Whenever we’re feeling a bit lost, whether it’s in a department store, an airport, or the labyrinth of a public building, the sign saying Customer Service appears to us like a welcoming beacon of light.
Those folks behind the desk who watch us marching with purpose towards them will need to live up to high expectations and be ready for anything thrown at them – whether it comes through anger, fear or sheer befuddlement.
And let’s be, honest: it’s highly unlikely anyone will contact customer service to share what a great day they’re having.
So the skills required to provide advice or support to the public, whether it’s in person, on the telephone or online, are first and foremost a sense of reality and an understanding that ‘nothing is personal’.
As a species, we do like to help one another. Well, mostly. But some are better at this than others and can happily deal with every individual case to achieve the best possible outcome.
Many will be happy to stay in this role, with the satisfaction that as a customer service adviser they are helping to resolve problems and make someone’s day that bit better.
Although most of the work will be done communicating one-on-one, it does require closely co-ordinated teamwork.
Some colleagues will need support on a hard day or newbies might come seeking advice.
Karma dictates that, if you offer help to your colleagues, it will come back to you.
For those who would like to move up the customer services ladder, creating that team spirit is a must, particularly as Team Leader.
This is the role that ensures the work is done smoothly, with as little interruption as possible. Diplomacy is important here but motivation, while maintaining a firm hand on the weak links, is also vital.
Having an overall picture will allow those who are future prospects for promotion to be identified.
There’s one school of thought that says the more promoted your role, the further from customers you might feel, but that’s far from the truth.
In fact, the experience gained at adviser level will allow managers and supervisors to deal with any “I demand to speak to your line manager” calls swiftly, professionally and to a satisfactory conclusion.
This role comes with the responsibilities of delegation, monitoring the performance of leaders and their teams, identifying training needs and reporting to senior management.
Senior management isn’t a role for someone who dislikes meetings and paperwork, but that’s okay: many of us are happier at the core, solving customers’ day-to-day queries and issues.
This can be a deeply satisfying career and working as a team to raise standards in the industry can only mean happier customers and more profitable businesses.
And, remember, if you ever have an off day at the office, call to mind the wise words of the Dalai Lama: “Our prime purpose in this life is to help others. And if you can’t help them, at least don’t hurt them!”
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