Customer Service

When you hear the term “customer service,” perhaps the first image crossing your mind is a row of people sitting in front of computers and wearing headsets while answering questions and fielding complaints from the customers.
Although this is not entirely inaccurate, the definition of customer service has expanded much more than that. In this era of modern businesses, the way a company conducts customer service varies, from having a dedicated Customer Care team to respond to every phone call, e-mail, and tweet to getting every employee involved in the pursuit of making customers happy and satisfied.
As such, what a great company needs is what we call the customer service hero. These days, a business can succeed or fail based on the quality of its customer service alone. So it’s no wonder to see many companies employing talents with superhero-like qualities, so to speak, to take care of their customers.
We believe everyone can be a customer service hero. And yes, this includes YOU. Whether you face customers directly all the time or work behind the scenes, everyone nowadays should have the skills and capacity needed to cater to your customer’s needs. Even if it means you have to go beyond your job descriptions at times, these heroic skills will be useful and applicable in your other areas of work.
Read on to see what qualities you need to attain to become a customer service hero in your own right. Believe us, having all these characteristics goes a long way not only when you are facing a customer, but also when you have to deal with various circumstances in your work.
1. Thick-Skinned and Professional
A person working in customer service knows all the risk that he or she will be facing—one of them is to be on the receiving end of anger and blame from the customers. Thus, having a thick-skinned personality will help you a lot in facing this kind of situation. Customers have the right to complain anytime they receive an unsatisfactory service, so it’s important to filter through any negative words or tone you receive from the other end.
Also, always remember to put on your professional face when communicating with your customers. Don’t be swayed by your own emotion and instead focus on what they need from you.
2. Dedicated
A sense of duty and responsibility when helping your customers is practically imperative. No matter how small the problem, you need to give the same level of care to answering every single type of query and providing exceptional service.
3. Resourceful
In order to deliver a great customer experience, one has to have all the right knowledge and tools at their disposal, such as software that can help you better organize customer inquiries. Knowing the inside-out about your company’s service or products is also highly helpful, as you can give instant response to a question from your customers. 
4. Pro-Active
A sign of a great customer service hero is the ability to anticipate issues that a customer will face before more complicated problems occur. Akin to a waiter who keeps filling the water glass of a restaurant’s patron without being asked, being pro-active means you get to assist your customers in a way that exceeds expectations.
For instance, when your company is launching a new product, you already prepare a list of scenarios that customers might face, so that you can give early advice to people who purchase said products. In doing so, you will give a great impression to your customers and make them more loyal.
5. Quick-Witted
The ability of responding quickly—even under pressure—is integral when answering an inquiry from your customer. This ability is particularly important when responding to customer complaints from social media. Although a solution might not be presented instantly, giving the impression that you can get a certain situation under control will give your customers a peace of mind.
6. Compassionate
Lastly, a customer service hero has to be able to empathize and be compassionate with the customers. Giving the utmost care to your customers is undeniably the essence of your job, so make sure to always prioritize their needs above else. Save your time and be more responsive when managing online customer service on email, live chat, twitter, facebook, and SMS. Bornevia unifies all of them in one team inbox. Deliver more responsive customer support now. bennytjiaBenny Tjia is co-founder and CEO of Bornevia, SaaS product for better and more responsive customer support. He was educated and worked in the US. He likes writing about startups, growth, and customer experience. Help customers on email, social media, SMS, and live chat from one place. TRY BORNEVIA FOR FREE
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Join +2,500 subscribers for our weekly top picks on customer relationship and growth advices Subscribe When you hear the term “customer service,” perhaps the first image crossing your mind is a row of people sitting in front of computers and wearing headsets while answering questions and fielding complaints from the customers.Although this is not entirely inaccurate, the definition of customer service has expanded much more than that. In this era of modern businesses, the way a company conducts customer service varies, from having a dedicated Customer Care team to respond to every phone call, e-mail, and tweet to getting every employee involved in the pursuit of making customers happy and satisfied. As such, what a great company needs is what we call the customer service hero. These days, a business can succeed or fail based on the quality of its customer service alone. So it’s no wonder to see many companies employing talents with superhero-like qualities, so to speak, to take care of their customers.We believe everyone can be a customer service hero. And yes, this includes YOU. Whether you face customers directly all the time or work behind the scenes, everyone nowadays should have the skills and capacity needed to cater to your customer’s needs. Even if it means you have to go beyond your job descriptions at times, these heroic skills will be useful and applicable in your other areas of work.Read on to see what qualities you need to attain to become a customer service hero in your own right. Believe us, having all these characteristics goes a long way not only when you are facing a customer, but also when you have to deal with various circumstances in your work.1. Thick-Skinned and ProfessionalA person working in customer service knows all the risk that he or she will be facing—one of them is to be on the receiving end of anger and blame from the customers. Thus, having a thick-skinned personality will help you a lot in facing this kind of situation. Customers have the right to complain anytime they receive an unsatisfactory service, so it’s important to filter through any negative words or tone you receive from the other end.Also, always remember to put on your professional face when communicating with your customers. Don’t be swayed by your own emotion and instead focus on what they need from you.2. DedicatedA sense of duty and responsibility when helping your customers is practically imperative. No matter how small the problem, you need to give the same level of care to answering every single type of query and providing exceptional service.3. ResourcefulIn order to deliver a great customer experience, one has to have all the right knowledge and tools at their disposal, such as software that can help you better organize customer inquiries. Knowing the inside-out about your company’s service or products is also highly helpful, as you can give instant response to a question from your customers. 4. Pro-ActiveA sign of a great customer service hero is the ability to anticipate issues that a customer will face before more complicated problems occur. Akin to a waiter who keeps filling the water glass of a restaurant’s patron without being asked, being pro-active means you get to assist your customers in a way that exceeds expectations.For instance, when your company is launching a new product, you already prepare a list of scenarios that customers might face, so that you can give early advice to people who purchase said products. In doing so, you will give a great impression to your customers and make them more loyal.5. Quick-WittedThe ability of responding quickly—even under pressure—is integral when answering an inquiry from your customer. This ability is particularly important when responding to customer complaints from social media. Although a solution might not be presented instantly, giving the impression that you can get a certain situation under control will give your customers a peace of mind.6. CompassionateLastly, a customer service hero has to be able to empathize and be compassionate with the customers. Giving the utmost care to your customers is undeniably the essence of your job, so make sure to always prioritize their needs above else.Benny Tjia is co-founder and CEO of Bornevia, SaaS product for better and more responsive customer support. He was educated and worked in the US. He likes writing about startups, growth, and customer experience.Post navigationRecent Posts