How do I become a better customer service agent?

Customer Service Representative job

The core of customer service is helping people so reps need to be helpful.

But itu2019s not enough that theyu2019re helpful if you really want your customer service to stand out.

They would also need to be empathetic.

It is one of the core traits customer service employees should have.

In fact, itu2019s not just for customer service but for customer-facing teams including sales people, account executives, support teams, and receptionists among others.

Danny Meyer, president, and CEO or the Union Square Hospitality Group advises that when hiring people to work in customer-facing teams, itu2019s better to hire an empathetic candidate with limited technical because skills are something that could be learned while empathy and liking other people is something that is less teachable.

,The second characteristic is attention to detail.

Customer success requires proper execution from multiple departments throughout the buyeru2019s relationship with the company, from the brand design team to customer service representatives.

There are so many individual factors that will impact how, when, why, and where the customer implements the product, and inside salespeople must take an active role in the process by controlling as many of these factors as possible.

,If there is a single thing that most people could do to improve their conversation skills, it is to be a better listener.

Of course, everyone hears this advice, yet far too few people know how to put it into practice.

Active listening does not mean giving your conversational partner chances to speak and then continuing with your predetermined agenda.

Because customer service employees donu2019t engage in face-to-face conversations, conversations can be prone to miscommunication.

The best practitioners of active listening use the information they learn throughout the dialogue to steer the conversation in new directions,At Tenfold, weu2019ve developed a CTI solution that that captures customer interactions not only through phone but also SMS, email, and chat, and combining that with aggregated data from other systems of record (ERP, help desk).

Having this tool lets your reps better communicate with customers by making the conversation more meaningful and makes your reps more efficient.

Customer service representative job description for resume

During 2000 to 2002 I was the human resources manager of a small software company in the Bay Area of California.

My duties were typical of an H.


Manager, which included compliance with all employment laws, developing job descriptions, handling employee complaints, sexual harassment problems, handling payroll and payroll disputes, and so on.

In addition, as usual, I was responsible for finding and submitting candidates to management for open positions.

,One day I received a beautifully packaged resume.

I say packaged because it was wrapped in unusually pretty paper.

Inside was the most eye appealing resume I had during my decades of hiring ever seen.

It was a large 8 1/2u2033 by 11u2033 thin notebook and the outside was beautifully hand scripted.

I no longer remember the exact words, but they were something like this: u201cInside You Will Find the Most Qualified Individual You Have Ever Evaluated.

u201d,There were literally dozens, if not a hundred other resumes on my desk for the position of sales manager besides this one.

But, and of course, I read this one right away, not first, but within the first ten.

,Inside was a neatly typed two page resume on sheep skin like paper about a 45 year old woman who had recently divorced and had been a home maker all her life.

She entitled all her household and home duties as:,Management: and about her duties managing a home, grocery shopping, fixing meals, getting husband and kids off to work and school, and so on.

,And she delineated each and every category by tying it into my ad for a sales manager.

,Naturally, the first thought was that she didnu2019t qualify for sales manager, and, in fact, I didnu2019t think she qualified to work any position in our firm.

,That night after I left late from work I couldnu2019t keep from thinking about her.

The next day I called her and had her come in for an exploratory interview.

I told her she didnu2019t qualify for the sales manager position, but that we had other openings and maybe she might fit one of those.

,When I first saw her, she was the spitting image of what I thought a 45 year old mother of three home maker should look like.

Not very tall.

Somewhat plump.

Not actually pretty, but not homely either.

She wore a regular dress without frills.

But what amazed me most about her was that she looked so clean.

Know what I mean? That clean shiny look some people have.

An Ajax glow! It was uncanny.

,And then she began talking; her voice was actually melodious.

I mean that.

It was soft, but at the same time seemed so pleasant that I sort of melted from her vocal charm.

,Not to belabor this because Iu2019m catching myself reminiscing, we had a customer service clerk position open that called for someone with experience to handle all the questions about our products and, especially, complaints.

,I had two bosses, the Controller and Vice President of Operations.

