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Competencies of an ideal customer support agent


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Here's a list of competencies we compiled of what we think an ideal support agent should have.

If you'd like to check out more tips in customer support, head to our blog - See you on the other side!

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Competencies of an ideal customer support agent

  1. 1. Competencies of an ideal customer support agent
  2. 2. Emotional Quotient Make an instant connection with the customer by mimicking their tone. But don’t do that if they are angry. Mirror Customer’s Emotions Customer interaction gone wrong? Being resilient helps you switch back to being cheerful for your next customer. Resilient It’s not stepping into someone’s shoes. Empathy means to be more human in your customer interactions. Empathy Breathe in, breathe out. Dealing with frustrated and confused customers needs patience. A lot of it. Patience
  3. 3. Communication Skills Customers want their issue resolved so that they can move on with their lives. Clarity helps you cut out the flu . Clarity You can’t really answer your customer if you don’t listen to their questions. Can you? Active listening You’ll need the skill that steers a bad customer interaction into a positive customer feedback. Persuasive
  4. 4. Organizational Qualities Your customer’s happiness depends entirely on you. Embrace the responsibility with grace. Taking Ownership Customer support might throw a curveball or drive you into a support frenzy. You need some inner calm to handle all that pressure. Works Well Under Pressure Prioritize your time based on the urgency of the issue. Don’t know the solution to a problem? Direct them to the right person. Time Management
  5. 5. Problem Solving Skills If you don’t know your product in-and-out, how will you answer customer questions about your product? Product Knowledge Ascertain customer queries and be the first one to reach out to them. FAQs are a classic example. Proactive Pay attention to the right set of details and check against facts so that you can close out customer queries sooner. Critical Thinking
  6. 6. Have you seen any other skills that we’ve missed out on? Share it with us on, we’d love to hear from you! Read more support stories from Freshdesk