• Customer service representatives are responsible for taking customer inquiries.call-center image by Yvonne Bogdanski from Fotolia.com
  
  Customer service representatives act as envoys or ambassadors for a company. They personally communicate with customers to obtain feedback, listen to complaints, and disseminate important company information. The importance of this job means that a customer service representative needs to have highly developed communication skills that must be demonstrated when the representative interviews the customer to obtain the necessary information, leaving a good impression.
  
  

Communication Skills

• Communication skills are imperative for the customer service representative. Representatives need to convey themselves in a clear and concise manner to properly inform the customer and avoid confusion. This is especially true when the interview process involves giving the customer directions. For example, imagine a representative has to go through a step by step process to help a customer troubleshoot an electronic device. Not clearly explaining each step will prevent the customer from following the steps correctly and the issue will not be resolved.
  
  

Listening Skills

• Listening skills are another important part of the customer service representative's skill set. A customer gives information that needs to be addressed and the representative must use each piece of information to formulate an excellent response. Sometimes customers jare not eloquent enough to properly convey their issues. This is where having a good ear and the ability to decipher unclear messages is important. The representative will often have to read between the lines. For example, a customer calls a representative because he is having a problem with an electronics device but can't properly explain the problem. A qualified customer service representative must understand the customer's problem, even if the customer isn't being clear. Listening carefully to the information the customer is able to provide will help the representative understand the situation and give the appropriate advice.
  
  

Behavioral Skills

• Behavioral skills are important to demonstrate during the interview process because customer service representatives are spokespeople for the company. When customers call a representative with a problem, they expect a certain level of professionalism. The slightest sign of anger or frustration towards the customer will reflect poorly on the company. As such, it is always important for customer service representatives to remain calm under pressure and to always maintain a helpful and cordial attitude. This will improve customer relations and the perception of the company.