I convinced them that the homemaker lady would be ideal for the position.

Both objected: u201cShe doesnu2019t have any work experience.

u201d But, both liked me and gave in.

,She got into the job quickly, learned all about our products, and gave 120% to the job.

After a few months, complaint resolution was up 20% (meaning more complaints were resolved), we received letters from satisfied customers praising our customer services representative.

After three months, she was promoted to group leader, and four months after that to customer services manager.

I donu2019t know what happened after that because I left to seek other opportunities.

,In summary, one of the most wonderful employees I had the chance to hire resulted from a very unusual and well written resume.

Customer service representative interview questions

Top 10 job interview mistakes for customer service representative position and how to face them.

If you need more details such as customer service representative interview questions, customer service representative behavioral interview etc Please leave your comments below,1.

Arriving late,Since job candidates often have several interviews with different managers scheduled back to back, two things could happen when you show up late: Either your first interview is cut short, or you disrupt the schedules of several interviewers.

Neither is good for you, since it either shortchanges your time with an interviewer or makes multiple people grumpy.


Appearing uninterested.

,This one drives employers crazy.

Most employers have more applicants than they need or want.

If you arent demonstrably interested in them and the job, they certainly arent interested in hiring you.

,To Avoid:,Demonstrate your interest in the company and the job.

Know the job you are interviewing for and why you want the job.

Be dressed appropriately.

Turn off your cell phone and focus your attention on the interview and the interviewers.

,Ask intelligent questions that indicate you have done some research, but do NOT ask a question that could be answered in 30 seconds with a Google search or a peek at their websites homepage.

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Sharing too much information.

,Sometimes, people have a whole-truth-and-nothing-but-the-truth mindset in a job interview, so they spill their guts in answer to every question.

Not smart or useful!,Im not recommending telling any lies, but I am recommending that you avoid boring the interviewer and blowing an opportunity by sharing too much information.

If they want more details, theyll ask.

,To Avoid:,Answer their question, and then stop talking.

Or, ask a question of your own.


Displaying low energy,This one is hard to define but an interview killer.

Hereu2019s what it looks like: Slumped shoulders, lack of eye contact, slowness to respond to questions, and a general lack of enthusiasm for the company or role.

If you donu2019t clearly want the job, itu2019s near impossible to persuade someone to give it to you.


Focusing too much on themselves,Talking endlessly about what you want, how this job is the direction youwant to go in your career, and how the experience would be great for you is meaningless drivel to an interviewer.

,Companies donu2019t pay you to help you out! They hire you because you have traits and skills that will help them achieve their goals.

Use your responses to illustrate how you can be of service to the hiring manager.


Not bringing a resume,In an ideal scenario, the hiring manager would be ready with your resume, but days are busy and not every interviewer is organized.

That means you should always have a copy for each person you expect to meet with, plus some extras in case you have unexpected interviews.

Not only is it practically helpful, it signals that you are thoughtful and prepared.


Seeming unprepared,Further, not demonstrating a basic knowledge of the role or providing clear examples of your past performance makes it seem like you just rolled in after only glancing at the companyu2019s website.

,Interviewers tend to ask the same fundamental questions about your background, skills, interest in the company and why you think itu2019s a good fit.

At minimum, read up on the company and prepare a few anecdotes about projects you successfully completed.


Flirting or other inappropriate behavior.

,Unless you are interviewing for a job as a comedian or host/hostess in a social club, dont try to be entertaining or amusing.

And, dont flirt with anyone, including the receptionist and the security guard.

,To Avoid:,If making them laugh isnt a requirement of the job, take the interview seriously.

Save flirting for your second day of work.

,Dont chew gum or bring food or drink into the interview.

Mind your manners, like your Mother taught you, and be polite to everyone you meet there.

The interview is an audition for the job.

Show them your best!,7.

Not Knowing Anything About the Company,Dont let your potential employer stump you with the question, What do you know about this company? Its one of the easiest questions to ace, if only you do some research before your interview.

