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A customer services officer should always keep in mind the core responsibility of providing best in class assistance and resolution to the problem raised by the client.
Additionally, he should always bring down the anger and frustration of the client to minimum by giving him assurance, empathy and resolution with efficient and polite services.
Good listening
Probing skills
alternate options if a direct solution not available
If your question is about JUST one thing I would say that customer services officer should always remember " My job is to serve customers".... and work on it !
product knowledge is must for a costumer services officer because without it he is not communicble. active listening good communication are also necessary tools.
A sales person must have a good convincing spirit.
The most important thing for a customer services officer is the word "communication". For one cannot be a good service to the customer if one doesn't know how to communicate properly and knowing all its nuances to be able to come across as "positive" to the customer. And if one is "positive" to the customer, then it goes a long way in reaching for a good solution and earning the customer's goodwill.
A good and strong face to face cammunication skill
1-Active Listening
2-Clear Communication
3-Memory Retention
4-Negotiation and Persuasion
5-Efficiency
the two things are most important.
1-personality
2-communication skills
