The Top Six Lessons from Six Years of Service
Jun06

The Top Six Lessons from Six Years of Service

..A jump start for those new to the Customer Service industry. Congratulations on winning your role in customer service!  As someone celebrating six years in the field, I can say with confidence that there has never been a better time to choose support as a career.  Whereas customer service representatives used to be seen one of the most entry level, dispensable roles in the company, the CX (customer experience) revolution has elevated it to its rightful place as a strategic and critical responsibility.  The past 2208 days have yielded countless tears and difficult moments for me.  Still, when I look back to consider the learning and growth that has taken place, I do not regret a single one.  Here are the top six things I wish I knew when I first put on the magic headset… 1) Take Initiative – You will know two of the absolute most important things – your products and your customers – better than anyone else.  This knowledge uniquely positions you to solve big problems.  Carve out time each week to think about the challenges your business is facing and contemplate solutions.  Be bold to offer these when opportunities present themselves (or create your own opportunities..have that elevator speech ready to go)  Chances are you will bring something new to the discussion from your daily interaction with customers! 2) Be Consultative – Don’t become a “phone drone.”  A service interaction is like a condensed marriage ceremony.  The customer has come forward with a challenge.  You as the analyst must combine knowledge of the product or service – with an understanding of the challenge – to find the best possible solution.  Customer service professionals will often train often on a product or service they support, but rarely on the industry they represent.  This will limit your ability to understand the customers’ perspective.  By becoming an industry expert, you can transcend the question the customer is asking…reading between the lines to handcraft a better solution.   The most exciting part is that you get to leverage your personality to make the interaction unique!  Customers want to see the human side of you, and when done in a professional context, it will score major delight points. 3) Find External Inspiration – Chances are 99% percent of your company believes they are customer service experts.  If you have a reasonable level of soft skills then you can make customers happy right?  This could not be further from the truth.  Customer Service is a science as wondrously complex as any other business discipline, especially when done proactively.  Find a community of service professionals that will educate you, challenge you and inspire you to...

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