Customer Service Spotlight: Kara Fouts

Kara Fouts
Supervisor II, Customer Service

Being a Customer Service Representative is arguably one of the most important and most challenging positions within a company. Customer Service Representatives are the face of a company to the customer and are often the only contact a customer has with a company. Below are 5 tips for CSRs to keep in mind when delivering great service:

1. Keep a positive mindset. Customers can hear your smile when you answer the phone. They can also sense when you are frustrated or upset by your tone. Take scheduled breaks and do something you enjoy, such as reading a book, listening to music, exercising, or meditating. Keep photos of your family or pets on your desk or personalize your workspace with your favorite décor to create a positive vibe.

2. Never take upset customers personally. An upset customer isn’t frustrated at you, they are frustrated with their situation. Allow them to air their frustrations and try to relate to their situation. Let the customer know you are here to assist them and do the best you can to meet their need.

3. Give the customer options. Everyone likes to have options available to them. Even if you are unable to meet a customer’s request, you can generally help guide them to someone who can help or give other available options that would satisfy their need. Providing customers with payment options, contact information for help agencies, or explaining all of the billing options available to them goes a long way in customer satisfaction.

4. Be mindful of your wording. The way you deliver a message to a customer can be just as important as the message itself. Try to use positive wording instead of negative, focusing on what you can do for the customer instead of what you cannot do. For example, if you are unable to adjust a customer’s bill, instead of saying “We do not adjust customer bills, I’m sorry but I cannot help you”, say something like “While I cannot adjust your bill, I see you are eligible for a payment plan of up to X# months and I can also give you the contact information for some agencies who may be able to assist in paying your bill”.

5. Remember we are here for and because of our customers. Customer Service wouldn’t be a department if it weren’t for our customers. It is our duty to serve them to the best of our ability, answering questions or resolving issues in a friendly and timely manner. If follow-ups are needed for a complex issue, continue to check in with your customer as needed until their issue is resolved. Going the extra mile for our customers shows how much we really do care for them!

If you are interested in joining our Customer Service team, check out our career site for more information and to apply.