We all know that customer service requires great communication skills, patience and organisation. But as the customer service job role evolves will the required skills change as well?
To help you future-proof your job and continue to develop in your career, we’re sharing the future skills of customer service professionals:
- Willingness to learn – this one tops the list for obvious reasons. The nature of a customer service job is changing entirely which means you need to be willing to change with it. Your job requires you to adapt to the different ways customers want to get in contact with you – how, when, where and why.
- Flexible working hours – just as people change how they get in touch with you, opinion is changing on when a business should be available for support…and customers think it should be 24/7. If you’re really looking to excel in a customer service role you have to be open to working hours outside the normal 9-5.
- Tech-savvy skills – customers are increasingly turning to untraditional channels for help, which means you need to be ready when your company decides to turn on live chats, social media support or a whole new platform entirely.
- Thick skin – the old adage “the customer is always right” means more today, in the age of social media, than it’s ever meant before. In an instant someone can publicly disgrace a company and widely share customer service responses – putting even more pressure and attention on you. And knowing that most companies will cave into customer demands over risking a social media crisis, people come out guns-a-blazing at customer service representatives!
- A bit of creativity – a refund and an apology used to be all it took to satisfy an unhappy customer, but today people seem to demand more and more from every business even when service is strong. As this pressure continues to mount it’ll be on the customer service representatives to keep an open mind and offer creative solutions to customer issues. A little bit of creative thinking could diffuse a sticky situation.
Need a little help adapting to the changes in your industry? Check out our Training Courses and see which courses could help you expand your skill set.