What do you expect a (weapons) Customer Service rep to know?


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Saakee
December 29, 2011, 03:52 PM
I occasionally run in to the owner of a local black rifle component manufacturer at my fave LGS and I recently decided to ask him if he was hiring CS people. But I thought I'd ask here for a consensus on what kind of background knowledge might be useful to come to him with.

EDIT: It's a local manufacturer of just lower receivers at the moment though I know he had some plans for a couple other things last I spoke with him.

Bovice: answering phones.

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Friendly, Don't Fire!
December 29, 2011, 03:58 PM
Probably just know how to answer a phone call, work some computer software, possibly including typing skills, know how to be polite and forward calls as necessary.

Bovice
December 29, 2011, 04:05 PM
When you say customer service, are you talking about sales or answering phones? If it's somebody behind the counter, I would want them to know everything about everything for sale in terms of product specifications. For example: trigger pull weights, action types, calibers, finishes, capacities, and model variants.

Saakee
December 29, 2011, 04:09 PM
Added some info to OP

Telekinesis
December 29, 2011, 04:13 PM
While not necessarily required, it would be good to be knowledgeable about firearms in general (which I assume you're already up on) and the company's offerings specifically. As a customer, I am always impressed when the person on the other end of the phone knows exactly what I'm talking about (especially if they can help fix a minor problem themselves) or at least knows exactly who to forward me to. I'm not nearly as impressed when the CS rep says "I have no clue what you're talking about. Let me forward you to someone else who may or may not be able to help you."

Skribs
December 29, 2011, 04:34 PM
For customer service, you need people skills. I would rather have someone who doesn't know the answer - but knows who does know and can find out for me - than someone who doesn't know and guesses.

You should know enough about the product that if I came in and asked a question, you would know what I'm talking about enough to find out the right answer for me. Knowing the specific products usually comes more from working there and being used to your inventory than from outside training.

I've worked retail and tech support, and the above is true in both cases.

guyfromohio
December 29, 2011, 04:43 PM
Know what you don't know and say "let me find out" instead of spewing a line of crap.

Firemedic56
December 29, 2011, 06:03 PM
Basic secretary, office manager types of skills. That and for most things in the manual/product guide you should be able to rattle off the top of your head. Other possible questions about the weapon system might be good to know, but yes, if you don't know just say you'll find out... then actually find out.

MistWolf
December 29, 2011, 06:28 PM
...I thought I'd ask here for a consensus on what kind of background knowledge might be useful to come to him with...

When I call a service rep, I expect them to be responsive to my needs and willing to get answers for me. I don't care if they know the answer or not, I just want them to be able and willing to find out. That's what I expect as a customer and has little to do with what you are asking.

The real answer lies with the company you want to hire on with. Find out what they expect and tailor your resume specifically to that company and that position. Work the key words from the job description into your resume before submitting it

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