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As a service representative, you not only have to solve problems, you have to do it quickly. Customers want to know that you are actively trying to solve their problems. However, not all obstacles can always be solved quickly. To avoid adding to customer frustration, it’s important to set timeline expectations. If the problem takes days instead of minutes, communicate with the customer. If possible, give them a workaround option until you can completely resolve it. This way you buy yourself some time while allowing them to get on with their business without interruption. Either way, set timeline expectations from the beginning so everyone is on the same page and continue to update the client on progress.

Product and Industry Knowledge Deep product and industry knowledge can be one of the most Phone Number List valuable skills a customer service or customer success manager needs to master. Gaining and continually expanding your knowledge of the products you serve gives you the confidence to conduct customer interactions with ease and accuracy. A strong personal knowledge base also translates into greater professionalism, enthusiasm, and efficiency. It can serve as a competitive advantage and send a signal to customers that you are taking their business seriously. Active Listening Before you can help, you need to listen. As a listener, your job is to gather all the information you need about your client's situation to properly uncover and propose a solution. But active listeners pay close attention not only to what is said, but also to what is not said.



Often, being aware of these two points will help you piece together a response that is both sensible and to the point. If you really want to show that you're listening to them, restate their question in their own words. This exercise forces you to stay engaged and helps let your customers know that you are truly committed to listening to them. Be Honest It sounds cliche, but honesty is the best policy when interacting with customers. While we don't want to disappoint our customers, we also don't want to mislead them. If there are issues or delays with service, it's best to just communicate and apologize for the inconvenience.