CUST105: Customer Service

As the customer service manager, I'd look for applicants with good communication skills, meaning they can talk and write clearly. Empathy is crucial so they can understand and care about customer's problems. Problem solving is a must they should be quick thinkers to fix issues. Being adaptable is important for handling different situations, and having a mindset focused on making customers happy is key. they also need to be comfortable using customer service software and quickly learn new tools. By picking candidates with these qualities, I aim to build a team that not only solves problems efficiently but also leaves customers happy and satisfied.

Being a customer service manager in my current role I always try to interview candidates who can demonstrate that they possess the qualities of someone capable of excelling in such a role. These qualities are, but are not limited to:

-being a great listener

-has a pleasant personality and a welcoming demeanor

-previous employment history in a similar role

-loves problem-solving and finding solutions for challenging situations

- works well in a fast-paced environment

The key traits and skills a manager may look for in customer service applicants include six main points. Those points are as follows:

1. Customer needs and wants
   The applicants are required to address customer needs and wants by being knowledgeable about the company’s offerings. They will need to be capable of referring to alternative sources if our company is unable to satisfy their request in any capacity. That is one way of putting the customers’ needs and wants first.

2. Learning from customer buying behaviour
   To consider and properly utilize customer buying behaviour, the applicants should pay close attention to some of the situational and personal factors that affect prospective customers’ buying process. The applicants should be inquisitive by briefly asking customers about their thoughts about the product they are interested in and how the store environment makes them feel.

3. Considering customer buying decisions
   Being considerate and attentive to customer buying decisions are valid traits of a customer service worker. The applicants will need to ease the customers’ thoughts on their purchases by encouraging their purchase decisions or informing them of certain benefits that come with their purchases in the event of damage, maintenance, loss, bulk purchases, etc.
   The applicants should be able to recall the company’s strategies for addressing post-purchase dissonance and relay this information to the customer when relevant.

4. Applying verbal communication.
   How the applicants would be required to communicate to potential customers may contribute to closing sales. The applicant will need to clearly articulate explanations of the products/services offered by the company. They will also need to be proficient in various forms of technical writing to apply that knowledge when necessary for communication.
   Furthermore, the applicants will need to communicate not only in-person or in writing but also through different media/means such as virtually (video calls) or phone calls and apply effective strategies to encourage customers that you are attentive and capable of assisting them.

5. Applying non-verbal communication
   Some of the effective strategies would be in the form of non-verbal communication. The applicants should observe the situation with potential customers and apply gestures, paralanguage, or other types of body language to make the customers feel heard and welcome.

6. Appealing to customers’ desires respectfully.
   All of the above-mentioned points are based on appealing to customers’ desires. Customer service workers should make the buying process as convenient as possible for potential consumers. The applicants will highlight how the company’s product/service can help the customers and direct them to our company’s various sources for more information on the product/service if requested.

If I were a manager of a customer service department, I  would highly recommend the following:   

☆ CSWs must have the appropriate skillsets:  ● Problem-solving skillset: To help resolve customer's problems, CSWs should be able to dig deeper into  the situation of the issue, analyse the issue; research for solutions (depending on the nature of the problem) and finally,  implement the solution. The problem-solving skillset may be considerably expanded for positions such as- computer support, financial advisors, bank tellers, specialists and other positions requiring special studies and certifications.●  Communication skillset: CSWs must know that when communicating, he/she ought to speak politely, with clarity- not responding in the same harsh tone as the customer, and most importantly, willing to give a listening ear to the customer's complaints.    Customer service skillset : CSWs should be ready to attend to their customers' needs and wants.  Keeping in mind that they might expect customers from diverse cultures, backgrounds; different ways of mentality, they should know that above all, customer satisfaction matters for the sake of a  better reputation of their company; moreover,  for the good on going business by their future potential customers. 

☆  CSWs should keep in mind the three goldens which are: listen, empathise and take charge. 

☆ CSWs should also know that just because of their position doesn't mean that they should treat their  customers with no respect or people who should never have it at all.

If I am a manager looking for potential CSW, I would look for someone who has good communications skills, as the job requires interaction with different people. He must also be customer-centered so that he can cater to the needs of his customers effectively. Empathy is also a huge favtor in the industry that he must possess. Lastly, hw must have the right skillset to accomplish his job well.

