Trying to find an online job? Well, it’s a fantastic decision because you can actually earn reliable income online in the safety of your home. You can also have more time with your family or your passion projects. So, what are your options? Why not try becoming a phone support specialist?
What Does a Phone Support Specialist Do?
Most people want to get a resolution as fast as possible for their product or service concerns. That’s why they call phone support specialists to assist them in real-time. They can get the answer right there and then while explaining themselves fully without the need to type a long email message or chat.
That’s why phone support specialists are in demand today. The job might sound simple, but you still need skills to become a top-notch one. With that, here are 7 essential skills to become a sought after phone support specialist.
English Conversation Skills
Most likely, you will have foreign clients with English as their primary language. As Filipinos, we have an edge because it’s our second language. And we adopted a relatively American sounding accent.
But even with this, you should have English conversation skills to communicate with your customers effectively. You should know how to engage in natural conversations with them with proper grammar and diction as well.
In this way, all communications will be more straightforward, and you can address their concerns well.
A conversation is a two-way street. You should not only talk but also listen to what the other person is saying. And this is especially important in customer service.
You should listen to their concerns, not just to answer, but to find snippets of information that can lead to resolving their problems. A lot of phone support specialist forget that. That’s why it’s an edge for you when you truly listen to them.
And speaking of problems, do you need to troubleshoot further to understand more? Your problem-solving skills will come in handy during these situations.
When you find the root cause of their concerns, you should be quick in finding solutions to them. With the list of common problems, you can address their qualms when you pinpointed the issue. By having problem-solving skills, you can fix the dilemma as soon as possible.
The processes of helping your client involve a lot of communication skills. How can you get information from them in an accommodating manner?
If they don’t understand an instruction, how do you relay the information to them in a polite way? Your communication skills will be tested. You should be straightforward enough not to waste their time and sensitive enough not to elicit any misunderstandings.
With the right balance, you can surely solve their problems with a smile on their faces after.
Phone support specialists will have a general script for almost every scenario. But remember, these are just guidelines. After all, you’re talking to human beings.
So, you should be adaptable enough to customize your responses depending on the situation. With this, your customers will know that they are being taken care of thoroughly.
Know that not everyone has the same level of understanding. Some customers might take a few seconds to solve their problems. In contrast, some might take far more than that.
Always be patient. Have the patience to help your customers with their problems, even if it might take time. Read between the lines and try to pinpoint the cause while being respectful. Your patience can get you a long way.
Not every customer will be easy to handle. Some are direct spawns from the netherworld. And can become seemingly illogically furious from the get-go. Have the empathy to understand where they are coming from.
They might be in some form of distress and frustration from their problems. Or maybe they are just having a bad day, which you are not really in control of.
Have the empathy to listen. And as much as possible, still answer and aide them with their problems with respect. You’ll never know; this kind gesture might lead to a loyal customer.
Do you have what it takes to become successful in this field? Try to practice the skills above, and you’ll sure prosper in this career.
If you want to explore phone support opportunities, check this link to find out more.