客户代表

什么是客户代表？

客户代表是代表公司与客户沟通的员工。客户代表代表公司、公司的产品或服务。

当客户致电/写信时，他们会解决客户的问题、询问或投诉。客户可以通过电话、电子邮件、实时会话或其它渠道联系客户代表。

客户代表会接收相应的培训。但是他们必须具备某些重要的技巧（例如表达、倾听）他们在公司中的地位非常重要——他们是公司的声音。

What does a customer service Representative do?

• responds to customer’s complaints
• provides knowledge/information
• communicates with customers through multiple channels
• assists with cancelations, refunds or exchanges
• answers customer’s questions

How can customer service software help customer agents?

以下是各种益处：

• ability to handle all customer queries from one interface
• faster response time
• organized tickets into proper departments
• all customer data in one system

Customer service software, such as LiveAgent combines an excellent Live chat, ticketing, and automation that allow you to provide exceptional support to your customers.

How to become a customer service representative?

So what makes a good chat representative for customer service? There are usually no specific qualifications for a first entry customer representative. Although, having a high school diploma is a must in most companies. There are more important factors that play a role in the hiring process. There are certain natural skills recruiters usually search for. The most important one is your communication skills.

But, let’s break it down a little more. There are 2 important skill categories that every customer service agent should have. The first and most important one is soft skills. The second important skills are technical. What the company can teach you is the technical side of the product/services. Yet, they cannot teach you soft skills. Every customer/situation is unique. Thus, understanding the customer or the situation needs to be intuitive.

我们提到，你往往可以通过培训的方式学习这项工作技术方面的知识。培训一般包含关于产品/服务、公司、内部项目等方面的知识。培训可以持续几周，不过有些公司的培训可以持续几个月。

培训中重要的一方面是影子学习。倾听有经验的客户代理或向其学习是培训开始时的实用战略。不过工作往往在培训中期就会开始，所以你需要边做边学。

公司往往会让你处理“容易”的客户。但是我们无法预测新员工接触的客户类型。不过不用担心，你的主管就在你身边，在每个环节都可以为你提供帮助。培训结束后，你可以请求高级客户代表或经理的帮助。

培训结束后，学习部分就告一段落。你需要边做边学。你将会遇到各种各样的不同情况。一段时间后你或许还需要接受关于产品或新程序的额外培训。时刻都有提高的空间。

相关文章

功能

了解 LiveAgent 的多渠道服务台软件功能，提升您的客户服务体验。探索 Ticket 管理系统、代理管理、冲突侦测、审计日志等全面特性，适合各种规模的企业，实现高效沟通与自动化操作。

Use case scenarios

Explore inspiring success stories of diverse companies using LiveAgent to enhance customer satisfaction, loyalty, and revenue. From global travel agencies like SATUR to innovative startups like FrëschKëscht, discover how businesses thrive with tailored customer support solutions. Start your 14-day free trial today – no credit card required!

集成

利用 LiveAgent 的集成、插件和应用程序，最大化提升您的服务台软件价值，提高客户满意度。了解如何通过将 AstraQom、GDMS、Owify 和 2APlus 等 VoIP 服务无缝整合到 LiveAgent 平台，优化您的业务运营。立即访问我们的网页，探索更多关于简化集成过程的有价值信息！

LiveAgent 聊天机器人

体验 LiveAgent AI 聊天机器人，自动化客户互动，快速解答问题，支持多语言，高效提升客户支持体验！