What’s it like working in customer service?

Working in customer service can actually be a fulfilling and rich experience for a host of various reasons. Some of these reasons being the particular industry you have chosen to work in, any on the job skills you have learnt, the change you could possibly make in the life of another and more.  The aim of this article is to show you what it is like to work in customer service.

When you work in customer service, you are actually the face or voice of the brand. You become the first contact point for customers, and that is clearly identified in the name of the title. 

Working in customer service can come in numerous forms and mediums. It could mean you communicating with a customer over the phone, via email, or in person, regardless of the medium used, a person that works in customer service has the power and the ability to aid people and they also have the opportunity to have direct public contact. 

As a customer service representative, it will be your job to help customers that most likely have a limited understanding or capacity to understand of your product to get the best results they can, whilst also ensuring that their experience is maximised. 

As a customer service representative, it will be your responsibility to make a difference. What this means is that you will be responsible for ensuring that a customer’s experience is one that is not only positive, but is also one that ensure the reputation of the company is enhanced.

You will be involved with helping your customers using your knowledge on services, products or brands that can help them to get the very best out of their interaction with your brand. This involves making transactions less complicated and smoother.

It will be your duty to clearly communicate, as this is an extremely vital skill especially when it is used in the customer service industry. Being able to effectively communicate helps you not only excel in your customer service role, but also in one’s private life.

As a customer service representative, you will be required to become familiar with a wide variety of programs and operating systems which are bound to prove useful in other roles and careers. These systems can range from pc or window systems to data programs as well as client management programs that are role specific. 

For you to excel in your role as a customer service representative, it is imperative to have the necessary knowledge and skills to operate these programs, as they serve to make your job and the experience of customers much easier. 

Below are a couple of skills needed for you to be successful in your role as a customer service representative, or in any role that requires you to work in customer service: 

  • Patience
  • Attentiveness
  • Knowledge of your brand’s product or service
  • Acting skills
  • Time management skills
  • The ability to read customers
  • The ability to calm customers
  • Persuasion skills
  • Willingness to learn