Treating customers with respect is a top concern for customer service specialists. As these professionals go about earning people’s trust (and business), they commonly perform the same type of tasks, regardless of industry. Here are a few of the central duties expected of customer service specialists based on our scrutiny of job postings:
Customer service specialists are information providers. Customer service specialists use their superior knowledge of their organization’s offerings to present buyers with clear information in order to make solid decisions.
Customer service specialists also are active helpers when things go wrong. They may look into the shipping history of a package that a customer complains she hasn’t received, or they might explain to a disgruntled car owner exactly what services need to be performed when a recall is issued. By showing concern and taking swift, meaningful action, customer service specialists demonstrate that the company cares about its patrons and will do what it takes to keep them satisfied.
By examining issues and comments that keep popping up, customer service specialists can provide their employer with valuable feedback. For instance, repeated problems with the company’s online purchasing platform may warrant an investigation into technical glitches.
Customer service specialists may routinely or periodically contact clients to judge their happiness. For instance, someone who has purchased a new recliner may receive calls—perhaps after two weeks and again after six months—from a customer service specialist who works for the furniture company inquiring about satisfaction with the new chair and if there are any questions about the item.