Final answer:
CSRs must develop strong communication skills, self-motivation, team interaction ability, and professional behavior to exceed service expectations and meet goals. Being resourceful and minimizing distractions are key, along with developing skills like quick decision-making and effective one-on-one communication.
Step-by-step explanation:
To exceed the service expectations of all types of customers as well as meet production goals, CSRs must develop a range of qualities. Strong communication skills are essential, which include the ability to initiate, establish, and maintain positive relationships. Being self-motivated and success-oriented is also crucial to deliver against goals.
Moreover, it's important for CSRs to demonstrate the will to engage in strong team interaction and have the ability to work with others. This includes recognizing the importance of a positive attitude, adaptability, quick learning, reliability, and hard work. Additionally, CSRs should have strong technical skills, potentially including experience in product development.
Professional behavior is foundational, which means maintaining a professional appearance, treating everyone with respect, and showing a commitment to excellent customer service. Moreover, being resourceful, proactively offering solutions to problems, and minimizing the need for supervision by providing updates are all aspects of exceeding service expectations. It is also key to minimize distractions, stay focused at work, and demonstrate support for the company's goals.
Lastly, CSRs should develop skills like making quick decisions, valuing human connection, and being able to communicate effectively one-on-one. They should also be able to reduce frustration and anxiety for themselves and customers, which can help in providing excellent service. Cultivating concentrated listening, situational awareness, and a vested pursuit of understanding customer needs will all contribute to exceeding service expectations and meeting production goals.