Subject: Sherin Raj Passage
From: ashish dabral <[email-masked]>
To: shefali magan <[email-masked]>
Date: Thu, 30 Apr 2015 15:44:59 +0530 (IST)

I strongly agree to the fact that customer service agent is the face of any business. The customer service agent represents the brand when they interest with the customer in day to day life. It is very important for the customer service agent to ensure that each interaction with the customer needs to be a value add to the brand. We need to ensure that the customer is extremely delighted with the experience that is provided. The agent need to ensure that they provide alternative solution to the customer in case they are not able to help the customer. The agent should listen to the customer first, understand the issue and then with possible tools should provide the solution to the customer. The agent should follow basic etiquette in dealing with the customer. It is very important to be customer centric. We need to ensure that the customer is delighted as it will bring more and more customers into the business. The agent should believe in first time resolution to any given problem and in case the agent is not able to resolve the issue he should escalate the issue to the supervisor or probably seek assistance to help the customer. Top Brands like Google, Amex or any organization have always valued customer service as their focus point and the results are quite visible. So in order to be a great customer service agent, the prime focus should be customer and should believe in resolving the issue. The agent needs to empathize with the customer in case required. The agent should never blame the customer for any mishap. Always listen to the customer, acknowledge using verbal and non-verbal nods and then provide effective resolution to the customer. in the end of the call, always paraphrase to check with the customer whether they are happy with the resolution provided to them.