If I were to be the manager hiring a customer service worker, I'd look for applicants who can acknowledge the customer's question effectively, show empathy not sympathy, give them special treatment, a worker who can easily build a very good relationship with the customer and appealing to customer's desire effortlessly 

When hiring new staffs as the manager of customer service I would look for the following qualities in them

1. A person with good discipline

2. Who have good listening ability

3. Problem identifying and solving skill

4. Good facial gesture.

5. Energetic appearance.

6. Person with good knowledge.

As a manager, I'd anticipate the following aptitudes from employees:          

1. Applicants should adhere to the following skills- listen, empathise, and take charge. 
2. They should be equipped with following skills: communicating, problem-solving, and customer-service skills.
3. CSWs should be able to interact with customers verbally and non- verbally. 
4. Prior to the hiring, CSWs must've equipped themselves with the essential necessities: qualifications, skills, experience of past jobs, etc; so that when hired, it won't be challenging in reflecting their competency.                                
5. CSWs must be equipped to encounter diverse customers with distinct attitudes- some being aggressive, violent- in either case, they shouldn't take it personal or respond in kind; rather they should keep in mind that some might respond "with a perspective muddled by emotion" ,or unable to articulate out themselves .
6. CSWs should keep in mind that, as workers/ employers working in the company's behalf, they do aim at adhering well the rules and skills, so as to represent their firms well and earn more potential customers. 
7. CSWs should be familiar with the assorted ways of interacting with customers; such as communicating face-to-face, telephone, computer( using VOIP services)
8. CSWs shouldn't misbehave to customers because of their status; rather they should equalise as they would ,in turn ,want to be equalised too.
9. And finally- as their title implies, CSWs' duties are the following:        ● answering questions;                        ● resolving issues;                              ● Listening and catering their customers' needs and wants;              ■ Providing info about products and services;                                                ■ Handle returns or refunds when necessary;                                             ■ Refer customers to supervisors and managers , if the issue is above them.                                                      ☆ Make research of solutions and answers for issues.

As the customer service manager, I will look for applicants with good communication skills. Empathy is crucial so they can understand and care about customer's problems.

Previous experience in a customer service position, do they seem personable and relatable, check their resume for technical skills needed for the position, if there's none, could they learn the new software relatively fast.

Problem solving is a must. They should be quick thinkers to fix issues. Being adaptable is important for handling different situations, and having a mindset focused on satisfying the customer's needs and in time. Picking candidates with these qualities, I aspire to building a team that not only solves problems efficiently but also leaves customers satisfied.

The key traits and skills I’d look for as a manager hiring a new CSW are: Previous experience and grades of applicant,Good communication skills as it’s a job that surrounds holding of conversations and requires providing solutions, must be able to take possession or ownership of customers problems,must be computer literate,have a good telephone skills and so on. 

Como gerente de servicio al cliente, buscaría candidatos con buenas habilidades de comunicación, tanto escritas como verbales y que sepa escuchar, con capacidad de resolución de conflictos y pensamiento crítico, que posea empatía y una personalidad agradable, que sepa adaptarse a distintas situaciones que se le puedan presentar, y que sepa manejar herramientas como softwares que permitan una atención al cliente óptima y sencilla.

Given a chance to be the manager hiring new workers for my staff there are some of skills I would want them to have such as:

•  good communication skills
•  organized
• familiar with computers
•   ability to help and calm down angry or frustrated customers. 

If I were to be a customer service department manager I'd hire an applicant with good communication skill, empathy, problem solving skill, patience and customer service skillets to be able to resolve customer query in a professional manner inorder to achieve customer satisfaction.

As a manger I would look for staff members that have good commutation skills, able to smile, make sure a customer is satisfied, heard, know that we are more than willing to help them with anything to our best ability. Also, would love to see in an interview is a member who is willing to learn from their mistakes and to admit when they are wrong and ask questions to make sure they understand what to do. 

I will need an applicant highly skillful in listening practice, able to communicate easily both writing, and speaking skills, full of willingness and ready to help people. He must be a problem-solver, empathetic and diligent.