How The Internet Has Changed The Way We Approach Customer Service

The role of a customer service representative (CSR) has evolved over time to include many more challenges. However, technological advancements in the modern digital age have included many new and very powerful tools to aid them. For example, social media has provided a more direct way for CSRs to handle prospects and customer requests in a more personable and efficient manner. 
Historical Context
Many years ago, the role of the customer service representative was relatively simple. Typically, these jobs were handled by clerks, assistants and secretaries. Although there are still many similarities, the CSR role has expanded and grown over time. Rather than waiting for days, customers may now place a request and most often receive an immediate response. 

As time has progressed, businesses have become more competitive. Often, what sets them apart is how well their customer server teams are able to provide a higher level of service. This is just one reason that the customer service rep has become such an instrumental and integral part of successful business operations.Present Day CSR Roles
Today, CSRs are doing much more than simply answering phones and entering orders. In fact, the job of taking orders is sometimes separate and independent of customer service. Almost every company has a department or at least one individual who is responsible for ensuring that customers are satisfied.

The above can be accomplished in a variety of ways. From answering complaints to monitoring comments online through websites such as gripevine.com, there are numerous ways that representatives work today. For example, many of them are charged with monitoring special websites that are designed specifically to address customer service issues. Nearly every business website has a customer service link that invites email or form requests designed for customer service responses.Social Media
There is no denying that social media has impacted the way that business is conducted today. In the past, people made nearly all of their purchases in person at stores. With the advent of mail order, catalog sales became popular and many people ordered by phone. Once the Internet became popular, all of that changed. Customers are now able to shop continually over the Internet through many different types of websites.

As a result - businesses have become far more competitive. This means that more companies are vying for the chance to develop a strong customer base. CSRs are a very important aspect for these activities. One reason is that there is no better advertisement for a company than a satisfied customer. Much like word of mouth, social media has the power to both enhance and damage the reputation of businesses.Modern CSR Skill Sets
Whilst marketing professionals usually focus upon new prospects while courting existing customers, the main focus of the customer service representative is to ensure customer satisfaction. Many are able to monitor forums and conduct Internet searches to find instances where customers may have posted a complaint. With this capability comes a new and effective way of handling these issues. For example, many savvy customers can log onto a business Twitter account and contact companies concerning their disputes.

To be effective, CSRs need to stay abreast of current trends and continually find new ways to reach out to customers to ensure their satisfaction. Thus, in many companies, a they could be a designated sales assistant, account manager or similarly situated presence within companies of all types.In order to be effective at their jobs today, customer service reps must be technologically savvy. This means they need to be familiar and comfortable with social media, email, forums, websites and sophisticated online complaint systems. Above all, this new skill set is imperative in order to stay competitive in both the business sales and professional career marketplace. 

Georgina Clatworthy writes regularly on topics relating to business, communications and media.  As a consumer she believes that most companies do care; however, sometimes complaints get lost in the system or are simply not properly dealt with.  Website, gripevine.com offers consumers and businesses a second chance to reach a positive resolution through its innovative automated response system which notifies businesses when a complaint is received.