Dear Candidate,

Dear Candidate,

Here is your chance to work with the country's best private life insurer.

Walkin @ HDFC Life for a great career opportunity

We are hiring for Senior Associate - Operations.

Job Description :-

To ensure customer service and support all backend operation like NB, PS, Accounts Revival, Lead Generation. To
create customer delight at every interaction.

Customer Relationship and Services:-

* Interacting with external customers and internal customers and addressing their queries, requests and complaints.
* Complaints Management- addressing customer complaints at the branch, system updation, coordination with
Sales/HUB/ other functions for resolution.

New Business Processing:-

* Handling end to end New business processing starting from creation of Client id,Case start up, New business login,
Follow up for policy issuance, Quality Check.
* Follow-ups with HUB for case setup and FR generation.

Policy Servicing:-
* Refunds processing and dispatch
* Undelivered policy documents tracking and management.
* Maintenance of all files and registers.

Trainings:-
* Conducting and Facilitating training for FC's and SDM's in the respective branches.

Documentation:-
* Maintenance and updating of all kinds of Reports like MINT, PEPPER WONDERS, Files and Registers, Updation of
Customer's information

*Do minor and major changes in the policy as per the customer's request.
*Minor Change e.g. Change in name, address, etc
*Major Changes e.g. Cancellation of policy, transfer funds to new

REQUIRED CANDIDATE PROFILE:-S

Qualification: Graduate in any stream

Experience: Experience into Operations & Good communication Skills (Insurance Preferable)

Interested candidates can walk-in as per the following details:

Date of Interview: 05-June-2014 (Thursday)

Timing: 2.00pm to 4.00pm

Contact Person: Rupalita

Venue: HDFC Life Insurance company Ltd.

HDFC Life , Corporate Office,
11 th Floor, Lodha Excellus,
Apollo Mills Compound,
N.M.Joshi Marg, Lower Parel,
Mumbai .
 Kindly carry any photo ID Proof and your updated resume.

This is Mass Mailing Activity, Kindly ignore If not Suitable to your profile. Thanks and Regards,
Jigisha Purohit Talent Acquisition Team HDFC Life, Corporate office

What is the Full Form of SDM ?

SDM - Sub-Divisional Magistrate

The Sub-Divisional Magistrate is the head official of a country's subdivision, responsible

for maintenance of law and order in the Sub-Division. He enjoys powers of Executive
Magistrate as well as Collector/Astt. Collector Ist Grade and has several executive and
magisterial roles to play.

Respondibile of SDM:
Registration of vehicles
Grant of driving license
Registration of marriage
Permission for loudspeakers in an area
Issue & renewal of arms licenses

Introduction

HDFC Life is a joint venture between Housing Development Finance Corporation Limited (HDFC), India's leading
housing finance institution and Standard Life plc, the leading provider of financial services in the United Kingdom.

HDFC Ltd. holds 72.37% and Standard Life (Mauritius Holding) Ltd. holds 26.00% of equity in the joint venture, while
the rest is held by others.

HDFC Life's product portfolio comprises solutions, which meet various customer needs such as Protection, Pension,
Savings, Investment and Health. Customers have the added advantage of customizing the plans, by adding optional
benefits called riders, at a nominal price. The company currently has 23 retail and 8 group products in its portfolio,
along with 9 optional rider benefits catering to the savings, investment, protection and retirement needs of
customers.
HDFC Life continues to have one of the widest reaches among new insurance companies with about 500 branches in
India touching customers in over 900 cities and towns.The company has also established a liaison office in Dubai.
HDFC Life has a strong presence in its existing markets with a strong base of Financial Consultants.
Brief Profile of The Board of Directors

Mr. Deepak S. Parekh

Mr. Deepak S. Parekh

is the Chairman of the Company. He is also the Chairman and Director of Housing Development Finance Corporation
Limited (HDFC Limited). He joined HDFC Limited in a senior management position in 1978. He was inducted as a
whole-time director of HDFC Limited in 1985 and was appointed as its Chairman in 1993. Mr. Parekh is a Fellow of
the Institute of Chartered Accountants (England & Wales).

