Customer Service Representative SpangenbergGroep 19-11-2023

Werken in Limburg

 

Introductie vacature 

What characteristics does a good customer service department have? We talk about it often: Good customer service. That, of course, is an elastic, vague and hollow term. So when is customer service good? We've asked around. We looked at customer satisfaction surveys, we asked our employees and came up with a list of characteristics of good customer service. There are 8 of them!

Reachability is 1 of the important features of good customer service!

3. Persistence

A customer service department must have a certain level of thoroughness. Decisiveness to make sure you understand things quickly and can translate quickly into solutions. Again, there are actually 2 different forms for this:

1. External incisiveness. This is understanding the customer question quickly. An incisive customer service representative quickly figures out customer questions, making conversations fluid and easy. By asking the right questions, customers are understood and helped faster, as well as more completely.
2. Internal incisiveness. Internal incisiveness is that you understand these departments and that you understand their practices, interests and processes. With that, you can more easily answer internal questions and put the information you get from these departments to good use in customer service. For example, answering questions about invoices is a lot easier if you understand the invoicing process.

4. Responsibility

Sometimes characteristics of good customer service look like very basic success factors. As we have often described, customer service gets a lot of problems that they don't cause themselves. It goes wrong somewhere else in the organization, which is why customers contact customer service. Good customer service takes responsibility for that. In practice, we often see that problems are placed somewhere else in the organization. That does not help the customer. Just like processes that run across all kinds of departments, the customer is not interested. Logical. You contact customer service and expect them to take responsibility for your problem.

5. Communication skills.

Characteristics of good customer service, then communication skills cannot remain named. Nitty-gritty deadpan, of course, which is why we will make it concrete. We often consider good use of language and the ability to express oneself well to be communicative skills. Someone who has a nice story and can put everything into words well, we classify as communicative. Communication starts with listening, otherwise it's just called sending. If you are communicative as a customer service representative, you first listen to your customers. You have to understand who they are and what they are up against. You can only start looking for a solution when the problem is clear. Assume that your customer wants to ask you something and wants something from you. Listen and ask to get the problem completely clear. If the question is completely clear and you can articulate the answer well and even anticipate possible follow-up questions, then yes, you are communicatively proficient.

6. Part of the organization.

Customer service is still often seen as a necessary evil. A department that is not taken too seriously and is cut back on if possible. Good customer service ensures that they are internally engaged. That they are part of the organization and that other departments value customer service. By demonstrating the added value you ensure that you get internal appreciation and you are not seen as that nagging department where nothing ever goes right. The problem is that in general it is mainly the costs of customer service that are transparent, much less what it brings in. So make sure you can. Think of revenues as things like

1. Customer satisfaction, good customer service ensures higher customer satisfaction.
2. Sales, good customer service creates more sales. Both directly and indirectly.
3. Differentiation, better customer service as the competition is just a competitive advantage
4. Knowledge, customer service knows what is going wrong elsewhere in the organization. That's gold for any organization that wants to optimize and constantly improve the customer experience

Who are we?

We are SpangenbergGroup! And we can help you make your customer service an good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We relieve you in the area we are good at ( customer service ) so you can concentrate worry-free on what you do best. Sound good?

Perhaps also interesting to read

SpangenbergGroup Achieves PCI DDS Certification

• Written on: 13/11/2023

SpangenbergGroup has successfully passed the PCI DSS certification test. We meet everything international requirements...

The 10 most common customer service mistakes? Read what often goes wrong here.

• Written on: 16/10/2023

Vacature eisen

Unknown

 

Functietitel	Medewerker Klantenservice
Indicatie salaris (min – max]	onbekend – onbekend
Opleidingsniveau	MBO
Aantal uren (min – max)	1 – 40
Contactgegevens	Unknown , Unknown Unknown
Type contract	Vast
Branche	Advies/Consultancy
Locatie	Maastricht, Limburg,Nederland
Soliciteer direct	https://spangenberggroep.nl/en/

Past deze vacature in jouw straatje? Solliciteren kan nu eenvoudig. Wees er snel bij en hopelijk krijg je snel een uitnodiging voor een sollicitatiegesprek.