Consider this scenario; You subscribed to a telecom service such as Xfinity, and you suddenly need help figuring out how to set up your Xfinity internet equipment. How will you deal with this? The only plausible answer in this scenario is to call Xfinity customer service, which will guide you through setting up the equipment.
All businesses and organizations have customer service departments aimed at helping customers make the best use of their products or services. Learn about some of the significant responsibilities of customer service agents.
7 Responsibilities of Customer Service Agents
The following are the primary listed responsibilities of all customer service agents;
To Answer Queries About Company’s Products or Services
This is quite obvious; you are calling the company’s customer service because you have questions about their products or services. These queries can be anything from how to use the product or avail of the service, how to install/apply, and how to pay for the product or service.
The customer service agents are trained to know about the company’s offerings to provide a quick and comprehensive response to your queries.
To Process Orders and Transactions
This is also one of the jobs of customer service agents. Suppose you like a product that you want to buy. In that case, you get directed to the company’s customer service agents, who walk you through the purchasing procedure, including processing orders and making transactions.
That is also possible online; if you want to check the delivery status of your order, you can send a DM (i.e., direct message) to the customer service agents and receive a response from them.
To Deliver Information About the Brand’s Offerings
Customer service agents also provide you with information about the company’s offerings. If you were looking to buy internet service from Xfinity, reaching out to their customer service agent is a great way to get information about Xfinity services. You could learn about the Xfinity plans and their pricing, the speeds they offer, the number of devices supported by each Xfinity internet plan, etc.
Hence, this primary responsibility includes assisting you (the customer) with inquiries about products or services.
To Resolve and Troubleshoot Technical Issues
Resolving and troubleshooting technical issues are typical duties of customer service agents. They help install, customize, maintain, and upgrade products you purchase through the company.
Since these agents know the company’s products and services, these agents are also trained to help you deal with technical issues. If these technical issues cannot be resolved through indirect communication, these agents send a technician to your house to help you determine the problem with their products.
To Handle Customers’ Complaints
The customer service agents have had their fair share of customer complaints. You can share any complaints about the company’s products or services with the customer service agents. They are trained to deal with a wide variety of customers and have exceptional skills such as good listening, empathy, using positive language, etc.
That is why any complaints you might have about the company’s products or services; you can share them with the customer agents. They will help you appropriately resolve the issue.
To Collect Customers’ Feedback
While you are complaining to the customer service agents about the issues in using the company’s products or services, the very same agents are also taking notes about how they can prevent this issue from arising again in the future.
These customer service agents thrive on your feedback because how else would they know of any positive or negative impact that their products/services had on your life?
To Respond to Customers’ Reviews
Nowadays, with the internet being a public platform, you can post reviews about any brand, no matter what kind of experience you have with them.
The brand’s customer service agents are also reading these same reviews; it is one of their job responsibilities. When it is positive reviews left behind by customers, these agents give appreciative responses, encouraging them to continue using their products or services. But when these reviews are negative, the customer support agents try to convert these unpleasant experiences into positive ones by helping the customers resolve their issues.
Final Thoughts
In summary, you can already see that customer service agents have various responsibilities. However, these tasks are too much for just one person to do, which is why a whole team of customer service agents is working to help you make the best use of the company’s products or services.