taking responsibility Photo by Mykyta Dolmatov/iStock/GettyImagesPlus PhotobyDragonImages/iStock/GettyImagesPlus Hi! I’m Quinton, the FoodGrads Bot! For any questions please come visit me at FoodGrads.com!
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