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Customer service agents ensure buyer satisfaction by resolving issues and complaints, and are often the face of a company. Their duties are important for a business’s success, and they may be promoted to management positions with on-the-job training.
A customer service agent is usually responsible for ensuring buyer satisfaction even after the transaction is complete. They can resolve issues, resolve complaints, and return cases. Depending on the establishment, a person in this role may interact with customers over the phone, in person, or both. They often answer incoming calls to provide basic information – such as driving directions – or resolve billing issues. A successful customer service agent usually has exemplary problem-solving skills, a pleasant and helpful personality, and a lot of patience.
Most businesses, including utility companies, supermarkets, clothing stores and repair centers, employ customer service agents to satisfy the needs of shoppers and consumers. These people sometimes assist with billing issues, such as when a customer reports a discrepancy on their credit card statement. Other times, depending on the company, they offer basic technical support.
As a customer service agent is usually the face of any company, their duties are very important for the success of a business. If shoppers are dissatisfied with the service or product provided by an organization – or feel dissatisfied with the level of assistance they receive – they are likely to shop elsewhere in the future. As a result, the corporation may suffer financially; other people’s jobs in the company may be compromised; and finally, the store may go out of business.
To prevent this from happening, a customer service agent resolves issues in a tactful manner. He can reassure a consumer that her concerns are important by going out of her way to help. When shopping experiences are enjoyable, customers often reward an establishment with repeat business and referrals.
If a person buys an electronic device and the product does not work properly, they can call the customer service agent to complain. At first, the buyer may be very angry. The company representative will likely speak in a relaxed manner, apologize for the inconvenience, and assure you that he will help resolve the issue.
The customer service agent can start by troubleshooting common technical issues with that specific device. If that doesn’t work, he can suggest other alternatives, offer a refund, or replace the unit for free. If, when the customer hangs up the phone, she thinks the problem has been resolved, the customer service agent probably did a good job.
In many cases, a person with little or no customer service experience may be hired as an entry-level employee. Most companies provide on-the-job training for people in these positions. Over time there is usually an excellent opportunity for growth. For example, a productive and skilled customer service agent might be promoted to a management position, taking on responsibility for training and supervising other agents.
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