5 Key Features of Top Customer Service Reps

When you are implementing a customer service strategy, follow the advice of the experts and include the following 5 features of winning customer service teams:

1. Top reps know how to help customers make the right decisions. They not only answer their questions without reading a script, but they also learn enough about the customer’s situation to recommend a solution that is truly in the customer’s best interest.
2. Top reps know how to accept responsibility for a bad experience on behalf of the company and have the authority to make things right for the customer.
3. Top reps focus on what they can do to fix the problem rather than on what they cannot do.
4. Top reps always do what they say they will do and they follow up to ensure customer satisfaction with the “fix.”
5. Top reps know when and how to transfer a call. Sometimes the problem cannot be solved without checking in with another department. Skilled reps know how to explain the reason for the transfer in a way that the customer readily accepts.