Mr. Gerald E. Grimstone

was appointed Chairman of Standard Life in May 2007,

Mr. Amitabh Chaudhry

Managing Director and Chief Executive Officer
Mr. Amitabh Chaudhry is the MD and CEO of HDFC Standard Life Insurance Company Pvt. Ltd a joint venture
between HDFC Limited (one of the largest professionally managed and diversified financial conglomerates in India)
and Standard Life Plc of UK. He has been with the company since January 2010. HDFC Standard Life is today
recognized as the premium brand in the insurance space and is one of the Indias largest private insurers. Before
joining HDFC Standard Life, he was the MD and CEO of Infosys BPO Ltd and was also heading the Testing unit of
Infosys Technologies Ltd. He played a critical role in building the BPO company from its inception to an extremely
profitable business with presence in eleven centers across seven countries. He started his career in 1987 with Bank
of America and worked in diverse roles ranging from Head of Technology Investment Banking for Asia, Regional
Finance Head for Wholesale Banking and Global Markets and Chief Finance Officer of Bank of America (India). He
moved to Credit Lyonnais Securities in 2001 where he headed their investment banking franchise for South East Asia
and structured finance practice for Asia before joining Infosys BPO in 2003. Mr. Chaudhry completed his Engineering
in 1985 from Birla Institute of Technology and Science, Pilani and MBA in 1987 from IIM, Ahmedabad.

Life Insurance
AA A

Filed Under: Estate Planning, Life Insurance, Wills

Definition of 'Life Insurance'

A protection against the loss of income that would result if the insured passed
away. The named beneficiary receives the proceeds and is thereby safeguarded
from the financial impact of the death of the insured.
Investopedia explains 'Life Insurance'

The goal of life insurance is to provide a measure of financial security for your
family after you die. So, before purchasing a life insurance policy, you should
consider your financial situation and the standard of living you want to maintain
for your dependents or survivors. For example, who will be responsible for your
funeral costs and final medical bills? Would your family have to relocate? Will
there be adequate funds for future or ongoing expenses such as daycare,
mortgage payments and college? It is prudent to re-evaluate your life insurance
policies annually or when you experience a major life event like marriage,
divorce, the birth or adoption of a child, or purchase of a major item such as a
house or business.

Term Insurance
This type of life insurance policy is a contract between the insured and the life
insurance company to pay the persons/s he has given entitlement to receive the
money, in the case of his/her death, after a certain period of time. These policies
can be taken for 5, 10, 15, 20 or 30 years.
Endowment Policy
In an endowment policy, periodic premiums are received by the insured person
and a lump sum is received either on the death of the insured or once the policy
period expires.
Money Back Life Insurance Policy
This policy offers the payment of partial survival benefits (money back), as is
determined in the insurance contract, while the insured is still alive. In case the
insured dies during the period of the policy, the beneficiary gets the full sum
insured without the deduction of the money back amount given so far.
Group Life Insurance
This is when a group of people have been named under a single life insurance
policy. It is popular for an employer or a company to add employees under the
same policy. Each member of the group has a certificate as legal evidence of
insurance.
Unit Linked Insurance Plan
ULIPs (Unit Linked Insurance Plan) offer the insured the double benefit of
protection from risk and investment opportunities. ULIPs are linked to the market
where the insureds money is invested to help earn additional monetary benefits.
 Life insurance types and options
Four major types of non-variable life insurance coverage are:

Term Life
Whole Life
Guarantee Universal Life
Index Universal Life

Each of these provides a death benefit, but they can differ significantly in length of coverage, premium
flexibility, accumulation and distribution of cash values, and other factors. While specific policies vary by
company, these general descriptions can help you understand the basic differences.

Term Life Whole Life Guarantee Index Universal Life

Universal Life

Coverage Temporary Lifetime Up to lifetime Up to lifetime

needs period of time
10-30 years

Cash value No cash value Guaranteed Interest crediting Interest crediting rate can be
accumulation cash value rate set by the linked to the percentage
insurance company change of an index

Premium Fixed for an Fixed Flexible Flexible

flexibility initial period

Guaranteed For length of Lifetime Lifetime coverage or Guarantees typically range

death benefit term period "dialed down" to any from 10-30 years
coverage length of coverage
Term Life Insurance
Term life insurance is basic coverage that generally does not build life insurance policy cash value.
Consumers typically buy term life insurance to provide death benefit protection for a specific period of
time.

Premiums for term coverage are usually initially lower than other types of life insurance because the
policy only provides a death benefit for a defined period. Later, some term insurance policies can be
extended or converted into another type of coverage.

However, if you renew or convert your coverage, your new premium will probably be higher than your
previous coverage, and can continue to increase as you grow older.

Whole Life Insurance

As its title indicates, whole life insurance provides a lifetime death benefit for a set premium amount and
builds cash value you can use while youre living.