,Background information including company history, locations, divisions and a mission statement are available in an About Us section on most company websites.

Review it ahead of time, then print it out and read it over just before your interview to refresh your memory.

Also check the companys LinkedIn page, Facebook page, and Twitter feed, if they have one.


Talking Too Much,There is nothing much worse than interviewing someone who goes on and on.

The interviewer really doesnt need to know your whole life story.

Keep your answers succinct, to-the-point and focused and dont rambleu2014simply answer the question.

,Dont get sidetracked and start talking about your personal lifeu2014your spouse, your home life, or your children are not topics you should delve into.

No matter how warm, welcoming, or genial your interviewer may be, an interview is a professional situationu2014not a personal one.

,Avoid this mistake by using nonverbal communication to impress your potential employer.


Not having any questions,Most interviewers leave time at the end to answer questions.

Usually, they know youu2019re vetting them, too, and want to make sure itu2019s a two-sided conversation.

Itu2019s also a bit of a test.

The questions you ask often reveal the way you think and whatu2019s important to you.

It also shows that you care enough about the job that you want to know more.

,Not having any questions prepared signals you donu2019t care, arenu2019t curious, or havenu2019t done your homework.

If you freeze up, throw out an old standby question like, u201cWhat does success look like in this role?u201d or u201cWhatu2019s the culture like here?u201d,10.

Forgetting to follow up,So many people forget this basic rule of interviewing: Follow up within 24 hours by email to thank the interviewer for their time and underscore your interest in the position.

If you donu2019t do it, hiring managers may think youu2019re not interested or organized, or they may simply forget about you.


Asking weirdly personal questions,Conversely, some candidates get a little too personal with their questions.

Iu2019ve had people ask me about my family, previous companies I worked for and why I chose to leave one company for another.

This line of questioning might make the hiring manager feel uncomfortable and also doesnu2019t illuminate anything for you or them.


Following up too aggressively,While itu2019s important to follow up, you should not send multiple emails or call an interviewer.

It is extremely awkward to receive a call out of the blue from someone demanding to know why they havenu2019t heard from you.

Send your follow-up email, and then move on with your life.

Anything more is probably too much.

Customer service Representative job description call center

As the demand for quality customer service increases, call center managers are constantly bombarded by Quality Assurance companies.

Those companies propose to smooth out the so-called u201cbumps in the roadu201d often experienced when managing QA.

This article is going to look at the quality analyst job description, and requirements.

,Despite the flashy websites, impressive resumes, and long lists of repeat clientele, it is most important to know what you want and how a particular Quality Assurance Company will meet your requirements.

,6 Roles of Quality Analysts for Call Centers:1.

Monitoring callsYour call center processes a lot of customer requests throughout the day.

Therefore, to ensure that your call center agents are interacting with customers in accordance with your companyu2019s set guidelines and are serving your businessu2019 best interest, quality analysts will monitor calls to measure performance and facilitate your businessu2019 strategic objectives and requirements.


Assess agent performanceYour call agents are at the front line of your business in terms of effectively representing your products, resolving issues, and answering customersu2019 questions.

But do they show enthusiasm when talking to your customers? Are they friendly and knowledgeable? Most importantly, can they effectively close a sale?,The above-mentioned factors make a huge difference when it comes to customer interactions.

Therefore, to facilitate high-level customer service, a quality analyst will assess agent behavior, counsel, and coach them to reduce negative customer experience, wastage of time and resources, and agent attrition.


Monitoring trendsAn analyst will study what other firms within the call center industry are practicing to improve customer relations.

The analyst can then take the acquired information and incorporate it into a customized solution for your business.

Staying on top of industry trends will help your business optimize customer relations and outperform competitors.


Technological responsibilitiesSince call center technology is constantly evolving, it can be difficult to keep track of all the changes.

Therefore, a quality analyst takes the load off your back by identifying and implementing tools targeted towards improving internal processes within your business, identifying the quality of customer experience, and your businessu2019s general performance.


