Customer is key of every business. Without customer the business can’t grow. A person who buys goods and services in a shop and restaurant, etc. No matter in what business in, customer plays a very important role in that. Customer executive like talking to people and listening to them. Customers are the individuals and business that purchase goods and service from another business. Customer Support Service Skills
Skills required to be a customer support executive communication skills:
1. Communication skills
2. Professionalism
3. Empathy
4. Time management
1. Communication skills – since the customer support executive interacts with the customer, good communication skills is of utmost important.
2. Professionalism
How bad the situation gets, the customer support executive needs to behave in a professional manner with the customer.
3. Empathy – able to understand customer viewpoints and customer service.
4. Happy customer will refer others.
5. Good customer support executive encouraging customer to remain loya.
6. Best Customer are willing to pay more companies who offer better Customer Support Service Skills.
The mode of communication, the role could be of 3 types :
1. Non voice support
2. Voice support
3. Semi voice support
1. Non voice support
All written form of communication with the customer are handled by the non voice support their are two types of non voice support email support and chat support.
2. Voice support – phone call customer support for real time query resolution.
3. Semi voice support – Both written and verbal form of communication is required.
On the basis of geography the customer, the role could be of two types:
1. Domestic process
2. International process
1. Domestic process – If the customer is in India than the customer support is called domestic process.
2. International process – If the customer is in outside of India than the customer support is called international process.
Carrier Graph of a Customer Support Executive
1. Senior customer support /team lead
2. Escalation manager
3. Product specialist
4. Product analyst
5. Customer success manager
Customer support queries
1. Out of stock product
2. Billing issues
3. Order status
4. Product features