How to Develop a Career in Customer Service

Long gone are the days when customer service positions were seen as part time jobs. Today, businesses realise that customer service is their gateway to the needs, wants, and concerns of their customers. The vital need for professional and exceptional customer service gave birth to organisations such as Institute of Customer Service. Charged with the task of leading the way for professionalism in the customer service industry, they have created the standard for business to use as a measuring stick for candidates and as a guide for anyone seeking a career in customer service.

To provide a roadmap for anyone seeking a career in customer service, the ICS separated their qualifications into four levels. If trying to develop a career in customer service, you will probably start at Level 1. As you learn and experience more you can progress to the customer service management level, level 4. These standards are revised annually and you can find more information on their website. Although, you can learn many of the skills needed to develop a career in customer service, there are a few questions you need to ask yourself. Are you a people person? Is problem solving one of your strengths? Self assessments allow you to see if your personality will lend well to a career in customer service.

Many organisations have training material for their customer service staff that emphasises their particular brand of products and services. However, if you are serious about developing your career you should consider taking a course in customer service. There are online courses at Learn Direct that can prepare you for a career of dealing with customers and complaints. You may also find courses or information at your local learning centre or university. For those of you that are between the ages of 16-25 in some cases apprenticeships are available. Individuals 25 and over may even qualify for government funding for their apprenticeships.

Once you feel that you are ready to look for a job in the customer service sector, there are several effective ways to search. However, you should begin at the ICS Jobs Board. The positions are broken up into categories that allow you to focus on the type of customer service position that best suits you. So, if you realise that starting out you would rather be at a call centre than meeting with customers face to face, you can limit your search to the telephone category.

Once you have obtained your first customer service position you should stay on top of industry trends, new standards, and recent customer service strategies. Become familiar with the new government standard CSE, which is replacing the Charter Mark Standard. Generally, these standards are used by businesses to compare and contrast their organisations customer service. By keeping up with the latest standards and trends you will find yourself heads above other potential candidates for positions, promotions, and even awards.

Just remember, if you have decided that a career in customer service is for you, there are plenty of resources and help out there to help you get started.