The strength of a whole life insurance policy is that it provides guaranteed cash values and benefits in
return for fixed premiums. A trade-off to consider is that a whole life policy may build cash value at a lower
rate than alternative coverage options.

Guarantee Universal Life Insurance

Guarantee Universal life (GUL) insurance policies provide a death benefit as well as the opportunity to
build policy cash value. This coverage is different from term and whole life insurance because, within
policy limits, you can vary the amount and timing of your premiums. Typically, you can also increase or
decrease your death benefit (based on your insurability). As long as you maintain sufficient policy value to
keep your policy in-force, your policys flexibility enables you to pay premiums as your circumstances
allow.

Your cash value in a GUL policy is determined by the amount of premiums you pay, the declared interest
crediting set by the insurance company, and policy charges.

As a policyowner, you have more flexibility with GUL than with whole life, but you assume additional risk.
GUL policies usually have fewer guarantees than whole life coverage, so you must carefully manage
premium payments and any distributions taken to help ensure your policy will stay in-force. This type of
life insurance policy usually offers a built-in no lapse guarantee that can last for the lifetime of the insured
life or for a shorter period selected by the policyowner.

Index Universal Life Insurance

Index universal life (IUL) insurance includes the premium flexibility and adjustable death benefit that
typical UL coverage provides. Plus, IUL can provide the potential for greater policy value growth than UL,
with less risk to you than a Variable Universal Life policy.
 IUL policies link the growth of policy value to the percentage change of one or more widely-followed
financial market indices such as the S&P 500 Index, Nasdaq-100, or Dow Jones Industrial Average. As
a rule, IUL policies also include a fixed-rate interest crediting option.

Insurers offering IUL policies credit interest at rates that are linked to the percentage change of a selected
index. These companies typically provide a "crediting rate zone" with a cap that represents the maximum
crediting rate and a floor that represents the minimum crediting rate. Based on the percentage change in
the index, interest will be credited between the cap and floor.

With IUL, your policy value can be credited with higher interest rates than whole life and UL policies
typically provide. You may have greater downside protection than Variable Universal Life, but, compared
to Variable Universal Life, the upside potential is more limited.

Index Universal Life Insurance coverage is typically purchased for one of two
reasons:
A death benefit index UL product solution is designed to provide affordable death benefit guarantees
with the opportunity for cash value growth to provide financial flexibility.

A cash accumulation index UL product solution provides a death benefit, and is also designed to
accumulate policy value that can be used to supplement income, either as a withdrawal or policy loan, on
an income tax-free basis1 later in life

Complaints Management Policy

The Small Business Development Corporations (SBDC) commitment to service is backed by a
professional team dedicated to providing excellent service to the small business sector. Our aim is to
continuously improve our service by regularly surveying our customers to ensure we are meeting their
needs and expectations and encouraging feedback on our performance. This Policy provides
comprehensive guidelines for customer feedback and supports the Corporations Customer Service
Charter, Code of Conduct and the requirements of the Public Sector Management Act 1994

1. Purpose, scope and principles

1.1 Purpose

The purpose of this Policy is to:

provide an avenue for customer communication and feedback;
recognise, promote and protect the customers rights, including the right to comment and provide
feedback on service;
provide an efficient, fair and accessible framework for resolving customer complaints and monitoring
feedback to improve service delivery;
 inform customers on the customer feedback handling processes; and
provide staff with information about the customer feedback process.
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1.2 Scope

The Complaints Management Policy details the major components of the management of feedback. The
components include the receipt, management and determination of all customer feedback.
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1.3 Definition of complaint

A complaint is:
Any expression of dissatisfaction or concern made to an organisation by, or on behalf of, an individual
client including government agencies group or member of the public, that relates to the organisations
products or services, or the performance, behaviour and conduct of staff, or the complaints handling
process itself.
A complaint may be made in person, by phone, fax, email or in writing.
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1.4 Principles of effective complaints management

The customer complaint policy is based on the following principles:

customers should be encouraged to voice their concerns at the point of service as soon as they feel
unsatisfied. Staff may then be able to resolve the matter without delay;
wherever possible, complaints should be resolved at the point from which they originate; and
information about how and where to complain should be well publicised to customers, personnel and
other interested parties.
Complaint management mechanisms should be easily accessible to all complainants. The process should
be easy to find, use and understand.
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1.5 Objectivity

