Misconceptions about working in customer service

business and technology concept - helpline operator with headpho

Ah customer service, the place where dissatisfied individuals get to yell in a frothy rage at some poor helpless individual about their issues with the service. That’s the general consensus anyway, right? At CV-Library, we’re here to challenge those myths and shed a brighter light on what actually goes on in the land of phones and headsets.

 

The customer is always right

There is quite a large difference between “the customer is always right” and “I’m going to listen to you carefully and treat you with the utmost politeness, but you’re actually wrong”. The point in customer service is to assist you in every way possible and attempt to rectify the problem. Yelling at that patient person down the phone until your blue and foaming at the mouth will not help. Chances are you’ve probably misread or misunderstood something, so please don’t sit on your high-horse and look down your nose at them, we’re all human!

 

They have more knowledge than the internet

Can you remember what you had for dinner this time last month? Nope, neither can I. So if the person you’re talking to can’t remember a very specific answer to a very specific question, please give them to moment to draw breath so they can tell you they’ll be a minute looking for it! No one has a flawless memory and as it is their role to provide customer service, please let them.

 

They must be stupid if this is the only job they can get

When working in customer service, all too often do people assume that the person on the other end of the phone is thick. I mean, they have to remain cool in times of stress, adapt their communication style depending on the customer and have to delve into incredibly dense databases to retrieve the information you need in a matter of seconds before the next customer. Yeah, they must be stupid…

 

Speaking to a supervisor will solve the problem

Who spends more time on a day-to-day basis answering calls and emails to try and fix customer issues, the customer service coordinator or their boss? Yes, of course their boss was there many moons ago and so has experience, but that individual sitting at the other end of the phone is more than qualified to deal with your issue they’ve heard a hundred times on a regular basis.

 

They hate their job

There are plenty of people in the world that hate their job, but there are some people who live for it, and working in customer service is no exception. Some people working in customer service thrive off helping people and are really good at it! Of course, they probably don’t love being yelled at straight in the ear, but customer service is ready to help and is definitely on your side.

 

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Returning to work after a break

Laptop computer and coffee in the garden

If you’ve been out of employment for a couple of months or even several years, the prospect of returning to work after taking a break can be particularly daunting. However, it’s important to remember that even though you may not feel like a working professional any more, it is completely possible to get back into the swing of things at work, regardless of the amount of time you’ve had off. CV-Library have put together a few handy tips to help you get workplace-ready once again.

Familiarise yourself with yourself!

When thinking about returning to work after a break, it’s important to reconnect with yourself as a professional. This can involve anything from the positives and negatives you felt about the workplace, to how many cups of tea you sipped all day! Remembering what you used to do and feel will place you in the right mindset for a working environment and will hopefully give you more confidence regarding your abilities.

What do you want to do?

For many returning to work, a complete career switch might be what’s motivating you. It may be worth checking out training courses if you’re planning on entering a new sector. But then again, you may feel more comfortable going into something that you’re familiar with and get back into the game slowly. Regardless of how you decide to tackle choosing a job role, be realistic about what you want to achieve by going back and how much you can do in your current situation.

Get organised

Once you have decided what you want to do, you can start getting organised. The first place to start is with your CV. If you’ve been out of work just a few months then it shouldn’t take too much of a rework. However, if you’ve been out of work for a significant amount of time, it may seem like a daunting task. But don’t fret! At the beginning of your CV, briefly explain the reason for your time off; don’t try and hide any gaps. After that, there is very little difference in how to form your CV. Include relevant information and showcase your skills, knowledge and talent.

Network

You need to start preparing yourself for what’s ahead. Reconnecting with any old employers or co-workers is ideal. Alternatively, you may choose to look for something brand new and attend some networking events. Through communicating with current professionals you’ll gain a greater insight into industry advancements and you might even get a heads-up on some job vacancies too!

When returning to work remain positive and have a little self assurance, this is a life-changing journey you’re about to embark on. It might take some time to find the right job and feel at ease in the workplace again, but remember it’s definitely possible!

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How can UK employees stop wasting time at work?

businessman holding big white clock and looking at clock dial ov

Who knew that the average British worker spends 36 days of the year answering emails for work? Around 80% of employers deem it acceptable to contact their staff out of hours, proving that UK employees are working around the clock.

The fact is, UK workers maybe working harder that ever, but it is completely impossible to apply 100 per cent concentration to every minute while you are at work. Trivial time wasters like office chat, clock-watching and browsing the net, are almost a biological side-effect to stop our brains from burning out. However, misusing time with unnecessary emails and poorly planned meetings is a definitive way of wasting time at work.

