Why Getting the Right Customer Service Representatives Matters

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By Bethany Gallea

Topics: Hiring


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Why_Getting_the_Right_Customer_Service_Representatives_MattersWithout your customers, you wouldn’t have a business.It follows that customer service is incredibly important. It doesn’t matter what industry you’re in, or what services or products you offer. You need to provide the right support to your customers.

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With this emphasis on customer service, it only makes sense that you need the right Customer Service Representatives (CSRs) for your business. Just how important is having the right CSRs?

Customer Service is Your Last Competitive Advantage

There’s no doubt the market has become increasingly competitive in almost all sectors. No matter what industry you’re in, you might be feeling a bit of a squeeze as your competitors catch up with you or undercut your pricing model.

What can you do?

Some business experts agree that the only way for businesses to truly differentiate themselves in this day and age is to offer great customer service. The products and services you and your competitors offer may be so similar, it’s difficult to discern a difference. Customers may switch brands at the drop of a hat, particularly if your competitor offers a better price.

Customer service makes the difference. Most customers indicate they’ll switch companies if they’re unhappy with the service they receive. The inverse is also true. Customers will stay with your company longer if they’re getting great service.

It Takes Less to Retain a Customer Than to Gain a New One

Customer service is a competitive advantage. There are also financial incentives for providing outstanding customer service.

It costs at least six times more to gain a new customer than to retain one you already have. What’s more, customer value often increases over the long term. The longer a customer is with you, the more likely they’ll buy more, and buy more frequently.

Given that customer retention also costs you less, you can see that the return on keeping your existing customers happy is even higher. Providing a great customer experience is of the utmost importance.

Who You Hire Matters

Now you can see why it’s important for your business to deliver outstanding customer service. It only makes sense that you need the people who deliver that service to be outstanding as well.

Someone who is dedicated to helping your customers and believes in your business is going to be a more enthusiastic representative. They’ll work harder to help customers find the right solutions. The best CSRs are also empathetic. They feel for your customers when they have problems or are frustrated. They want to help and find solutions.

Now compare someone who is only interested in putting in their hours and doing the bare minimum. They’re not going to deliver the best possible service for your customers. In some cases, your customers might be more frustrated and unhappy when they hang up the phone than when they started.

How Can You Find the Right People?

It’s easy to see why hiring the right Customer Service Reps is important. You also know some of the qualities you’re looking for.

Now the question is, how can you find the right people for customer service roles in your company?

There are a number of strategies you can use to narrow the field of applications you receive. Be sure to use great job descriptions, and post the job in a range of different places. Using an applicant tracking system, or other recruitment technology can also help.

Finally, you can also team up with a staffing agency like Liberty Staffing. Finding the right Customer Service Representatives for your business is easier with an expert team on your side.


Bethany Gallea

I’m the Regional Business Manager of Liberty Staffing Services in Woodstock. I am an experienced manager with over 10 years of customer service, client relations, health and safety, and staffing experience. I have combined experience and training from retail, food and beverage, and staffing industries.

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