How to Provide Great Customer Service over the Phone and Get Rated Well as a Customer Service Agent

Customer care is one of the most important things to a company because without a good staff, customers definitely will not return to a company time after time. This staff is usually the first person that a potential customer will speak with and will be that person's first impression of the company as well, which makes it vital to have highly qualified people in these roles. Because of this, you can definitely make yourself more likely to get one of these customer care jobs if you are able to do a few different things to help your cause.

The first thing that you must do is have a smile on your face at all times because this will definitely put the customer in a better mood. A positive outlook is definitely contagious and if the customer is happy, he or she will have a better experience with you. Even if your customer service is taking place over the phone, the customer will be able to hear that you are smiling as you speak, which will turn this into a much more positive interaction.

The second thing that you must remember is that staying calm is extremely vital to the customer getting what he or she wants. Just because the customer is yelling at you does not mean that you have done anything wrong. It simply means that the customer has an issue and does not know how to resolve it in any other manner. Even if the customer is using abusive language, simply stay calm and try to resolve the problem as best you can. In some situations, a customer care agent will have to become assertive in order to get the customer's attention, but he or she should never get personal and should always be calm and helpful. While you are speaking with the customer, also make sure that you make them aware of any policy changes that might have occurred since their last visit. Many people are simply not aware of these changes and the call can be resolved right away without you having to do much at all.



Staying knowledgeable is a major key to your success because you will not want to be caught off guard by any changes in policy that might arise. You cannot simply put the customer on hold every time he or she has a question, so you must know what you are talking about before you get to work each day. Also, take the time to correct any mistakes that you might make and let the customer know that you are aware that the company is at fault. This will put their fears at rest, as they will be reassured that the company is not trying to rip them off, but simply made a small error. These customer care jobs might not be glamorous, but you can work hard to become a great one and the customers will definitely appreciate their interactions with you and the company will benefit as a result.