Regardless the type of business, there’s one aspect in every team that contributes to its success, and that’s the expertise of their customer service agents. All that’s required to get started is that you have a fun, bubbly and friendly personality, with the ability to build rapport with customers and help them with any queries that they have. You bring your personality the frontier of businesses, and they provide you the training to be best representative you can. Delivering an exceptional customer experience to everyone you deal with on a daily basis.
The art of communications and delivering the services to customers can take shape in numerous ways.
You could be working in a face-to-face customer service role, in telecommunications, or using your knowledge of computers to deal with customers online; via live chat support, social media, and email.
Regardless the method of customer service delivery any business uses to integrate their customers with representatives of their brand, they will train their reps with all the knowledge required to provide a top of the line experience for each point of contact. To do that successfully, the environment will be structured, and that provides you the opportunity to take what most people consider to be “just” a job and turn it into a lucrative career by climbing your way up the ladder.
Starting out as a customer service agent, progressing to team leader, onto become a line manager, and perhaps train further to a career as an operations manager. Whatever your ambitions, a career in customer care can take you into corporate managerial and strategic planning to improve customer relations.
For larger organisations, opportunities are usually found with multi-national customer experience outsource firms, requiring a team of expert customer service workers across a number of sectors.
Customer focused roles can be found in nearly every business, from the smallest of retail stores, to regional corporate finance firms. They will require front of the line people to handle customer services and be the face of the organisation, providing information to client queries, and solutions when required. For a structured career path, you will find that within a contact centre, usually operated by large outsourcing corporations with a number of enticing benefits to get on-board a new career.
Some roles are inbound customer services, with some requiring outbound sales requirements being a blend into the mix of the job requirements. It’s important to have experience in both roles to know the expectations of the services you’ll be expected to deliver. While contact centres are renowned for having high staff turnover, it’s not always about not meeting sales requirements.
To be the best in this career, you must be able to place yourself into the position of an intermediary, understanding both a customer’s perspective, and the business perspective, and blend the knowledge of the two ends of the spectrum to meet customer service expectations with the needs of business. When customers know they’re in good hands and getting the advice, assistance and sometimes technical support on whatever issues they inquire about, you can be sure you’re doing a stellar job in contributing to the success of your employer, and the majority will reward you for your expert handling of sometimes challenging situations.
There is training involved and qualifications available to help you get ahead in the competitive field of customer services. A job that will always be in demand, and for those who can master their craft, there is opportunity to broaden your career prospects to move into a management role.
Is there any specific training for customer service roles?
People skills are the only universal standard to access jobs in customer services. With the right attitude to the working environment, and being able to work efficiently as part of a team, will help you stand out and have employers recruiting you for your gifted talent to deal with people of all lifestyles in a friendly manner.
Working within a team of others to establish the best outcome for service users. That approach will lead employers to invest in your future. No company can progress without being centred on customers, and the best in the business know that to be among the best, let alone crush the competition, they need to bring aboard the talent to help them excel in customer services to elevate their brand name. That’s why so much is invested into staff training initiatives with outsourcing firms, with bonus packages being paid to help with staff retention rates in a highly demanding customer orientated environment.
If you are finding it difficult to find a job within a customer service role, then you can find a wide variety of training courses available at every local college across the nation. Certifications at entry-level will help you get started when you can present your qualifications to employers highlighting to them that you’re committed to pursuing this line of work.
These can include:
The above awards will give you training on the fundamentals of the customer services industry, which employers will recognise, and that will enhance your employability. To take things further, you can train towards the cultural difference side of customer services with a Level 2 Certificate in Cultural Awareness for Customer Services. This will be useful for working within the leisure and tourism industry, travel and hospitality.
The best training you’ll receive will be once you get into employment and trained through your employers induction training to start with. That will teach you the company service standards you’ll be required to adhere to and meet all expectations, and the internal company procedures you’ll need to know for the job you’ll be doing.
A growing number of employers are continually investing in staff training, or actively encouraging their customer service workers to study towards enhanced qualifications.
Further customer service qualifications can include:
There are further certifications that directly correlate with certain industries such as automotive customer services, and the principles of supervising the customer service performance within hospitality. Depending on the industry you get started working in, you could find your employer encouraging or providing support for you to achieve beneficial qualifications that will help you improve your service provision to customers.
For employers actively looking to recruit, train, and maintain the best in customer services, there is the opportunity for businesses to become a member of the Institute of Customer Service, (ICS), which gives them and their staff access to structured training for continual career development, which can be a useful tool to get to the top of your profession.
There are many different types of customer service working roles; this is because this is a job role that is required in most industry sectors; whether it is commercial, private or even charitable organisations.
Within these sectors there are also job roles that require customer service workers to deal with customers face to face and other positions where you would be answering telephone enquiries.
There is a wide variety of employers that require customer service workers are anything from retail, to leisure, to banks and building societies, to insurance companies, and even health services and education services.
Every industry needs customer service workers, and these are a vital role to any company as it will be you guys who determine what the customers want and whether they are happy with the current services and products that are provided. And dependent on where you are based, be it within a supermarket or in an office will determine the kind of customer service skills you will need to provide.
No matter which sector you decide to work in, the expectations of you by your employer will be very similar.
Within this job role you will need to – Provide helpful advice to customers using your knowledge of the company and its products and services – Be able to communicate efficiently – Have the ability to investigate and solve customer queries – Know your products and services well and keep up to date with changes – Handle customer complaints – Listen to your customers
Above are just a few points that need to be met in order for you to carry out your job role successfully!
Generally the salary of a customer service worker varies; this is dependent on qualifications, experience and your knowledge.
Typically a trainee will receive a starting salary of around £15,000; this can rise to £23,000 once you have the relevant experience. This role does have career progression should you choose to pursue it, you can work your way up into management which would see your salary starting at £30,000 and may even exceed £60,000 if you are successful.