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Career Article 114:
Is a Position As Telephone Service Representative For You?
By Tamara Dowling, CPRW
Many would agree that successful telephone service representatives are patient, friendly people that enjoy solving people's problems. Customer service professionals take pride in their customers' satisfactions.
Ask yourself these questions to see how you would rate as a customer service representative. Respond to each question with "Yes" or "No."
- Do you clearly state your greeting and introduce yourself when you answer the phone? (For example: Good Afternoon. This is Stacey. How may I help you?)
- Are you patient while your customers make their requests?
- Do you avoid talking too fast or too slow, so your callers can understand you easily?
- Do you sound friendly, upbeat and willing to solve the caller's problem or answer their questions?
- Do you refrain from a condescending or disrespectful tone with your customers? What about when they are slow to understand?
- Do you address your caller with their name? (For example: Mr. Curtis, your balance is $3,208.42.)
- Do you keep your cool, even when your customers do not?
- Do you answer your call within three rings, and keep hold times to under 45 seconds?
How many times did you answer "yes?" If you scored an '8', you are an ace, and this could be the career for you. If you had a lower score, you've found some skills to work on.
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