On average, London workers are receiving around 9,000 work emails every year and a large chunk of these emails are probably totally unnecessary. How many of us send an email when a quick call on the phone will more than suffice? It’s no wonder UK workers waste 759 hours each year!

Here are some things to consider to reduce wasting time at work.

Email efficiency

  • Do you have a quick question for your co-worker? Don’t email, phone them to gain an immediate response.
  • Many of us fall victim to the ‘cc’ option in an email thread. It’s nice to know that you want to keep us involved, but it’s clogging up our inboxes and we don’t really need to read every email sent. Think about who you really need to correspond with.
  • In addition, got an email thread between 5 of you that’s lasting longer than the milk in the staffroom fridge? Call a meeting; a face-to-face discussion is far more efficient.
  • You’re due to leave the office in 2 minutes, but you need to email someone a question. The short answer is: don’t do it. Wait until the morning, perhaps you’ll catch them on their way in. Those late night emails cause many of us to lose the first hour of our day in order to try and catch up.

Managed meetings

  • Many people sit in a meeting frantically running through their to-do lists in their head because the organiser didn’t want to leave team members out. Maybe next time just grab one member from the departments you need, they can always relay the information to the rest of their team later.
  • In order to maximise your use of time in a meeting, create and print off an agenda for each participant.
  • Project management tools are by far the most helpful when trying not to waste time on meetings. It’s very easy to share information through platforms such as GoogleDrive, Trello and Evernote all from the comfort of your desk.
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4.4 Million Workers to Skive for Rugby World Cup 2015

 

Rugby Stadium And Posts

CV-Library’s recent survey revealed that 1 in 7 UK workers are tempted to skive during the Rugby World Cup 2015, indicating that up to 4.4 million of the UK’s 31 million employees may skip work during September and October this year.

This survey was developed to find employee views on international sporting events, such as the Rugby World Cup, in the workplace. Over 2,000 professionals responded and key findings revealed that:

  • 60% of UK workers intend to watch the Rugby World Cup 2015
  • 40.7% of professionals still plan to tune in to fixtures that are aired during working hours
  • This figure increases to 48.5% for managers, who seem reluctant to lead by example
  • 1 in 7 employees are tempted to skip work during Rugby World Cup
  • However, only 5.8% of staff have booked holiday to watch the games

Coupled with the amount of attention generated around London 2012 and FIFA 2014, it is safe to assume that there will be strong demand for employee engagement during the Rugby World Cup this year, suggesting businesses need to prepare for such international events. Other findings in the survey revealed:

  • 61.7% of staff believe businesses SHOULD show support for international sporting events
  • 81.8% of employees believe sporting events, such as the Rugby World Cup, are good opportunities to bond with staff, regardless of whether they enjoy the chosen sport or not
  • However, only 1 in 10 businesses utilise international events for employee team building

Whether you plan to embrace the Rugby World Cup or not, it’s clear that businesses need to play the game if they want to avoid the sin bin.

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How to keep focused at work during summer

Business man at desk in nature

Whether your holiday this year has already been and gone, you’re about to jet-set soon or you’ve decided to take a stay-cation instead, being at work over the summer is not the one. On the plus side though, the office usually gets a little quieter over the summer months, so while this can lead to a bit of off-duty daydreaming about sunny weather and the like, there are plenty of ways to make sure you stay motivated and focused at work during summer. CV-Library has put together some exclusive advice to help ease the struggle.

Set some goals

So as the workload may wind down during the summer, this may cause your mind to wander elsewhere or fall ill to clock-watching. To stray away from this trap, try and focus on deadlines rather than the hours you’ve spent cooped up in an office. Make a list! You’ll feel a sense of achievement as you tick off each one.

Make the most out of the peace

Remember that big ideas doc that’s in the depths of your computer and collecting cobwebs? While there may be few major deadlines lurking round the corner, make the most of this quiet period to catch up on all the little bits. Whether it’s reorganising a spread sheet, pulling together a few pieces of copy or even cleaning up that big cobweb-covered doc, use this time to wisely to make the autumn rush seem less daunting.

Be social

There’s nothing worse that spending a day in the office and then camping out there during your lunch break too. Firstly, decent breaks are important to keep your brain in a functional condition. Secondly, fresh air can do wonders, especially in summer weather, and a little summer fun is ideal for keeping you excited about returning to work the following day. Why not take a walk at lunch and bring a few of your co-workers too? You could always have a picnic during your stroll. In addition, the best thing about summer months is that the evenings are longer and (usually) warmer. Company BBQ anyone?

