Your next job is here…in customer service

Have you ever engaged with a business and promised yourself that you are never going to patronize any other competitors of that business? If you said yes, then one of the factors that probably influenced your decision is the quality of service you received. Now that is the magic of customer service!

Customer service is the face of every business; it is what customers experience even before they purchase a company’s product and/or service. And before you think that this is just some hype, here are some stats to demonstrate just how important customer service is. Note, the statistics are mainly from the US, but the overall takeaway holds true globally:

• 81% of companies with strong competencies for delivering an excellent customer experience outperform their competition. (Peppers & Rogers Group).
• 70% of buying experiences are based on how the customer feels they are being treated. (McKinsey).
• 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. (Harris Interactive/RightNow).
• 7 in 10 Americans said they were willing to spend more with companies they believe provide ideal customer service. (American Express).

What this means is that if you find yourself in a customer service job, you are doing a very important job for your company - if not the most important job.

So, what is customer service? 

Just like a tour guide leads you through new and exciting places, a customer service representative guides you through the experience with a product and/or service. They are there to answer questions, offer support, and ensure you have a memorable experience. This support can be provided in person or virtually via phone calls or emails. A customer service role requires that you are helpful and approachable and that you make clients feel valued and heard. 

There are a lot of benefits to gain in building a career in customer service.

1. Limitless opportunities

Customer service roles are important in every sector and business, from front-facing roles such as front desk officer to online assistant for an app or technological support. Clearly, the opportunities are numerous such that you can work in the hospitality industry, the tech industry, the agriculture industry, in a business-to-business company, and so on. This is because they all have customers or clients they need to interact with. In other words, a career in customer service gives you the opportunity to work across industries as the skills and experience are transferable.

2. Career advancement opportunities

A career in customer service helps in growth and advancement. Starting with an entry-level role such as a customer service representative can lead to opportunities for promotion into managerial roles like customer service manager and supervisory roles. There are also alternative pathways in the title such as customer insight analysts or customer journey managers.

3. Remote work

Many companies now offer customer service positions such as call centre representatives, online chat support, email or social media support, virtual assistant, and so on. This position offers flexibility, and the ability to work from home or anywhere with an internet connection and in no commute time.

4. Team work

Customer service is a team effort. It provides you with the opportunity to work with others to achieve common goals. This can be a great opportunity to develop teamwork skills and build relations with your colleagues.

5. Personal development

Customer service requires that you have excellent communication skills, good problem-solving, and interpersonal skills, and also have the ability to multitask. A career in customer service helps you to hone these skills which are essentially important - even if you choose to change career paths. A career built-in customer service also provides valuable skills, such that individuals can position themselves for success in other industries like sales, marketing, or human resources. These skills are transferable; they can be easily carried from one career or sector to another.

So, if you are considering a career in customer service do not hesitate to take the first step. You can take advantage of available resources on our blog to help develop your skills and gain the requisite experience. Best of luck spreading customer satisfaction.

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