Competitor call center analysisA competent quality analyst from an equally competent firm like Call Criteria will objectively compare your company with your competition.

He/she will provide an impartial means to measure your companyu2019s strengths and weaknesses against your competitors in the market.


Design evaluation programsDepending on your companyu2019s objectives, a quality management and development team may be responsible for picking the most effective performance metric for your business to analyze.

He/she could decide to count the number of times an agent uses the customeru2019s name (this helps to add a touch of personal attention), or the QA could compare call center agentsu2019 performance to the standard scripts for calls.

,Either way, your quality analyst should be able to identify the most effective way to evaluate performance.

What are the roles and responsibilities of customer service Associate

Truth be told first - even if it disappoints many people -the industry does not have an agreed upon definition of a data scientist! ,Jokes like a data scientist is a data analyst living in the Silicon Valley are abundant.

Below is one such cartoon, just for fun.

,,,Finding an effective data scientist is hard and finding people who understand who a data scientist is equally hard.

Note the use of effective here, I use it to highlight that there could be people who might possess some of these skills yet may not be the best fit in a data science role.

Irony is that even the people looking for hiring data scientists do not know who a data scientist is.

Hiring managers post job descriptions for traditional data analyst and business analyst roles while the title calling it a Data Scientist role.

,Everything that I say below is my experience working in a data scientist role with a major search engine and advertising platform.

Instead of giving a bullet list of skills, I would first highlight the difference between some data related roles.

,Consider the following scenario.

Shop-Mart and Bulk-Mart are two competitors in selling retail.

Some higher up in the management chain asks this question: How many Shop-Mart customers also go to Bulk-Mart?.

,[Please note that the question might be of interest to Bulk-Mart management or even a third party, possibly a market research or consumer behavior company, interested in shopping behavior of the population.

],,,Here is how different data-related roles will approach the problem.

This ,Traditional BI/Reporting Professional: Generate reports from structured data using SQL and some kind of reporting services (SSRS for instance) and send the data back to management.

The management asks more questions based on the data that was sent and cycle continues.

Insights about data are most likely not included in the reports.

A person in this role will be experienced mostly in database related skills.

,Data Analyst: In addition to doing what the BI guy did, a data analyst will also keep other factors like seasonality, segmentation and visualization in mind.

What about if certain trends in shopping behavior are tied to seasonality? What if the trends are different across gender, demographics, geography, product category? A data analyst will slice and dice the data to understand and annotate the report with it.

Besides database skills, a data analyst will have a understanding of some of the common visualization tools.

,Business Analyst: A business analyst possess the skills that the BI and data analysts have plus domain knowledge and understanding of the business.

A business analyst may also have some basic skills in forecasting etc.

,Data Mining or Big Data Engineer: Do what the data analyst did, possibly from unstructured data if needed.

MapReduce and other big data skills may be needed.

Understands the common issues in running jobs on large scale data and is able to debug the jobs.

,Statistician (A traditional one): Pull the data from a DB or obtain it from any of the roles mentioned above and run appropriate statistical tests.

Ensure the quality of data and correctness of the conclusions by using standard practices like choosing the right sample size, confidence level, level of significance, type of test etc.

nThe situation has changed a bit recently.

Statistics departments at most schools have evolved in way that statisticians graduate with strong programming and decent foundation skills in CS enabling them to do the tasks that statisticians traditionally were not trained in.

,Program/Project Manager: Look at the data provided by the professionals mentioned so far, align business with the findings and influence the leadership to take appropriate action.

Possesses communication skills, presentation skills and can influence without authority.

nIronically the person a PM is influencing business decisions using the data and insights provided by others.

If the person does not have a knack for understanding data, chances are that the person will not be able to influence others to take the correct decisions.

,nNow putting it altogether.

,The rise of online services has brought a paradigm shift in software development life cycle and how business iterate over successive features and products.

Having a different data puller, analyst, statistician and project manager is just now possible any more.

The mantra now is ship, experiment and learn, adapt, ship, experiment and learn .




