Customer
Service Experience- I think it's important for someone to have experience
working with customers in a professional setting. It helps them
understand how to act in a professional setting.
Active Listening
Skills/Deductive Reasoning- I think it's often important for an Operator to be
able to listen to the caller carefully and determine what they are
calling about in order to not only more efficiently take care of the caller,
but also make sure that the caller does not get upset by repeating themselves.
Inflection in Voice
(phone voice)- It's often hard to tell someone's tone/mood, etc over the
phone. Having someone that can create the right tone in their voice to
the caller can often times help a difficult call be more easy, or comfort a
caller that may be in distress.
Empathetic- Being able
to relate to the caller and how they are feeling will allow them to open up and
get the appropriate questions answered and the customer feel as though they are
truly being taken care of by someone who cares.
Patience- Often times
callers can be hard to understand, phone connections can be poor, or a caller
could be extremely irate. Having someone that can be patient with the
caller and not get upset can be key in handling some of these situations.
