"A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. "
Gandhi's words closely echo across every service that engages customers . And that is why the role of a customer service executive is of utmost importance . Very often, the first thing that customers look for upon stepping foot into the premises of an office is to seek the customer service wing . Since getting lost is not a rarity , the customer service executive is seen as the one-stop solution to all their queries and doubts .
The CS Executive should be well-versed with the nuances of the firm he serves . Since they serve as the medium between the customer and the boss , they should be aware of the problems and issues at both the ends . An amicable appearance and an affable smell would do wonders in brightening the attitude of a frustrated customer . A CS Executive will have to perpetually brief the employees under him , maintain an effective tracking system to make sure complaints lodged by customers have been rectified , help the company reach specific sales targets and most importantly maintain customer records . Even in the event of facing an angry customer , patience and a willingness to learn their problems could go a long way in cementing the role of a customer service executive.