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Four Customer Service Skills Representatives Need in 2021

For much of the world, a lot has changed in the past year. Businesses will have to make lasting changes accordingly. Here at TeleRep, we feel as though we have learned a lot about how our customer service representatives can take away from 2020 and apply to 2021. Here are some customer service skills that we will place a heightened emphasis on in the coming year.

Four Customer Service Skills Representatives Need in 2021

Here are some customer service skills all representatives should have in 2021.

A Personal Touch

For many people, 2020 was a year of more isolation than ever before. Part of this is a natural consequence of working remotely and social distancing for the greater good. But isolation has become a real issue for many people. As silly as it may sound, phone calls with customer service representatives may have become one of the only forms of social interaction people can experience.

When customer service representatives read off a script, they come across as cold and lifeless. The person on the other end of the line doesn’t get the sense that they’re speaking to a human. For this reason, it can sometimes be best to inject a personal touch into the conversation.


Going along with our previous point, 2020 was a year characterized by intense emotion for many people. Often, people’s emotions from other areas of life can spill over into phone calls with customer service representatives.

One of the best customer service skills for representatives to have is empathy. Often, when escalated phone calls occur, what the individual on the other end of the line wants just as much as a solution is to be heard. If you work in a call center, having strong empathy is one of the best ways to give customers the excellent customer service they deserve.

Comprehensive Knowledge

One of the hesitations some small businesses have about hiring an external inbound call center or virtual receptionist is really a concern of training. It can be hard for outsiders to understand how our representatives can truly gain an in-depth knowledge of the products or services our clients provide.

Here at TeleRep, no agent will pick up a phone call before they have an encyclopedic knowledge of the information they need to do so. In 2021, we will strive for the highest standard of knowledge and understanding we can achieve. You can put your trust in us.

Contact TeleRep Today!

If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on FacebookTwitterLinkedIn, and Pinterest.


This entry was posted on Thursday, January 7th, 2021 at 2:04 pm. Both comments and pings are currently closed.

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