This situation has resulted in the birth of a new role - A Data Scientist,A data scientist should have the skills of all the individuals I have mentioned so far.

In addition to the skills mentioned above, a data scientist should have rapid prototyping and programming, machine learning, visualization and hacking skills.

,Domain Knowledge and Soft Skills Are As Important as Technical Skills:nThe importance of domain knowledge and soft skills like communication and influencing without authority are severely under-estimated both by hiring managers and aspiring data scientists.

Insights without domain knowledge can potentially mislead the consumers of these insights.

Correct insights without the ability to influence the decision making is as bad as having no insights.

,All of what I have said above is based on my own tenure as a data scientist at a major search engine and later the advertising platform within the same company.

I learnt that sometimes people asking the question may not know what they want to know - sounds preposterous - yet happens way too often.

Very often a bozo will start rat holing into something that is not related to the issue at hand - just to prove that he/she is relevant.

A data scientist encounters such HIPPOS (Highly Paid Persons Opinion) that are somewhat unrelated to the problem if not complete nonsense very often.

A data scientist should posses the right soft skills to manage situations where people ask irrelevant, distracting or outside of scope questions.

This is hard, especially in situations where the person asking the question is several levels up in the corporate ladder and is known to have an ego.

It is a data scientists responsibility to manage up and around while presenting and communicating insights.

,Below is a summary of necessary skills a data scientist should possess in my opinion.

,Curiosity About Data and Passion for Domain: If you are not passionate about the domain/business and curious about data then it is unlikely that you will succeed in a data scientist role.

If you are working as a data scientist with an online retailer, you should be hungry all the time to crunch and munch from the Smu00f6rgu00e5sbord (of data of course) to know more.

If your curiosity does not keep you awake, no skill in the world can help you succeed.

,Soft Skills: Communication and influencing without authority.

Understanding of what is the minimum that has the maximum impact.

Too many findings are as bad as no findings at all.

Ability to scoop information out of partners and customers, even from the unwilling ones is extremely important.

The data you are looking for may not be sitting in one single place.

You may have to beg, borrow, steal and do whatever it takes to get the data.

,Being a good story teller is also something that helps.

Sometimes the insights obtained from data are counter-intuitive, if you are not a good story teller, it will be difficult to convince your audience.

,Math/Theory: Machine Learning.

Stats and Probability 101.

Optimization would be icing on the cake.

,CS/Programming: At least one scripting language (I prefer python).

Decent algorithms and DS skills, to be able to write code that can analyze a lot of data efficiently.

You may not be a production code developer but should be able write code that does not suck.

Database management and SQL skills.

Knowledge of a statistical computing package, most people including myself prefer R.

A spread sheet software like excel.

,Big Data and Distributed Systems: Understanding of basic MapReduce concepts, Hadoop and Hadoop file system and least one language like Hive/Pig.

Some companies have their own proprietary implementations of these languages.

Knowledge of tools like Mahout and any of the xaaS like Azure and AWS would be helpful.

Once again big companies have their own xaaS so you may be working on variants of any of these.

,Visualization: Ability to create simple yet elegant and meaningful visualization.

In my case, R packages like ggplot, lattice and others have helped me in most cases but there are other packages that you can use.

In some cases, you might want to use D3.

,nBelow is a visualization of high level description of skills needed to become a data scientist.

n,,Where is a data scientist in the big data pipeline?nHere is a nice visualization of the big data pipeline, the associated technologies and the regions of operation.

In general the depiction of where the data scientist belongs in this pipeline is largely correct, there is one caveat however.

A data scientist should be comfortable to dive into the Collect and Store territories if needed.

Usually data scientists would be working on transformed data and beyond but in scenarios where the business does cannot afford to wait for the transformation process to complete, a data scientist has to turn to raw data to gather insights.

,,,To be continued .





n----------------------------------------------------------------------------------------------------------nNote: I am publishing this without any edits/reviews.

I will update with more thoughts as I get a chance.

I am writing myself a note to finish this answer in the next one week.

Pardon the typos and scattered thoughts at least for now.