The Customer Service Profession
The Customer Service Profession
It’s often said that if you can work in a customer service role, you can do well in almost any other profession
Customer service is one of the largest and most diverse fields in any economy. While almost all sectors utilize customer service to one extent or another, entry into it is not always easy. Not only do the majority of customer service positions require previous skills and experience, but it can also sometimes be difficult to translate any transferable skills or experience onto a customer service resume. The salary you earn can also vary considerably depending on the type of customer service role you perform. On top of this, customer service is normally considered a very demanding field, with you as the first point of contact for customers whenever problem or issues arise. Representatives in such a position not only find themselves charged with a degree of responsibility, but with a slight degree of authority too. The demands placed on some customer service roles can be very intense, hence why it’s normally a role that’s regarded as very demanding. Although the rewards, along with the benefits your resume can reap from working in such a challenging position of responsibility can be well worth it
‘In the field of customer service, understand the power of the word ‘YES’.
Customer service is about doing what you can to make sure your customer is completely satisfied. That’s why you should always do what you say you are going to do, because people remember good customer service, and they respect the people who provide it’
There are several rules that any good customer service advisor should always abide by:
Never lie or make up an answer – If you don’t have the answer to something simply say so. In a customer service role if this is the case then the best way to correct this is to find someone who does know, or alternatively, provide a suggestion as to where that customer might look to solve their answer or query
Make it your job to have a good working knowledge of the products or services your company sells – Having a great working knowledge of the products or services your company offers will not only make your job easier but will help you better serve the customers you meet, making you a much more effective advisor overall
Listen to the customer – One of the most important things you can do is actively listen to your customer, that’s why you should be wary of making assumptions or thinking you can automatically tell what the customer needs before listening to them fully first
What is good customer service?
Good customer service means having a thorough knowledge of your customer base, being able to empathize with your customers, and having the knowledge and desire to help them solve the issues they present you with so that the experience is a satisfactory one for them
What is a CRM?
CRM is an abbreviated term for Customer Relationship Management
CRMs, customer relationship management systems, are often used in the customer service field, especially in office-centric work like call centres
A customer relationship management system is any type of software that allows company staff to effectively input and track data from contact with a customer, as well as helping coordinate any future contact with them. Most of the software on today’s market can automatically synchronize available appointment dates, and provides information on things like sales history, payment scheduling, customer complaints, and any other relevant information. This type of software is used in fields like sales, customer service, retail, administration, and banking
CRMs are important because depending on what type of customer service role you perform; it is likely you will use such software…
What is ‘positive language’ and how should this be used?
Positive language is simply the practice of using words and phrasing statements in a way so that what you say comes across as constructive and upbeat, as opposed to sounding negative and downbeat.
(This is not so dissimilar to what we do as candidates in an interview anyway, in that we present facts to our interviewer in a constructive and upbeat way, and keep the tone we use positive throughout our entire conversation with them)
Anyone can use positive language, there’s no big secret to it, other than having the intuition to know what to say to people and knowing when to say it. That, and of course making the most of your own natural ability to use words effectively…
Using positive language to address a customer’s questions or concerns is nothing more than an extenuation of positive thinking. (The cup is half empty, the cup is half full scenario). Ultimately, the purpose of using positive language is to try and get the customer onboard by focusing on the solution to a problem first, as opposed to sounding negative by stating why something can’t be done. Using positive language affects the way your customer perceives the service they are given, and it’s something that will naturally help you when providing good customer service
Example – statement lacking use of positive language
We regret to inform you that we cannot process your job application at this time as you have failed to complete all of the required sections. Please fill out all of the required sections then re-submit your application
Example – Statement using positive language
Thank you for your interest in joining our team. We’d be delighted to discuss any openings with you further, but before we do so, we just need a little more information. Please fill out all of the remaining sections and then re-submit your application. We hope to hear back from you again soon