1. Demonstrate Knowledge of Products and Services
A representative with a strong knowledge and understanding
of the company's products and/or services will be better
prepared to answer questions and resolve concerns.
2. Be Passionate About Your Products or Services
A potential client can easily discern if a representative is
passionate about the service or product they are selling.
Even with all the knowledge about a product, a customer
service representative can fall flat without passion.
3. Practice What You're Going to Say
There is only one true recipe for a representative to have a
strong performance when speaking to a potential client:
practice, practice, practice.
4. Learn From the Team
While customer service representatives in a company tend to
work alone or in small groups, they can benefit from the
collaboration of the entire team. Customer service teams
should work together and learn how they can use their
combined strengths and experiences to benefit each member of
5. Give Feedback
Representatives will help themselves and their whole team
if they can learn to analyze what each teammate is doing,
identify techniques that work and ones that need
improvement, and then successfully communicate critiques and
suggestions to each other.
6. Receive Feedback
It's often easier to provide feedback to others than to
receive it. But it's a true strength when representatives
can be teachable and open to feedback and know how to apply
it to improve their work.
7. Be Accountable
When representatives learn to hold themselves accountable
for their work and failures without constant follow-up, they
will learn far quicker and be much more effective during
8. Set Goals
Goals should be set by every representative and team. Goals
provide milestones for salespeople to shoot for and provide
a measuring stick to gauge progress.
9. Measure Improvement
The only way for a representative or customer service team
to know if they're making progress and increasing their
skills is to measure the improvements. Measurements should
include improved customer service, a demonstration of
increased knowledge of the products and services, and
improvements in skill and abilities.
10. Gauge What Works in Real Life
As representatives and teams work together to build these
traits, they must also be aware of what works best in the
real world as opposed to what only works in training and
role playing. Understanding how clients feel and act is
crucial to implementing the above traits in a way that will
best benefit the client.
About the Author
Chris Bijou is CEO of
iDealResponse - provider of the first verbal response management
(VRM) system that measures and improves proficiency in sales and
customer service interactions. It provides real-time, peer-based
training to help employees deliver content that is compelling,
engaging, accurate and is delivered with the right tone. It has
been adopted by Fortune 100 companies, including four of the top
10 financial services companies.