What do sales, customer service and contact centre jobs have in common? They’re all customer-focused roles.
So, when destiny calls and you’re ready to answer, it helps to be a people person. If you balk at banter or feel put off by the public, working in a customer-oriented job probably isn’t for you.
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If, however, you’re keen to converse and eager to engage read on…because our top tips will make sure you’re ready for your new career call-up.
Let’s begin by perfecting your pitch. Now we love an accent as much as anyone: think Sean Connery or Salma Hayek. But if you want to work with the public, it’s imperative you speak in a clear and measured way.
If you’re a fast talker, monotone mumbler, or sport a super-strength regional accent, you may need to work on your delivery.
Practise by recording yourself reading a passage (depending on your desired role, this could be a sales pitch, the delivery of technical information or even welcoming a hotel guest) then listen and learn which words and phrases have the potential to twist your tongue or trip you up.
From here you need to use that trained voice to engage the full attention of a client or customer.
You don’t need to be a chatterbox but having the gift of the gab certainly helps. After all, sales is all about attracting potential buyers with words, while customer service and contact centre roles typically involve being able to answer queries and complaints in full, either in person or over the telephone.
That’s also why positivity, patience and problem-solving skills will come in handy.
These invaluable talents all come naturally from first learning to listen. Talking the talk will only get you so far: active listening is just as important. The best customer service, contact centre and sales pros have perfected the talking-to-listening ratio.
Learn, too, how to think on your feet by treating every interaction as a learning experience. From daft questions (“No, madam, rebooting your router does not involve kicking it!”) to awkward customers (“Sir, I’m afraid it’s not possible to take your dog into the spa!”), working in customer service is certainly never dull.
It pays to learn how to negotiate and deal with everything, from the sublime to the ridiculous.
Remember, too, that sales, customer service and contact centre roles aren’t just about establishing client relationships but maintaining them too. Learn your customers’ names, listen to their stories, ask questions and make follow-up courtesy calls. It’s these little things that you do for customers that make a big impact on not only their satisfaction but your employer’s attention and, ultimately, your own career progression.
So, now you’ve found your voice and the perfect balance of talking and listening, you must become an expert in your field.
No-one enjoys communicating with a waffler, especially when it comes to sales and customer service.
If you want to work as a car salesperson, for example, do your research so you can talk about new models with authority and transparency.
Whatever your company does or sells, you must know it inside out and gain a reputation for giving honest and reliable advice.
People know when their complaints are being sidelined or when you’re making a genuine attempt to solve their problem – and they recognise and reward integrity through their loyalty and a willingness to recommend you to others.
Keep up to date with the tools of the trade. Technology is continually evolving, so being up-to-speed on the latest customer service software is a must, whether that’s a new online booking system or advanced web chat software – knowing how to organise and quickly retrieve data is a must.
Be prepared to show off this knowledge in that all-important job interview, too.
And when it comes to landing interviews be sure to get yourself noticed. Having a sparkling CV is excellent but nothing shouts out your sales and customer service skills more than your personality – employers love experience and performance but most of all they are looking for signs of charisma.
And we’ll let you into a little secret: interviews for sales and customer service jobs are often the behavioural type, which means showing how you would react to particularly challenging scenarios.
“Tell us about a time when you…” is a phrase you’ll hear often, so you should be prepared to draw on both your personal and work experience to provide creative answers that make you a prime candidate.
Finally, always be human by showing empathy and never being afraid to share a little humour.
Whether they’re on the phone, emailing or face-to-face in a showroom or at a reception desk, when a customer is inquisitive, upset or confused you have the power to make them feel better informed and a whole lot happier.
If you’d like to help yourself to a career helping others, you can find the best new positions in sales, customer service and contact centres on s1jobs now.