If you like to solve problems, help people, and have a direct effect on your company’s bottom line, a customer service job is a great choice for you. If you want to work in customer service but aren’t sure if it’s the right job for you, I can help.
Why would you want to work with customer service?
It can be very rewarding to work in customer service. You help people reach their goals and have a direct impact on the success of your customers. And the skills you learn in this field can be used in any other career you choose.
Is helping customers a good job?
Customer service is a great field to work in. It’s unfair to call it a “backup career,” since customer service reps can get jobs in the field with any level of experience and background. But customer service is the most important part of a company’s success, so it’s one of the most important jobs you can have after making and selling products. It lets you make a difference in your company’s bottom line while building strong relationships with your coworkers and customers.
Customer service might even be the most important job at a business. Microsoft says that 90% of customers decide whether or not to do business with a company based on how good its customer service is. You might feel the same way. How many times has bad customer service caused you to stop doing business with a company? As a customer service rep, you would have a direct effect on how much money your company makes from customers who come back.
You might have ideas about customer service based on how you’ve been treated in the past. Sometimes, these interactions can make you think you don’t want to work with customers.
But I’m here to tell you that a customer service job can be a great first step toward a successful career in almost any business field you might be interested in.
Want to know what these advantages might be? Here are some reasons why you should work in customer service.
Why you should work in customer service
- You’ll develop your emotional intelligence.
When you work with customers, it’s a given that you’ll improve your people skills. Even though it can be hard to talk to customers on the phone all day, the skills and plans you’ll learn are much more valuable than the problems you might face.
You’ll be helping customers solve a wide range of problems, which could have a big effect on their personal or professional lives. To build relationships with customers and get the information you need to help them, you will need to be able to understand how they feel and use social skills.
Faced with difficult customers or words that make you feel like fighting, you’ll need to use your self-control to help customers calm down so you can help them better. We all have hard days when we feel like we can’t make another phone call. On those days, you’ll use your senses of motivation and self-awareness to keep yourself on track and positive so you can buckle down and get everything done.
Studies have shown that these skills with people are more closely related to success in the
cognitive intelligence is more important in the workplace, especially when it comes to management. Starting your career in customer service is a good way to build and improve these skills. (They also help people communicate and work together well with each other.)
- You’ll know everything there is to know about your product or service.
To be good at customer support, you need to know everything about your product or service. This lets you answer questions and solve problems for customers quickly. But this is a big win for you as well as for the people who will get the information they need right away.
Learning about your product or service helps you become an expert in the field, which can lead to a lot of career opportunities.
For example, if you practice teaching your customers how to use your product or service, you’ll be able to specialize in training and onboarding new members of your customer support team and take on a leadership role. If you like to write, you might be able to start writing blog posts or articles for your company’s knowledge base to help out with customer service. Or, you could use your creativity to make step-by-step videos that show how to use your products. This would help your customers and build your online presence.
No matter what path you choose, if you know a product or service inside and out, you will be seen as an expert on your team, in your organization, and in your field.
- You’ll build transferable Skills.
Building your subject matter expertise will help you move up in your customer support team, but you’ll also learn valuable skills that you can use to get a new job if you want to move on.
Working with customers will teach you exactly how they can use the product or service your company offers to reach their goals. If you decide to go into sales, you can use these skills and knowledge. Social proof is a good way to sell something, and if you can tell prospects over the phone how your product or service has helped other customers, they may be more likely to buy from you.
Your marketing team can also learn a lot from knowing a lot about your products. You could get a job on your marketing team if you know a lot about the product and have great communication skills. You could write for the blog, do research on the product and market, or manage the social media support channels.
Skills for making products
If you know everything about the product, you might be able to make it yourself. If you learn some skills in product development, like software engineering, outreach, or vendor management, you might be able to use your knowledge to help people move away from phones. Then you can work behind the scenes to build the product you’re taking care of.
- You can teach people without selling to them.
When I worked in customer service, one of my favorite things was when I could teach a customer something about the product without having to sell them on the solution.
HubSpot, for instance, has a platform of products with different subscriptions and tiers. In some cases, the best way to help a customer was to use a product that they didn’t own. We had to come up with a creative way around this problem or think about the benefits of buying the extra product.
The first choice gave me a chance to practice my sales skills without having to close a deal. I would only have to get as far as handing the case off to a sales rep, who would finish the pitch.
Option two made me think outside the box. I was the expert on the product, so the customer looked to me to find a solution. I always felt like a wizard when I found a way around a problem I couldn’t solve directly, whether it was by using a product in a new way or coming up with an idea that wasn’t obvious.
- You can develop a side project.
HubSpot makes sure that our customer service reps take time away from the phones on purpose.
We get a few things done while we’re not in line. It gives them time to eat, take breaks, go to meetings, walk their dogs, and do other things. But more importantly, giving customer support reps time away from the call queue gives them time to work on side projects and other initiatives that can bring a lot of value to our organization and to the reps themselves.
For example, a HubSpot customer service rep who was an expert in social media decided to start a Twitter channel for quick customer service. They used what they learned from talking to customers on the phone to do research and start a project they thought would make a difference, and they were right.
While you’re on the phone, you’ll find out a lot about the people who buy from your company. So make sure you keep track of these insights and put them toward a side project or initiative that could bring a lot of value to your organization and to you.
Also, anyone who knows how customers feel has a lot to offer their team and other teams. This is another benefit you could bring up when talking to your manager about a promotion or a transfer.
- You’ll learn how to solve problems in a good way.
At its core, customer service is about responding to your customers’ needs and helping them solve their problems. And whether it’s a quick fix or a process with several steps, every customer problem will need creative thinking, people skills, and expertise to solve.
Problem-solving skills are important in any job, not just customer service. To be able to set priorities, manage projects, and solve conflicts, you need to be able to solve problems. You also need these skills if you want to get promoted, lead a team, and use your expertise and influence to reach your goals.
- You’ll learn how to use different ways to talk to people.
Many customer service teams need their reps to work on different support channels. This means that one day you’ll talk to customers on the phone and the next day you’ll send them emails. But if you keep switching between the different ways your company lets you talk, you’ll eventually get the hang of digital conversation.