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4 Essential Qualities of a Great Customer Service Representative

There’s no shortage of “bad customer service” stories, and this is because many people who work as CSRs simply don’t have the necessary skills to create a positive client experience. Being that customer service professionals are the face of your company, it’s vital to choose the right people to fill your customer service agent positions. Look for people with the below essential qualities of a great customer service rep.

Interpersonal Skills

The best customer service agents have interpersonal skills. They are personable, able to deal with conflict, and have strong communication skills. Not only that, but they go the extra mile to ensure customer satisfaction and leave a positive impression. During the interview process, ask questions to gauge prospective candidates’ interpersonal skills.

A Positive Attitude

Customer service professionals must have a positive attitude and an easy-going demeanor. The ideal candidate should maintain a cool disposition and a clear head even when dealing with an angry customer. Therefore, it would be advantageous to ask prospective candidates about negative job situations – this will help you determine whether they have the right attitude for the job.

Customer Service Experience

There is no substitute for experience when it comes to customer service. In many cases, an experienced rep will be more capable than a less experienced rep. If you run a call center, look for candidates that have worked in call centers. Fill sales customer service positions with people who have sales experience. This is not to say that a new rep won’t be successful, but experience is always helpful.

We encourage you to keep the above tips in mind throughout the hiring process to ensure that you find the best CSRs for your business.