Treat yourself!

Whether you have or haven’t got a holiday booked, it’s important to take a real break at some point to keep you refreshed for what’s coming up. In order to stay focused at work during summer, remember that it’s okay to treat yourself. Met that deadline before lunch on a Friday? Go and grab an ice cream!

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Prioritise work perks and attract millennials

Friends During A Lunch Break

Millennials are desirable members for your workforce because they are generally more approachable, adaptable and knowledge-intensive than baby boomers. However, they are even more desirable because they are expected to make up 75% of the global workforce by 2025 and you will need to up your game if you hope to gain the savvy ones.

One of the key things to remember about millennials in the workplace is that they see themselves as humans rather than cogs in a corporate machine. As a result, work-life balance is of the utmost importance and work and personal lives are  seen as a whole rather than two separate entities.

This is mainly because a millennial’s lifestyle is very different from generation X and this helps in a working environment. To begin with they were raised on technology and are therefore more adaptable regarding the introduction of new skills and processes. In addition, the majority of millennials are health conscious in body and in mind, therefore you can rely on them to stave off sickness and be committed to the job.

According to LinkedIn, 67% are likely to share personal details such as salaries and relationships. Millenials are also purpose driven and consequently competitive, so that’s not all they share; they are also known for showing-off about whose workspace is better and what they can achieve there. So if you want to attract the top talent, you’ve got to raise the bar, throw it up into a cloud and hope that it plants itself somewhere near to a millennial’s dream job.

Here at CV-Library, we’ve had a little rake around to uncover some of the key workplace incentives to attract millennials and embody their mindset when choosing the right kind of working environment. And it turns out plenty of businesses are using them as the perfect recruitment and retention strategy!

 

Health

  • Providing free nutritious snacks and beverages to keep workers fuelled throughout the day
  • Onsite gym or free/discounted gym memberships
  • Pets in the workplace to reduce stress
  • Massages while at work – to really keep the stress at bay!

The environment

  • Casual dress code
  • Flexible hours
  • Social events, societies and clubs e.g. summer party, book club
  • Latest technology

Career and learning

  • Rapid progression opportunities
  • Fair pay
  • Regular performance evaluations
  • Education opportunities e.g. funded classes

Personal lives

  • Health care coverage
  • Dental coverage
  • Paid holiday
  • Volunteering opportunities

We aren’t suggesting that you go for the whole list, but just a few will do. After all, a little cost for work perks to attract millennials is just a small percentage of recruitment costs.

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We’re the UK’s First Job Site to Reach 9 Million CVs

9-million-cvs

We did it! As the UK’s fastest growing job board, we have finally reached 9 million active CVs on our database. As a result, we hold the largest CV-Database with the highest number of registered job hunters in the UK!

For the last three consecutive years, we have reigned the nation’s largest CV and candidate database and in the last year alone, the number of British professionals registering with us has increased by 27.6 per cent. This kind of progress and reaching this 9 million milestone only suggests that the fast growth we’re experiencing will continue.

To complement this growth, July has seen another record for us. Earlier this month, we had over 115,000 applications made through our site in just one day! This is fantastic news, especially as we hold one of the UK’s largest databases of current job vacancies, ensuring that we effectively unite recruiters with the best talent available.

Next stop, the big 10 million!

For further information on CV-Library and to view its extensive database of 9 million active job-hunters, see our website.

 

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How to turn millennial skills into CV-worthy professional skills

Young Beautiful Woman Using Her Mobile Phone In Coffee.

There are stereotypes surrounding each generation and millennials are a group that are constantly in the public eye and judged beyond belief. Some people outside of this generation may be a little hyperbolic and believe that millennials are narcissistic, demanding, overconfident and spend a detrimental amount of time online. There is a little truth in what they have gleaned from observing this generation, but these reasons may be why millennials are the greatest generation on our globe yet. Here’s some advice for millennials on how to turn these generational characteristics into CV-worthy professional skills.

Respect yourself

There comes an advantage in knowing yourself in body and mind. Millennials are more than mindful of their health, are aware of their capabilities and weaknesses, and are therefore concerned with a prominent work-life balance. When on the job hunt, make it clear to your potential employer what you can offer the company and what you expect the company to offer you. Having a no-nonsense attitude and knowing yourself and what you want is a valuable millennial skill to have in the workplace.

