Top tips to be a successful Customer Service Advisor

Top tips to be a successful Customer Service Advisor
Top tips to be a successful Customer Service Advisor

posted 13 Jul 23

Picking up the phone to deliver or receive a call may seem like nothing more than an ordinary activity to some, but for professional customer service advisors, it is an art. Believe it or not, in customer service jobs, there are certain qualities that you must cultivate and develop if you wish to be successful as a customer services advisor, and perhaps the most important of these lies in the job title.

That's right, 'customer service' is all about aligning yourself with the needs of your customer, empathising with their worries and providing solutions. Furthermore, your customer can also show you a thing or two about how to improve your service, which won't go unnoticed by your managers.

So, without further ado, we highlight the top five attributes every customer service advisor should have to be successful in their customer service job.

1. Knowledge retention

It can sometimes be easy to let your mind wander as a caller monotonously drones on. However, neglecting to retain information could swiftly come back to bite you if a complaint, concern, or query is not dealt with effectively due to information lost in translation. Retaining information shows you genuinely care about the customer, so do your best to demonstrate this by taking notes and repeating information back to the caller.

2. A human and empathetic approach 

​Some customer service advisors grow complacent about their work and believe their script is enough to carry them through a call. The danger is that they tend to adopt a one size fits all approach, assuming they fully understand the customer’s query without listening attentively to the unique and specific details. For this reason, it is vital to remember that every customer is different, and one man's gold could easily be another man's rubbish.

By offering a generic response to a query or complaint from a customer - which ultimately fails to reach the heart of the matter, you won't be doing yourself any favours. Instead, do your best to attentively listen and try to lighten up the conversation with some humorous story or self deprecating anecdote. This will show the customer that you're human, and thus relate to them and their concerns. This approach will also help you build rapport, meaning you'll be more inclined to listen to, and engage with the caller.

3. Organisation

Busy call centres often require customer service advisors to multi-task, which demands tremendous organisation. Many advisors are required to monitor and update the call centre database, take notes at the helpdesk, alongside dealing with a caller’s query or complaint. You need to effectively streamline your daily tasks by prioritising urgent matters over those that can be dealt with later. Keep a diary or weekly planner of all tasks to be completed to ensure you tackle the challenging assignments first.

4. A calm and friendly manner

A friendly customer service advisor enables callers to feel at ease, and these same customers will remember the warm and welcoming recipient who asked them about their day, offered a compliment on their patience or made them laugh. A successful advisor also knows how to remain calm at all times, even when they have an angry caller on the line.

5. Adaptibility

Customer service advisors interact with a wide range of personalities on a daily basis. One moment they may be delighted to receive a call from a friendly and talkative individual, only to cringe at the aggressive tone and colourful language of an angry caller on the next call. For this reason, advisors need to be flexible enough to handle the variety of calls that may come their way. Most importantly, remember that customers are humans like you, and although they present as difficult, you will need to put yourself in their shoes. Ultimately, reassuring them that you're on their side and want to help them (within reason, of course!). ​

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