Customer service is a helping profession a csrs career is full of surprises and challengesand it can yield immense personal satisfaction in this second volume in the call center agent handbook series author cliff hurst provides readers with a solid foundation in the fundamental skills they need to handle each and every call in a way that mutually benefits their custom. Tsrs csrs and all sales and service staff can employ the voice of customer service to great benefit if you use the telephone you should employ the voice of customer service professional speaker and trainer craig harrison founder of expressions of excellence shows you how craig harrison 510 547 0664. A call center representative is the voice of the company ensuring every customer receives the individual attention that either satisfies or mollifies them with the nearly countless number of situations that can crop up during a conversation call center reps must have a variety of skills to manage them and provide excellent customer service. There are certain customer service skills that every employee must master if they are forward facing with customers without them you run the risk of finding your business in an embarrassing customer service train wreck or youll simply lose customers as your service continues to let people down. Jay ivey an analyst at software advice a company that evaluates customer service systems says that customer service tone of voice over email chat or any other textual content is conveyed solely through language ie diction syntax punctuation in writing not through the speakers tone of voice or body language
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