Passion and ambition

GCSEs, A-Levels, degree, masters; there’s a plethora of qualification ladders that are constantly being climbed by this generation, and what’s more, studying abroad, travel opportunities and volunteering are just a number of additional experiences that bulk up a millennial skills set. Millennials have worked flippin’ hard. They immerse themselves in every opportunity and give their all for the things they love, and that includes job roles and their career. Therefore, showcase your ambition, you’re more likely to score a job over a candidate that doesn’t.

Tech-savvy

Millennials have grown up with technology for all or most of their lives. As a result, they’re adaptable and fast to learn skills within this sphere and other abilities employers may require from them.

In addition, within the digital age, many believe that this generation simply uses social media to stalk ex-boyfriend’s current girlfriend and the like. Wrong. These online platforms are ways to stay connected to personal and professional acquaintances, suggesting that millennials are going to know an audience better than anyone. It’s quite easy to spin those twitter scrolling sessions of the early hours into a skills set professionals will admire.

Stay confident

Of all millennial skills, confidence definitely goes a long way. Confidence should not be mistaken for perceived superiority though. Millennials are a generation which are naturally a little more bold, as they are driven to be the best that they can be with high competition around them. Remain confident in your ideas and thoughts and don’t be afraid to speak up in the workplace. Employers appreciate fresh perspectives and there is a lot of respect to be gained from standing up for what you believe in.

 

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The value of driving licences: hinder or help?

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CV-Library has conducted a survey on over 2,100 of its active job hunters in order to understand the value of driving licences within the working world, and if holding a driving licence plays a vital role in finding and maintaining a job.

The findings revealed that there is a large amount of value in having a driving licence:

  • 73% believe employees should obtain a driving licence for work purposes
  • Seeing the value of driving licences, 76% believe able to drive makes them more employable regardless of whether the role involves driving or not

However, it seems that employees were unaware of how employers could use there licence and what they would be looking for:

  • The majority of job hunters have been asked whether they can drive by an employer (70.6%)
  • Despite employer interest in candidate driving behaviour, only 5.3% of job hunters cite having their job affected by incidents on their driving record
  • Most workers are unaware that employers can request access to their complete driving record (55.2%)

Results show that candidates understand the value of driving licences when job hunting. However, the fact that most employees did not know that employers potentially had the ability to access their driving records, suggests that the value lies in the ability to to drive, rather than how they drive.

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Be more valuable at work

Diversity Business People Discussion Meeting Board Room Concept

It is all very well landing yourself a job, but the hard work isn’t over just yet. If you wish to remain in your role you must prove you’re valuable at work; no one is completely indispensable. Demonstrating your value is essential if you wish to grow as an employee and with a business and therefore ascertain success. There are many more benefits to being more valuable at work too, for example, being more motivated at work and enjoying your job!

To become a key component of a business network is not as challenging as you may think. Here at CV-Library we have put together some essential criteria to assist you with becoming a more valuable at work.

 

1. Be proactive

Sitting around and waiting to be spoon fed instructions is not going to earn you a gold star. Make sure you stay up-to-date on business trends so you can generate your own ideas. From this you can seek your own opportunities. If your manager’s up to their eyeballs in work then lend a helping hand; prove your knowledge and your worth to the company.

 

2. Network

In short, don’t be a loner. Forming a connection with employees across the business will increase your value and will encourage long-term business relationships that may maintain throughout your career. Remember: it’s not what you know, it’s who you know.

 

3. Be reliable

If you’re a reliable employee you’re more likely to have success within the company. Confirming your commitment to the role through simple things like meeting deadlines, offering ideas and solutions to arising tasks and picking up a little extra when someone if off sick will build trust and show you’re serious about the business, proving you are valuable at work.

 

4. Be flexible

Like in any business, there will come a time when something changes. This could be a trivial change, like having to move desks, or something more considerable, like a new management team. It is obvious that the employee who treats these changes like an obstacle will be the first to go. The best thing to do is welcome the adjustment and learn and grow with it, confirming your worth to the company.

 

5. Remain positive

We all have a bad day every now and again, but a little self-belief can go a long way. Keep focused, organised and prioritise your work load so you’re less likely to get in a flap when the pressure’s on. Remaining positive helps keep up morale in the office, creating a pleasant and engaging atmosphere.

 

6. Keep learning

You may have a plethora of skills that landed you the job or you may not. However, it is extremely important to keep learning and retaining skills if you wish to grow within the company. By increasing your own knowledge and capabilities and giving your fellow employees an insight, you will be able to show you are more valuable at work.

 

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