According to a Forbes Insights Report, three in four people are likely to purchase based on the experience alone. So in the world of customer service, providing a memorable experience is key. What do you need to make your customer interactions memorable?
We all know the standard skills you need to work in customer service - active listening, empathy, and communication. But there’s a lot more to it than that. And if you’re looking for a customer service role in the healthcare setting, certain skills need to top your list.
A Customer Service Associate (CSR) role comes with many job titles, including CSR, Pharmaceutical Sales & Service Associate, or Entry Level Pharmaceutical Sales. Whichever title it goes by, there’s one thing for sure about this role - it’s an excellent entry into a pharmaceutical sales position, where you can build your confidence working with healthcare professionals and patients. Let’s uncover what skills you need to get your career started.
Technical knowledge
As well as being clued up on the purchasing process, representatives should know the product specifications and usage inside out. As Deloitte aptly puts it, “Continuous change necessitates continuous learning”.
At IQVIA, we need to ensure that biopharmaceuticals, medical devices, and patient support services reach those who need them. So having up-to-date technical knowledge is a must. It requires you to keep current with market knowledge and competitive products - the cornerstone of maintaining a positive image for our clients and our organization.
Attentiveness
Being attentive means not just listening to what customers directly say, but also being attuned to their unspoken needs and concerns. In a customer service role, it also means being mindful and attentive to the feedback you receive.
At IQVIA, our CSRs are responsible for achieving established service and sales objectives. Whether conducting live or virtual customer calls in Primary Care offices, attentiveness ensures that each interaction is meaningful and productive.
Analysis
This skill might come as a surprise for some customer service professionals, so let us put it into perspective by explaining how it comes into play at IQVIA. Similar to Associate Sales Consultants, our Customer Service Associates will analyze performance metrics to fine-tune and adjust their business plans and approach.
They must also consistently maintain and update current and potential customer profiles to ensure that they are effectively targeting their efforts. With strong analytical skills, our CSRs can correlate leads with customer profiles using collected data, prioritizing the nurturing of suitable matches.
Tenacity
Tenacity is more than a skill in customer service; it’s a mindset. It's about that drive to get things done, and done right.
A tenacious mindset takes your customer service career from good to great for a few reasons:
- It builds your resilience
- It gives you the persistence to find a solution
- It’s the foundation of relationship-building because customers recognize consistency in effort and follow-through
- It’s essential for meeting and exceeding service and sales targets
Resourcefulness
Problem-solving lies at the heart of a customer service associate's role. But more important than that, you need to be resourceful. Not just looking for the answer, but knowing where to look. Discovering innovative and quick ways to find a solution.
At IQVIA, we offer valuable insights to customers, and our customers will ask insightful questions in return. We might not always have the answer to hand, so our customer service team must adopt a creative problem-solving approach. They know where to look for the answers and make sure they follow up with customers to get them the information they need.
Positivity
It’s important to remember the difference between positive and negative language. At times, you’ll speak with customers who are frustrated. It’s important to empathize with their frustrations but remain positive. You want them to leave the conversation feeling heard, but not defeated.
Here are some pointers:
- Use inclusive language like “we” and “I”, rather than “you”
- Avoid verbs like “don't”, “can't”, “won't”
- Rather than “I don’t know”, say “Great question! I'll find that out for you!”
- Your customers never “should”, “need to”, or “have to” do something
- Swap “First, you’ll have to check…”, with “First, let’s verify…”
- When they highlight an issue, say "Thank you for bringing this to our attention"
Collaboration
In healthcare, alliances are crucial for CSRs. Despite the role's individual focus, collaboration is key. CSRs must work closely with their team, other departments, and external stakeholders to ensure seamless patient care. It's how they ensure they make a real difference in people's lives.
Are you ready to explore your next career move?
We’re on a mission to improve healthcare around the world. Whether you’re in a customer service role, sales position, or educating prescribers, you’ll contribute to delivering real-world medical breakthroughs.
Now that you know what skills you need for the job, it's time to get your application started. View our Customer Service Associate roles to explore the opportunities across the US.
