CSM Magazine

JULY 17, 2017

But what separates a good customer service representative from a highly successful one? You can always do something to help, even if that something is just passing the customer over to a more suitable team member to help them with their problem. He’s really onto something. Practice Patience. About the Author.

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Customer Service Representative Customer Service Customers Social Media 77

Talkdesk

MARCH 30, 2017

Every company has a team of customer service representatives who come to work every day and field customer calls. Their primary role is to speak with customers, giving them valuable insights into how your products are being used. The first step to improving agent morale is simple: listen. Give them the best tools.

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Talkdesk

JULY 7, 2016

When it comes down to it, a company’s customer service rests on the shoulders of their customer service representatives. They serve as the representatives of the brand , often the only direct point of contact many customers will have with your company. It’s complicated. Click to Tweet.

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Customer Service Representative Customer Service Customers Call Center 40

LiveChat

DECEMBER 14, 2016

Being a customer service representative is a huge responsibility. When working in customer service, you are the face of a company. Customers who will think about the company will think about how you treated them and whether you helped them before thinking about the company’s marketing message.

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Customer Service Representative Customer Service Customers Definition 57

Provide Support

SEPTEMBER 27, 2017

Providing outstanding customer service naturally starts from finding and hiring the right employees for your customer support team.

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Customer Service Representative Customer Service Customers 2003 57

InMoment XI

AUGUST 8, 2023

By implementing these techniques, you’ll not only provide outstanding customer experiences but also emphasize that their feedback is not just heard, but genuinely valued. #1. How many times have you called a customer service representative and thought, “I am your customer—you should already know all these details about me.”

Net Promoter Score 580

Net Promoter Score Customer Experience Customer Service Representative Feedback 580

Myra Golden

DECEMBER 6, 2016

But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer service representatives are spokespeople and even sales people in addition to problem solvers.

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Customer Service Representative Customer Service Customers Consumers 71

Myra Golden

DECEMBER 6, 2016

But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role. Customer service representatives are spokespeople and even sales people in addition to problem solvers.

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Customer Service Representative Customer Service Customers Consumers 71

Innovative CX

JANUARY 30, 2020

For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C.

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Customer Service Representative Customer Service Customers Average Handle Time 52

Magellan Solutions

JUNE 13, 2017

Looking to beef up your customer service? Hire agents with formidable customer service representatives skills. It’s the only way to ensure customer satisfaction and high service levels. The post 7 Types of Customer Service Representatives You Should Hire Now appeared first on Magellan Solutions.

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Customer Service Representative Customer Service Customers Call Center 46

CSM Magazine

MARCH 15, 2019

Make sure to emphasize that ensuring that the customer is satisfied and happy is always your top priority. Sample answer: In the past, I worked at an auto insurance company as a customer service representative. Once, I got a call from a customer who had a complaint about the auto repair shop that was repairing his car.

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Customer Service Representative Customer Service Customers Insurance 40

Magellan Solutions

MAY 4, 2017

In the bustling call center and BPO industry, it is always the case that the most effective customer service representatives possess the most advanced communication skills. To help you develop into a more effective customer service representative, we have compiled a list of proven ways to improve your communication skills.

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Customer Service Representative Customer Service Communication Customers 42

Service Untitled

FEBRUARY 17, 2011

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. photo credit: BokehMojo.

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Customer Service Representative Customer Service Customers 2008 69

Service Untitled

SEPTEMBER 21, 2011

Jennifer had not spent more than ten minutes on the phone with the bank customer service representative when the agent told Jennifer she would have to ask the remainder of her questions at another time. Companies hire customer service representatives to connect with customers and solve their problems.

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Customer Service Representative Customer Service Customers Banking 48

TechSee

JUNE 29, 2023

Similarly, AI easily scales up and down to meet changing demands, eliminating long wait times and poor CX during mass service events or seasons. AI in customer service will likely start as a solution for quickly and efficiently handling routine inquiries, freeing human customer service representatives to focus on more complex issues.

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Customer Service Customers Customer Service Representative Contact Center 202

CSM Magazine

MARCH 24, 2017

Being awesome at customer service is all about having the needed skills and personal characteristics. These will enable you to enjoy the job and increase the quality of every single interaction that you have with a client. If you want to become a truly great CSR, you’ll have to focus on a few essentials.

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Customer Service Representative Customer Service Customers Interaction 55

Service Untitled

AUGUST 3, 2011

The best customer service representatives focus on people. The best customer service representatives I have ever met are versatile and can read others while adapting to their style and personality so as to find a common ground. The best customer service representatives have set standards and are consistent.

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Customer Service Representative Customer Service Customers Customer Satisfaction 48

Uniphore

NOVEMBER 3, 2017

When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. More often than not, it is the people themselves who make the difference when it comes to an organizations ability to provide great customer service.

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Customer Service Customer Service Representative Customers Contact Center 40

InMoment XI

MAY 4, 2023

Offer unique services on top of products that service the customer’s greater overall need Remove junk / nuisance fees from the equation Understand the emotions of your customers and build responses in kind Inspire Your Teams Invest in a culture that empowers teams to continuously improve and work toward a common purpose.

