Former Customer Service Representative at American Express
about 2 years ago
One of the key skills of customer service is a timely response -- usually within 24 hours of the customer's question/request. Even if there isn't a complete answer to the customer's question or the customer's request cannot be fully completed, some sort of communication should be maintained between the customer and the Customer Service Rep. within 24 hours. A customer should never be left in the dark and wonder if their question/request was received.
Another skill for a Customer Service Rep. to have is the mindset to view the customer as king/queen. The title of the position says it all. The Rep. exists to provide service to the customer. Even if the customer becomes unpleasant to deal with, the Rep. must keep this mindset and maintain a professional manner. The Customer Service Rep. must eliminate his/her own ego from the interaction with the customer.
Above all, to succeed as a Customer Service Rep. (as with most positions), you must really enjoy the job. Since it is a job in the service category, the Rep. must enjoy serving others. Although it is always nice to be thanked or given a compliment from the customer, there will be times when the service of the Rep. is not thanked or appreciated. Therefore, the Rep. must be able to derive job satisfaction from the providing of the service itself.