Each complainant should be addressed in an equitable, objective and unbiased manner through the
complaints handling process. The principles of objectivity include:
Openness; to ensure both personnel and complainants understand the complaints handling process.
Impartiality; to ensure a balanced consideration of all information/evidence is undertaken before a
complaint can be resolved without fear or favour.
Confidentiality; to ensure the complainants and customers identities are protected.
Accessibility; to ensure all parties concerned are aware of the complaints handling process and the
lodged complaints progress.
Completeness; to ensure all available information/evidence has been collected from both sides.
Equity: to ensure equal treatment to all people.
Sensitivity; to ensure each case is considered on its merits, paying due care to individual differences and
needs.
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 2. Policy

2.1 Customer rights

The Public Sector Code of Ethics requires all public sector employees to comply with the minimum
standards of conduct and integrity based around the principles of personal integrity, relationships with
others, and accountability.
Where a customer raises a complaint, they have the right to have that complaint:
received and addressed in strict confidence;
addressed in a spirit of helpful cooperation and sensitivity; and
resolved promptly.
To assist in achieving this, complaints will be kept separate from other records held by the SBDC and
information that would identify complainants will not be released in individual or aggregated form to
anyone not involved in the customer complaint procedure without prior written permission from the
Managing Director.
When a complaint cannot be resolved to the satisfaction of the complainant, customers have the right to
be referred to an external body.
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2.2 Staff rights

The Complaints Management Policy is designed to identify opportunities for improving customer
satisfaction with the delivery of products and services and enhance the customer/provider relationship.
However, it is recognised that complaints will sometimes name individual staff. In accordance with
the Public Sector Commission - Code of Ethics staff have certain rights, including the right to appropriate
feedback and communication on work performance, fair and consistent treatment and reasonable
avenues of redress. These rights are to be respected at all times, particularly in complaints where staff
are cited.
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2.3 Specific responsibilities

2.3.1 All staff

are responsible for receiving customer feedback;
are to give priority to assist in the resolution of customer complaints. They will resolve minor verbal
complaints where appropriate or refer more serious verbal or written complaints directly to their Director;
and
shall record the details of minor verbal complaints received and resolved and send to their Director.
2.3.2 Directors
ensure that the Complaints Management Policy is implemented in their respective section;
advise the Managing Director of the nature of any major complaints and action taken/to be taken;
document all complaints received and how they were resolved, including any changes that may be
required to delivery of service; and
review and investigate all unresolved complaints under the direction of the Managing Director.
2.3.3 Managing director
will take overall responsibility for any complaints and have them addressed through Directors as
appropriate.
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 All documentation regarding complaints should be placed on the official complaints file:
COM 007 - 2
Community Relations
Public Reaction
Complaints
Documentation regarding complaints shall be retained in accordance with the SBDCs Retention and
Disposal Schedule RD 2003034 approved on 2 November 2003.
Complaints management should be referenced in the annual report and information will include:
number of complaints received; and where appropriate,
amount of time taken to resolve the complaints; and
service improvements made as a result of the complaints received.

15 Customer Service Skills that Every

Employee Needs

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 simply losing customers as your service continues to let people down.

Luckily, there are a few universal skills that every support member can master that
will drastically improve their interactions with customers.

Below I'll go over the 15 most-needed skills that matter to this incredibly important position.

The Customer Service Skills that Matter

When most business publications talk about customer service skills, things like "being a people
person" tend to take the spotlight...

It's not that this trait is outright wrong, but it's so vague and generic that it is hardly a help to
those looking to get involved in support positions within a company, and certainly doesn't help
out entrepreneurs/founders who are looking for the right set of skills when hiring the all-
important folks who will be taking care of their customers.

With that said, let's get into some SPECIFIC skills that every support employee can master
to "WOW" the customers that they interact with on a daily basis...

1. Patience
If you don't see this near the top of a customer service skills list, you should just stop reading.

Not only is patience important to customers, who often reach out to support when they are
confused and frustrated, but it's also important to the business at large: we've shown you before
that great service beats fast service every single time.

Yet patience shouldn't be used as an excuse for slothful service either!

Derek Sivers explained his view on "slower" service as being an interaction where the time spent
with the customer was used to better understand their problems and needs from the company.
If you deal with customers on a daily basis, be sure to stay patient when they come to you
stumped and frustrated, but also be sure to take the time to truly figure out what they want
they'd rather get competent service than be rushed out the door!

2. Attentiveness
I feel like men may need to re-read this one twice, if girlfriends and wives are to be believed... ;)

The ability to really listen to customers is so crucial for providing great service for a number of
reasons.