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Customer Experience Customers Customer Journey Customer Service Representative 295

Service Untitled

JUNE 29, 2011

Front-line customer service representatives impact our everyday lives. Whether we are returning sour milk to the local supermarket or our new car with only 6,000 miles has been in the repair shop more than it has been on the road, representatives who deal with the public are significantly important to each organization.

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Customer Service Representative Customer Service Customers Customer Service Training 42

Myra Golden

AUGUST 16, 2016

Two years ago my dad needed a quadruple bypass and to have 3 heart valves replaced. The surgery came with risks. There was a 10 – 15% risk of death during or shortly after surgery. My family arranged a meeting with my dad’s surgeon where the entire family could ask questions about the surgery.

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Customer Service Representative Customer Service Customers Customer Experience 53

Beyond Philosophy

MAY 13, 2023

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction.

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Customer Service Representative Management Customer Service Strategies Customer Satisfaction 78

SaleMove

OCTOBER 12, 2022

Banks that focus on the employee experience will attract strong customer service representatives, survive and even thrive in the Great Resignation. The post From Great Resignation to Great Employee Experience: Get Digital appeared first on Glia Blog | Digital Customer Service Explained.

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Employee Experience Customer Service Representative Customer Service Banking 77

ShepHyken

SEPTEMBER 22, 2023

With the switch-to-video feature, customers can seamlessly switch to a live video chat with a customer service representative without leaving their preferred channel. This interactive feature provides a more personal touch to customer service and allows for faster issue resolution.

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Customer Service 2023 Customers Customer Care 48

Myra Golden

DECEMBER 19, 2017

I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee. My 17-year old co-worker and good friend, Beverly, said to a customer who wanted to return some worn out clothing, “We’re not taking that junk back!”. the customers said. It was at Kmart.

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Customer Service Representative Customer Service Customers Customer Service Training 45

Advantage Communications

FEBRUARY 2, 2023

Customer service representatives are the front-line workers of any business. They interact with customers, address their inquiries, handle their complaints and play a crucial role in a company’s overall customer experience.

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Call Center Customer Service Representative Customer Service Customer Experience 52

InMoment XI

JUNE 27, 2023

A VoC survey involves gathering both quantitative and qualitative feedback from customers about their various touchpoints with a company. Touchpoints could be anything from an interaction with your website, chatting with your customer service representatives, or actually using your products and services.

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Customers Customer Satisfaction Touchpoint Customer Experience 390

ShepHyken

OCTOBER 5, 2021

Customer service professionals need to know how to easily access information for them to understand the context of the customer’s concerns.”. “The ease of the customer service representative’s job is a great indication of the customer satisfaction levels.

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Customer Service Representative Customer Satisfaction Customer Service 2005 89

BlueOcean

APRIL 14, 2023

Since ChatGPT is a machine learning model and not a human, it can be difficult to replicate the human touch that customers often appreciate when interacting with customer service representatives. This can make customers feel like they’re talking to a machine, which can be a turn-off for some people.

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Customer Service Customer Service Representative Customer Satisfaction Government 156

ShepHyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Creativity, Coordinating and Cognitive Flexibility.

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Customer Service Representative Customer Service Call Center Customer Experience 109

Advantage Communications

NOVEMBER 30, 2022

Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support.

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Contact Center Customer Service Representative Customer Service Customer Experience 52

CSM Magazine

APRIL 19, 2023

By streamlining credit card processing, businesses can improve customer satisfaction while reducing operational costs. Utilize Technology Technology can be used to improve customer service in the credit card industry. As such, they must be well-trained and knowledgeable in order to provide excellent customer service.

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Customer Service Customers Customer Service Representative Customer Satisfaction 52

ShepHyken

MAY 4, 2023

By tracking these metrics and identifying areas for improvement, businesses can take steps to increase customer service productivity and provide a better experience for their customers. A high FCR rate indicates that customer service team members can handle various issues and provide effective solutions.

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Exceptional Customer Service Customer Service Customers Customer Service Representative 62

Advantage Communications

JULY 21, 2021

Your call center relies on the performance of its customer service representatives (CSRs) to provide greater customer service with every interaction, whether it’s on the phone, through email support or on your website’s live chat feature.

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Call Center Customer Service Representative Customer Service Interaction 98

CSM Magazine

JULY 30, 2020

To ensure you get the best possible people for your customer service positions, here are five basic skills your customer service employees cannot be without. Good listeners typically make some of the best customer service employees because they are most likely to understand what a customer needs quickly and accurately.

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Customer Service Customer Service Representative Customers Communication 59

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers.

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Customer Experience 2022 Customers Customer Journey Mapping 372

CSM Magazine

AUGUST 19, 2022

What typically gets missed is a website’s customer service department or function. In such cases, a customer service representative is seldom needed. However, a reliable customer service department is always worth its weight in gold when customers have legitimate issues.

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Customer Service Representative Customers Customer Service Sports 52