The Nature Of Customer Service Work - 815 Words

Experience The nature of customer service work is such that employers often place a higher value on a candidate s experience than on formal education. Data shows that 30 percent of customer service reps have between six and 10 years of experience in the field, while 19 percent have between 11 and 15 years experience, and 18 percent have been working in customer service for three to five years. About 25 percent of customer service reps have been in the field for more than 15 years, while only nine percent have less than five years experience. These numbers confirm that experience is valued in customer service rep positions, and once you have established yourself in the field, there are ample opportunities to continue in a related job for years to come if you so choose. Skills Customer service reps need to have a varied skill set in order to adapt to the every-changing demands of the job. Here are some of the skills employers look for in prospective reps: Software skills CRM software - Reps may use customer relationship management (CRM) software to access and log information. Call center software - Phone support is often provided via a voice-over-IP (VoIP) system, which connects to a call center software solution used by reps to keep a record of each call. Ticketing platform - Email and chat support is routed through a system that assigns a ticket to each request and then prioritizes and assigns tickets to reps. Social media -Show MoreRelatedEssay on Xpresso Lube693 Words   |  3 PagesXpresso Lube’s service package? * Supporting facilities are physical resources that must be in place before a service can be offered. Include the brick n’ mortar store, car lifts, a waiting room, and various equipment needed for oil changes. * Facilitating goods are the materials purchased or consumed by the buyer. 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