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Remember you are only one person. One call at a time. Don’t take it personal. Silence is the best defense. Try to picture yourself on the other side of the phone. Reality is the customer is clueless and they are expecting you to be the expert. Put on the best damn show (on the call) and freak out behind stage (on hold) . Best of luck to you
Thank you for this advice! I am starting mine as well, and I’m in training all month. I’m a people person but I’ve never been a CSR before.
First, remember that it’s a customer service job, so stay positive and patient with callers no matter how difficult they may be. Second, make sure to ask questions and take notes to ensure that you’re providing accurate information and resolving customer issues. Lastly, don’t forget to take breaks to keep yourself energized and focused. When I started my first customer service job, my manager reminded me to take a few minutes every hour to get up and stretch to keep myself alert and ready to help customers.
Always keep cool. Customers can berate you every chance they get as since it's over the phone they don't have to worry about retaliation. Always keep a smile in your voice and never let a customer hear the frustration in your voice.
Note down everything the customer says relating to the company and services/products from the company. It will help if you have to transfer or justify anything later on. If the customer wants to rant let them. A lot of them lose steam pretty quickly after the first few minutes and then are relatively calm after. Good luck!
Just do the 8 hours and go home, don't think about it. Also, score and targets can be frustrating but it’s something you’ll pick up over time.
I always tell my new agents; they don't know your job and they don't know you. If they tell you that you don't know what you're doing, remember that YOU are the expert. They are taking their frustration out on you and you don't deserve it but that's part of the job. I personally find amusement in them acting that way because they are the ones acting stupid and like bad humans. To reiterate what has been said above, don't take it personally and don't believe it.