Last week I went over a few customer feedback systems, and long before that I showed you the
data on why listening to customer feedback is a must for manybusinesses who are looking to
innovate.

Not only is it important to pay attention to individual customer interactions (watching the
language/terms that they use to describe their problems), but it's also important to be mindful and
attentive to the feedback that you receive at large.

For instance, customers may not be saying it outright, but perhaps there is a pervasive feeling
that your software's dashboard isn't laid out correctly. Customers aren't likely to say, "Please
improve your UX!", but they may say things like, "I can never find the search feature," or,
"Where is the _____ function at again?"

What are your customers telling you without saying it?

3. Clear Communication Skills

For all of the "mumblers" and people who love to ramble on (that's me!), you need to listen up!

It's okay to find out more about your customers, but make sure you're getting to the problem at
hand quickly; customers don't need your life story or to hear about how your day is going.
More importantly, you need to be cautious about how some of your communication habits
translate to customers, and it's best to err on the side of caution whenever you find yourself
questioning a situation.

An example: The last time I went to get work done on my car, I was told by an employee that if
I wanted to get an oil change, it would be "included" in my final bill.

I thought that meant I'd be getting it for free, yet as it turns out, that wasn't the case. The
employee apologized and I truly believe it was an accident (they just worked there), but I haven't
been back to that shop since because of the miscommunication.

When it comes to important points that you need to relay clearly to customers, keep it simple and
leave nothing to doubt.

4. Knowledge of the Product

As a non-technical guy, this is one I try to work on every single day.

The best forward-facing employees in your company will work on having a deepknowledge of
how your product works.

It's not that every single team member should be able to build your product from scratch, but
rather they should know the ins and outs of how your product works, just like a customer who
uses it everyday would.

Without knowing your product from front-to-back, you won't know how to help customers when
they run into problems.

5. Ability to Use "Positive Language"

Sounds like fluffy nonsense, but your ability to make minor changes in your conversational
patterns can truly go a long way in creating happy customers.
Language is a very important part of persuasion, and people (especially customers) create
perceptions about you and your company based off of the language that you use.

Here's an example: Let's say a customer contacts you with an interest in a particular product,
but that product happens to be backordered until next month.

Small changes that utilize "positive language" can greatly affect how the customer hears your
response...

Without positive language: "I can't get you that product until next month; it is back-ordered and
unavailable at this time."

With positive language: "That product will be available next month. I can place the order for you
right now and make sure that it is sent to you as soon as it reaches our warehouse."

The first example isn't negative by any means, but the tone that it conveys feels abrupt and
impersonal, and can be taken the wrong way by customers.

Conversely, the second example is stating the same thing (the item is unavailable), but instead
focuses on when/how the customer will get to their resolution rather than focusing on the
negative.

6. Acting Skills
Let's get real honest here... sometimes you're going to come across people that you'll never be
able to make happy.

Situations outside of your control (they had a terrible day, or they are just a natural-born
complainer) will sometimes creep into your usual support routine, and you'll be greeted with
those "barnacle" customers that seem to want nothing else but to pull you down.

Every great customer service rep will have those basic acting skills necessary to maintain their
usual cheery persona in spite of dealing with people who may be just plain grumpy.
7. Time Management Skills
Hey, despite my many research-backed rants on why you should spend more time with
customers, the bottom line is that there is a limit, and you need to be concerned with getting
customers what they want in an efficient manner.

The trick here is that this should also be applied when realizing when you simply cannot help a
customer. If you don't know the solution to a problem, the best kind of support member will get a
customer over to someone who does.

Don't waste time trying to go above and beyond for a customer in an area where you will just end
up wasting both of your time!

8. Ability to "Read" Customers

You won't always be able to see customers face-to-face, and in many instances (nowadays) you
won't even hear a customer's voice!

That doesn't exempt you from understanding some basic principles of behavioral psychology and
being able to "read" the customer's current emotional state.

This is an important part of the personalization process as well, because it takes knowing your
customers to create a personal experience for them.

More importantly though, this skill is essential because you don't want to mis-read a customer
and end up losing them due to confusion and miscommunication.

Look and listen for subtle clues about their current mood, patience level, personality, etc., and
you'll go far in keeping your customer interactions positive.
9. A Calming Presence
There's a lot of metaphors for this type of personality: "keeps their cool," "staying cool under
pressure," etc., but it all represents the same thing... the ability that some people have to stay
calm and even influence others when things get a little hectic.

I've had my fair share of hairy hosting situations, and I can tell you in all honesty that the #1
reason I stick with certain hosting companies is due to the ability of their customer support team
to keep me from pulling my hair out.

