Three Qualities for Customer Service

Quick post today, but a useful post. What are three qualities that great customer service representatives generally have?

Attitude.
Providing great customer service requires a great attitude. Customer service representatives that have a go the extra mile, want to make the customer happy attitude will do much better than those that seem disaffected and could care less. You should be looking for someone who means it when they say “It’s my pleasure.” Those are the type of people you want on your customer service team.

Aptitude.
Customer service requires not only attitude, but aptitude as well - a great attitude can’t get the problem fixed by itself. Your customer service representatives should all have the necessary aptitude to get their job done. They should be familiar with the tools, processes, terms, etc. needed to help and educate customers.

Drive.
Great customer service representatives seem to have a drive that isn’t found in a lot of employees. They are very driven to get the problem resolved and to help the customer. Going the extra mile is something they do on a routine basis and they don’t know the word no. Reps who have this drive will see a lot of success.

What are three qualities you think customer service representatives should have? Do you have anything to add?

6 Responses to “Three Qualities for Customer Service”

  1. CustomersAreAlways said:

    Jul 27, 07 at 2:14 pm

    The One Characteristic Every Good Customer Service Rep Should Have…

    Service Untitled lists three characteristics that great customer service representatives have: 1.  Attitude 2.  Aptitude 3.  Drive If I could choose one of these characteristics out of the three that a customer service rep absolutely mus…

  2. Naj said:

    Jul 29, 07 at 7:42 pm

    A place where customers can review, rate and share with the world and the company itself a company’s customer service:)

    ..and now they can

    Measuredup.com is a new social networking site where CONSUMERS get the LAST WORD IN CUSTOMER SERVICE. They can read and write funny, complimentary or not-reviews about customer service experiences on any company at any time.

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  3. Shell Smith said:

    Jun 03, 08 at 6:23 pm

    Seems simple enough: attitude, aptitude, drive….so why do companies continue to fall short of this? I recently came across an interesting interview between Fox Business and the president of Mindshare. I think he made some good points as to why companies need to be putting more into their service – particularly the 3 points you have mentioned.

  4. Eddie Stewart said:

    Jun 05, 08 at 12:53 am

    I found a customer service IQ survey. I got a D+ but that’s way better than most people do.

  5. Service Untitled said:

    Jun 05, 08 at 4:39 pm

    Eddie,

    Thanks for posting that. It’s interesting! I got a high C. They touch some interesting points.

  6. Jennifer Harn said:

    Jul 29, 10 at 5:38 pm

    Thanks for sharing! I would also like to add Patience, Communication, and Knowledge. Curious to hear your thoughts on this entry: http://toatech.com/blog/


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