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Tiered Service System is based on the idea that customer service in the company should consist of two or even three levels (levels) of customer support. The first basic level of support implies that the customer is either supplied online or directly through the support representative about the product over the product, which usually has a wide knowledge of the product, but knows about certain details. The second level includes a professional help of a supervisor or expert in a specific area.
Whether a tiered service system, which is to be used in particular the business depends on the nature of the latter. There is no need for this system if you work in the small retail store, but if you have a software company that offers services for a large amount of customers, the setup of the Tiered service system will eventually become a necessity. So if I owned my own business, I would consider two main factors before I decide if a tiered service system is created or not. The first factor is the geographic scale and the amount of potential customers. In this case, the bigger is your company, the more customers you have, the greater the need to create a complex, aware of the service system that customers provide effective and comprehensive support for customers.
The second factor is the type of product or service you offer to your customers. The need for the desired service system depends directly on the complexity of your product or service. If your company contains the production and sale of high technology devices, a well-organized, multilevel service system must become a key and integral part of your company.
Each customer service representative must have the opportunity to communicate with a customer with a customer either personally with a telephone or e-mail. Good communication capabilities also imply the ability to hear attentively and understand the customer's concerns and effectively articulate the potential solution to the problem. It means that the customer representative, if you talk to a customer, have to speak loud and clear enough. During the conversation, it is important to use a positive and actual tone. When communicating by e-mail or a write address, it is essential to use proper notation and grammar.
The ability to understand the emotional state of the customer is one of the skills that each customer representative must have. While previously mentioned that communication skills can understood the needs of the customer and the solution of the problem can articulate, the ability to introduce and understand the feelings and emotions of the customer and understand, in other words, to bring themselves to customers`s position is a position Decisive ability that can lead to even the most complicated problem is resolved.
Another basic ability that is essential for a successful work of the Customer Service Representative is a professionalism or ability to perform work duties correctly. It is clear that even if the customer representative is sympathetic and flawless communication capabilities, without deep knowledge of the product or the service that offers its company that it will be of low use of the customer. The professionalism of the customer report is defined by a variety of skills that he needs to own to support the customers effective support.These days, the majority of companies are working online, and each employee must have basic computer skills. This is more important to a customer representative, which is often involved in online communication with customers either by e-mail or chat. Apart from the well-founded knowledge of the product, the customer representative must have a good memory in order to memorize guidelines and internal policy of the company by memorizing, and may be able to apply them in certain situations. Time management capabilities are also important for every customer representative. The ability to respond quickly to the inquiries is the thing that is always estimated by the customers and ultimately contribute to the positive image of the company.
This ability is practical if the customer representative has a specific problem that requires a resolution. Most companies have special rules and guidelines that need to be used in cases of conflict solutions. However, cases may be available if the general rules do not apply, and it is necessary to use creative and above all a single approach to the settlement of the problem.
Apart from the above-mentioned pure professional skills, each customer service representative must have certain personal qualities. Among a variety of these qualities it seems that patience and self-control are essential for this profession. One of the peculiarities of this work is that the customer representatives often have to deal with "difficult", hot hardened customers. If we are currently confronting with angry or aggressive behavior, we will also be angry or aggressive. However, if you work as a customer representative, you must not overcome the emotions of healthy sense. It is imperative to stay calm in all situations.
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