The best customer service reps know that they cannot let a heated customer force them to lose
their cool; in fact it is their job to try to be the "rock" for a customer who thinks the world is
falling down due to their current problem.

10. Goal Oriented Focus

This may seem like a strange thing to list as a customer service skill, but I assure you that it is
vitally important.

In my article on empowering employees, I noted that many customer service experts have shown
how giving employees unfettered power to "WOW" customers doesn't always generated the
returns that many businesses expect to see.

That's because it leaves employees without goals, and business goals + customer happiness can
work hand-in-hand without resulting in poor service.

Relying on frameworks like the Net Promoter Score can help businesses come up with
guidelines for their employees that allow plenty of freedom to handle customers on a case-to-
case basis, but also leave them priority solutions and "go-to" fixes for common problems.

Read more about this concept here.

11. Ability to Handle Surprises
Despite what I had to say above, sometimes the customer support world is going to throw you a
curveball!

Maybe the problem you encounter isn't specifically covered in the company's guidelines, or
maybe the customer isn't reacting how you thought they would.

Whatever the case, it's best to be able to think on your feet... but it's even better to create
guidelines for yourself in these sorts of situations.

Let's say, for instance, you want to come up with a quick system for when you come across a
customer who has a product problem you've never seen before...

Who? One thing you can decide right off the bat is who you should consider your "go-to" person
when you don't know what to do. The CEO might be able to help you, but you can't go to them
with every single question! Define a logical chain for yourself to use, then you won't be left
wondering who you should forward the problem too.

What? When the problem is noticeably out of your league, what are you going to send to the
people above? The full conversation, just the important parts, or maybe some highlights and an
example of a similar ticket?

How? When it comes time to get someone else involved, how are you going to contact them? For
instance, at Help Scout we prefer to solve small dilemmas over chat, and save bigger problems for
email, keeping inbox clutter down to a minimum.

12. Persuasion Skills

This is one a lot of people didn't see coming!

Experienced customer support personnel know that oftentimes, you will get messages in your
inbox that are more about the curiosity of your company's product, rather than having problems
with it.

(Especially true if your email is available on-site, like ours)

To truly take your customer service skills to the next level, you need to have some mastery
of persuasion so that you can convince interested customers that your product is right for them
(if it truly is).

It's not about making a sales pitch in each email, but it is about not letting potential
customers slip away because you couldn't create a compelling message that your company's
product is worth purchasing!

13. Tenacity
Call it what you want, but a great work ethic and a willingness to do what needs to be done (and
not take shorcuts) is a key skill when providing the kind of service that people talk about.

The many memorable customer service stories out there (many of which had a huge impact on
the business) were created by a single employee who refused to just do the "status quo" when it
came to helping someone out.

Remembering that your customers are people too, and knowing that putting in the extra effort
will come back to you ten-fold should be your driving motivation to never "cheat" your
customers with lazy service.

14. Closing Ability

To be clear, this has nothing to do with "closing sales" or other related terms.

Being able to close with a customer means being able to end the conversation with confirmed
satisfaction (or as close to it as you can achieve) and with the customer feeling that everything
has been taken care of (or will be).

Getting booted after a customer service call or before all of their problems have been addressed
is the last thing that customers want, so be sure to take the time to confirm with customers that
each and every issue they had on deck has been entirely resolved.
Your willingness to do this shows the customer 3 very important things:

That you care about getting it right

That you're willing to keep going until you get it right

That the customer is the one who determines what "right" is.

When you get a customer to, "Yes, I'm all set!" is when you know the conversation is over!

15. Willingness to Learn!

If you came across this article and read all the way to the bottom, you likely already have this
skill (nice!).

This is probably the most "general" skill on the list, but it's still necessary.

Those who don't seek to improve what they do, whether it's building products, marketing
businesses, or helping customers, will get left behind by the people willing to invest in their
skills.

We love how the BufferApp team approaches this skill with their wonderfulmonthly customer happiness
updates. The updates are public, detailed, and go through how the support team (and the team at large)
handled incoming emails for the month. What better way can a startup's support team learn as it goes
then breaking down their own customer happiness metrics each and every month, for the public to see?

Your Turn...
Now I need to hear from you!

1. Which of the 15 customer service skills addressed above do you feel is mostimportant? Are there
any that I missed?

2. As a special thanks for reading, feel free to download our free guide on Writing Better Customer
Support Emails, your customers will thank you for reading it!